When it works, it's fantastic, but when issues arise, you're essentially on your own. Despite recently upgrading to Gold level, which is their second-highest customer bracket, there is no increased benefit in terms of support. Free users and anyone with an account level below enterprise receive the same level of support - which is not much.The biggest problem is the lack of direct communication channels for problem resolution. There's no clear escalation process or ownership of concerns from management, no option for expedited processing, and no resolution estimation times. It's frustrating to submit a ticket online, receive a prompt apology, and then be left waiting without much helpful or informative follow-up. Moreover, there's the aggravation of having to repeat information or answer redundant questions.Currently, we're grappling with several unresolved issues, some spanning months:- Forms freezing and failing to function (8+ months).- Form submissions with confirmation emails but no data recorded (2 weeks).- Offline functionality issues (5+ weeks).- Slow form performance and submission glitches (5+ weeks).- Inability to edit or submit saved form data (5+ weeks).- App crashes when using the saved data function (5+ weeks).All these concerns remain unresolved, and there's no service level agreement or personalized support unless you're an enterprise-level customer, which costs over $4k per year. In my experience, non-enterprise users just aren't a priority. Waiting over 8 months for a resolution, only to be asked to rebuild the form from scratch because Jotform can't pinpoint the issue, is utterly unacceptable. It feels as though there's no sense of urgency or consideration for the crippling consequences when their forms cease to function for businesses. Jotform's suggested solution for faster resolution is to rebuild the form yourself. This is a time-consuming endeavor, with no guarantee that the problem won't resurface. Remarkably, they refuse to assist, despite the issue originating in their backend system, not within the form design.Our experience has been deeply disappointing. While no software is entirely immune to issues, Jotform should prioritize its business customers. We initially had high hopes for integrating their product into our systems, but now we feel trapped. We're faced with the decision to start over with another company, painstakingly rebuilding all our integrations, or wait for our concern to emerge from Jotform's development limbo, while reverting to using paper forms.The lack of support makes it difficult to recommend Jotform, especially for anything more complex than the simplest forms. When it fails, you're left with a system built around a useless application. Regrettably, I can't say that it's been worth the hassle so far. Beware. Starting with Jotform may be easy, but ensuring you remain operational is far from assured.
