How it has worked so far for me: I email firstname.lastname@example.org. I get an automatic receipt letting me know that they have received the email and the issue has been given a ticket.
This is just me as having pre-release Glowforge and may not at all indicate what people might expect.
I then have been contacted by someone individually by email to continue the discussion. The time of the personal follow up has varied. I can say that they work late hours, weekends and holidays. I can also say that they do take time off at this point as the responses I send out at 3:00 AM may not be answered till later in the morning. Although they surprise me.
Every issue I have had, they have been able to handle. Sometimes I have to have the Glowforge powered on for them to do the work, other times it’s just an issue that I can handle.
There really haven’t been too many problems. Just two major ones happened, one after the SSL cert problem and the other after a power loss.
I’ve thought about this question. Given the nature of the cloud operation, 24/7 support will have to be part of the game. I know they must be working like heck to have to avoid support questions at all.
My experience is that every detail about the Glowforge user experience has had careful attention. Support to me is one of the key pillars of success. Only full production and delivery is going to be able to answer this completely. Perhaps another aspect of this topic is for the user community to respond what their expectations are of support.
What I expect: 24/7 attention. I would like an immediate solution, but am not sure if I should expect a 12 hour turnaround for support. What do people think is reasonable?