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I have no recent experience to report, but the uncertainty around support is why I no longer recommend Fastmail to organisations for which email is mission critical. It is not just the possible lengthy wait for response to standard support requests. It is also the fact that, in a critical emergency, you cannot escalate your request for any amount of money. If there was a way where for US$5,000, you could immediately reach a senior support person by phone in an emergency, I might consider once again recommending Fastmail as I think their service overall is good. However, the support issue just makes it too dangerous.
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