24/7 support

[UnaPizza]

Were any of you sold 24/7 support? That was the understanding we've been under since we signed up with toast. 

Tonight we had an issue where when we were closing, all of our devices were in an endless sync data loop  

No worries! I called Support. Was surprised to find out they were closed and not open 24 hours a day. when I met with their sales person he sure went on and on about how that was something we could count on  

I have dealt with certain departments being closed during some hours but this is the first time I've learned you can't talk to somebody when you need them the most.

Next I got on the Toast Now app and reached out to a 24 hour representative on there

After a frustrating half an hour with an AI chat box I learned that was my only option!

There is no after hours Support... toast closes early so the staff can have a rest. 

I find it disingenuous to advertise 24 hour support when the truth is, support is an AI chat box. 

Our problem with unsolved. This is not the first instance we find we aren't getting something we thought we were paying for with toast. 

[josh212]

I came across this situation recently and am hoping it's a temporary issue. While I understand that specialized technical support may not be available around the clock, having access to at least Level 1 and Level 2 support staff would be incredibly valuable. In addition to that, it would be extremely beneficial to have an emergency "break/fix" hotline specifically designed to address major, critical system problems. To ensure responsible usage, locations could be informed that a fee would be applied if the issue isn't deemed a genuine emergency. Ultimately, even just a bit more communication regarding support availability would be greatly appreciated, allowing us to plan accordingly and call support within a specific timeframe, rather than being left in a state of uncertainty while we wait.

[Rob · Accepted solution]

Sorry to hear about this support issue, and thank you for reaching out with this feedback. Since then, have these issues been resolved? If not, I would be happy to assist! 

-EDIT-

I was able to get confirmation from my team that the following information is how to best contact support now.
We offer 24/7 chat support on Toast Web. To get started, select the blue button in the bottom-right corner of any page to chat with Customer Care.

Call Customer Care
U.S. Customers: Call Toast Customer Care at (617) 682-0225. Phone support is available from 7:00 a.m. to 12:00 a.m. ET, seven days a week.

International Customers: Call Toast Customer Care using the numbers below:
Canada: +1 343 451 6295
Ireland: +353 1 913 1083
United Kingdom: +44 20 4571 3302

Contact Customer Support 

[Frustrateduser]

I am having the same issue can't log in and tried to speak to someone with our 24/7 support and to no avail. 

WE NEED SERVICE WHEN WE NEED SERVICE 24/7!

[Rob]

Sorry to hear you weren't able to log in! Chat support is 24/7. The image attached is from Support Center, and the icon at the bottom right is our support bot. It can help with troubleshooting, logging back into Toast, and other help as well!