Dear the Run Free Project Member Community,
Since our inception in 2019, the Run Free Project has been committed to providing unparalleled, on-demand support to our retailers. Our three founders have personally maintained a 24/7 live chat since day one, ensuring that you could reach us at any moment—especially during the crucial early days of the turbo-charged eCommerce adaptation our industry was forced to undergo at the onset of COVID-19.
Real talk: As we've grown to serve over 200 retailers across the US, Canada, and the Bahamas, over time, the demands of around-the-clock support have taken a major toll on the health and quality of our team's personal lives and well-being. As such, after careful consideration, we've decided to adjust our live chat support hours to allow our dedicated staff some well-deserved rest without compromising the quality of the service you receive.
Starting May 1st, live customer support chat hours will be from 8 AM to 6 PM Eastern Time, Monday through Friday. Inquiries received after hours will be promptly addressed the next business day and critical "the sky is falling"-style issues that arise outside of these hours will be escalated by an automated monitoring system for immediate attention.
We realize this change feels kind of like a departure from our original model. While this decision was not made lightly, it is in service of maintaining the health and vitality of the team that supports you. Our commitment to your success is unwavering, and we will continue to refine our extensive support materials and online resources available at support.runfreeproject.com so you have everything you need to tackle a challenge if it happens to arise in the middle of the night or on Christmas eve.
We've also chosen not to use AI chat bots, intentionally prioritizing quality human interaction without replacing it with automated systems that do nothing more than frustrate people. Don't worry, we're not going to go that route any time soon. It makes for a generally awful experience and that's not what we're trying to be about. Your inquiries will always be handled by real people who understand your needs and are committed to your success, it'll just happen during our live support business hours.
Thank you for your understanding and for your continued support. You are what has shaped the project into something so wonderful. We value our relationship with each of you and are excited to keep growing and building cool stuff together. For any immediate questions or concerns about this change in our process, please just reach out via the platform chat over in the lower right corner of this screen.
Here’s to continued success and a healthy, balanced future for everyone.
Warm regards,
The Run Free Project Team