We continuously use support data to identify high impact issues in our platform. Over the past couple of weeks in July, we reduced the volume of support inquiries related to Heroku Postgres by over a third — even as overall usage of the product increased. In this post, we'll tell you that story and a bit about how we do support here at Heroku.
Identifying High-Impact Support Issues
The way we approach customer support at Heroku is two-fold. On the surface, we’re here to answer your questions and help you fix issues with your apps. We also play an integral role advocating our customers’ needs within the company. The best support is the one you don't have to use, and as such, we...