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. 

[Thehubba1]

I too have experienced this. Right now, at 9pm EST on a Friday I cannot get someone to answer the support line. It rings and rings, then the call ends 😕 

[HearthpizzeriaB]

Hi @Thehubba1 

Im sure that was really frustrating. I have found support to be hit and miss in their usefulness at times when we get them on the line. Is there something that the group can help you out with here? We have a lot of really experienced Toast users here with a wide range of product knowledge. @Rob is regularly able to get something pushed up the ladder with a ticket if us non Toast employees cant help guide you with something.