Airstrip AI Customer Support Review

Customer support is a critical part of any software experience, and Airstrip AI’s support has received mixed feedback from users, which is worth considering.

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What Users Are Saying

• Occasional Delays: Some users on platforms like AppSumo have reported experiencing delays in getting responses from Airstrip AI’s support team. One user mentioned waiting “several days” for a response about a login issue, which they found “unacceptable”. Another user stated they had “no luck reaching support” regarding documents not saving.
• Acknowledgement and Improvement: The founder of Airstrip AI, Shanjai Raj, has personally acknowledged these “technical errors” and “delays in support replies” on AppSumo, stating that they were due to backend issues (database and scaling problems) and that these issues have since been fixed. This direct communication and transparency are positive signs, indicating that the team is aware of the challenges and working to improve.
• Direct Contact for Agencies: For specific inquiries, like agency accounts or white-labeling, the founder has provided direct email contacts, which can be helpful for more tailored discussions.
• Advertised Support: On their official channels, Airstrip AI promotes “24/7 support and priority assistance” for certain plans, and their support page mentions “24x7x365 Support” via telephone or email, staffed by “expert technicians” who provide “attentive, personal service” and “proactive system monitoring”.

What This Means for You

• Potential for Delays: While the company states issues have been resolved, it’s wise to be aware that some users have experienced slow response times. If you anticipate needing very immediate, real-time support for mission-critical legal documents, it’s a point to consider.
• Persistence Might Be Needed: If you encounter an issue and don’t get an immediate response, follow-up might be necessary.
• Proactive System Monitoring is a Plus: The claim of proactive system monitoring suggests they’re trying to prevent problems before they impact users, which is a good sign for long-term reliability.
• Direct Engagement is Positive: The founder’s willingness to address complaints publicly suggests a commitment to resolving issues and maintaining user satisfaction.

In summary, while there have been some bumps in the road with Airstrip AI’s customer support, the company appears to be actively working on improving these areas. For most general inquiries or occasional needs, the support should be sufficient, but for urgent or complex issues, managing expectations regarding response times might be necessary.

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