I’ve posted the question at 1:00 am EST on Friday, that means there’s 23h left before the weekend officially starts. Memorial Day was on the following Monday.
It seems that support is indeed only in the US, as I pointed out in another response this is making it difficult especially for Asia (where I work). It means we can only post a question, go to bed (as at our working time no one in the US works), then when we get up we might be getting a response (or a couple of days later) and if we don’t fully understand the answer or have a follow-up question the whole process repeats.
Again, all that doesn’t sound like a worldwide operating company. Every Tom, Dick and Joe startup has teams in all timezones who are looking at emails coming in. Look at bufferapp.com as one of the best examples or even lookback.io (which is still in beta) but emails are response within the hour by both times (it’s their target!) as they have distributed teams build in from the beginning onwards.
It seems with only 30 million to spend they have to make sacrifices somewhere, why not in support?