@wildfisher I understand your concerns. We don’t make support guarantees for the $30 users because we need to ensure that the enterprise customers’ problems are resolved as soon as possible. That being said, as you have noticed, we do our best to reply to all support inquiries, even if it takes a little longer.
Regarding cloud stability - we are doing our best to ensure all instances, regardless of the plan they’re on, have a “good” uptime. Obviously, we need to prioritize our resources and, admittedly, we will not escalate instance unavailable alerts that fire during the weekend for non-dedicated instances. That being said, outages as long as yours are extremely rare and historically, the combined uptime of all instances is more than 99.9%.
The cause of your outage was a sneaky bug in one of our native modules that manifested itself in rare cases when deleting users. We have identified the root cause and are working on a fix that will be rolled out as soon as possible. While this is not directly related to your question, I wanted to point out that we’re continuously improving the system and, while we don’t make uptime guarantees for the $30 plan, we do care deeply about each instance’s availability and have internal targets that we’re aiming for.
Ultimately our goal is to allow production apps to be hosted on any plan and many are. I understand and am sorry that your experience hasn’t been as great as we’d like it to be, but we’re absolutely focused on fixing the bug you hit and hope that you’ll have a much smoother experience once we do.