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Comment by bushbaba | Hacker News Reader

As with all enterprise software buying, a key criteria is can I get a human on the phone to resolve the issue quickly-ish.

Microsoft and Amazon get this, with differing strategies. Google and Stripe seem to not get it.

Sure it doesn’t scale for the long tail, but it’s a necessity for any large enterprise account. Heck call it “stripe premium support” and charge an additional fee.

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(I work at Stripe) If you have a Stripe account, you can navigate to support.stripe.com/contact right now and speak to someone. Chat is near instantaneous, email takes a little longer, and if you request a call it takes three minutes. If you're a developer, we also staff a Discord channel for more technical questions. This is available 365 24/7.

We also offer premium support if you need a dedicated support team for your business (https://stripe.com/support-plans).

When you introduce elements of risk (where fraudulent actors try to game our processes) it can affect how we speak about things.

I ran a business on Stripe before I joined Stripe and feel much more comfortable trying to get support here than at other larger orgs.

I used this channel and it was so frustrating it might not as well have existed . While the stripe team is always nice and the tech support is great, when I had a much less sever case of “stripe wants to destroy my business” I could get no straight answer or help from the support team

Instant response != Instant resolution. Getting support at Stripe is easy for easy things, but hard when it actually counts. Based on what we've seen here (and what I've personally experienced) getting your payouts paused while not being a fraudulent actor is not that uncommon. Any other provider would not be like "Your case will be reviewed by our specialized team at some point this week, or maybe the next, nobody knowns. In the mean time, please tell all those employees you need to pay next week to take a chill pill." Can you see how this can be frustrating? We process >$10M/YR with other providers and ~$2.5M/YR with Stripe. Our other providers show a lot more urgency when something serious goes wrong, while Stripe feels like they're too big to care if we leave.

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