Paying customer complains about sever slowness

Some users reported slowness disruptions: "Unfortunately, it hangs very often and doesn't work. This week it was particularly bad - we can't use it in day-to-day business."

Further, they said: “Hello, it mainly occurs on my Mac - it actually crashes 2-3 times with every question - I have to reload the page several times and when it loads I have to scroll from the top to the bottom again and again. With the employees, it often just hangs up, works very slowly and sometimes doesn't respond at all - no matter what we do. We mostly just ask questions, we don't upload or generate images that often. Some days it's more, some days less. On Friday last week it was very severe again, so I wrote then too. So far, we haven't been able to recognize a pattern."

They are paying money and intend to churn now because of the bad experience. I don’t know how I can help them. Already asked them to do a hard refresh but apparently it didn’t help.