Valued customers, I made the decision to suspend the acceptance of cases via email ([EMAIL PROTECTED]). The email function will continue to be available until we're ready to "flip the switch". The reply you receive after you send an email to the support address was modified in an attempt to educate you that change was in the air. The date of August 28th was published and it's obviously wrong. That was the planned date. You will have adequate warning before we make the change. Additionally, you'll continue to receive email notices from case submissions via the web.
I'd like to say, in closing, that one of the goals of this change is to ensure we're supporting our paying customers. Let's say you're a paying customer and you're unable to get our attention and unbeknown to you we're working with customers that have expired agreements or general sales questions, I don't think you'd like that, I wouldn't. Another goal is to track the number of cases, the time it takes to solve and case patterns. This data will be used for staffing purposes as well as informing Product Marketing of what we see as new feature/functionality items. Naturally, bugs will be expedited to Engineering, another benefit of using the CRM system as they will be using the same case management tool. Lastly we will be implementing a severity and priority process to ensure the inbound web cases are treated on a FIFO and severity/priority basis. If you have a situation that can't wait, please use the phone. My apologies for the length of this message, however I do think you're entitled to why we're making the change as well as components of the near to long term support plan. Regards, Gerry Comeau From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gary Steiner Sent: Friday, September 08, 2006 12:12 AM To: declude.junkmail@declude.com Subject: RE: [Declude.JunkMail] [EMAIL PROTECTED] versus new case management module It's a catch-22. You send a message to [EMAIL PROTECTED] and get a reply back saying that they will no longer pay attention to messages sent to [EMAIL PROTECTED] What does it mean when customers have to try to get in touch with Declude so that they "flip the switch" so that the customer can get in touch with Declude? -------- Original Message -------- > From: "Kevin Bilbee" <[EMAIL PROTECTED]> > Sent: Thursday, September 07, 2006 9:32 PM > To: declude.junkmail@declude.com > Subject: RE: [Declude.JunkMail] [EMAIL PROTECTED] versus new case management module > > Then I would contact customer service to have them flip the switch so you > can place support tickets. > > > Kevin > > > -----Original Message----- > > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On > > Behalf Of Gary Steiner > > Sent: Thursday, September 07, 2006 5:17 PM > > To: declude.junkmail@declude.com > > Subject: [Declude.JunkMail] [EMAIL PROTECTED] versus new > > case management module > > > > > > Interesting. If I log in to my account on the Declude web > > site, there is no option listed for the new CRM module. It > > is not that it is grayed out as described below. It just > > isn't there. And I do have a current service agreement. > > > > So, since according to this message we can no longer use > > [EMAIL PROTECTED], and the supposed new CRM module doesn't > > seem to be available, how do we contact Declude support? > > > > By the way, the reason I was trying to contact Declude > > support is that I was investigating the latest all_list.dat > > file, and found that the download link on the Declude web > > site is now no longer valid. (The download link for the > > Declude GUI didn't work either, as well as the link for the > > demo copy of Sniffer.) Seems that when Declude updated their > > web site they forgot to check the one thing on the web site > > that an existing customer is most likely to use, such as all > > their download links. > > > > And they wonder why we get upset. > > > > > > -------- Original Message -------- > > > From: [EMAIL PROTECTED] > > > Sent: Thursday, September 07, 2006 7:44 PM > > > To: [EMAIL PROTECTED] > > > Subject: re: [17D-0C9324FF-DB7C] Latest all_list.dat > > > > > > Thank you for submitting a ticket to support. Your ticket number is > > > [17D-0C9324FF-DB7C]. > > > > > > Please keep this ticket number for your records and include > > it in the > > > subject (including brackets) of all future emails regarding this > > > issue. > > > > > > The response time during business hours is usually within > > 24 hours, if > > > you have had no response in this time please do not > > hesitate to call > > > our support number 1-866-332-5833 > > > > > > IMPORTANT NOTICE > > > > > > Declude is migrating to a new CRM business solution which > > includes a > > > new case management module. We will begin using this feature > > > beginning the week of 28 August, the result of this action > > means that > > > Declude will no longer accept and create support cases > > using the email > > > address [EMAIL PROTECTED] > > > > > > You will need to login into your Declude account to submit > > a case. If > > > you can not submit a case due to the option being "grayed out" this > > > means that you do not have an active service agreement. > > Call customer > > > care 866-332-5822 #3 to purchase or renew a service agreement. > > > > > > > > > We understand that this will be awkward and/or unwanted, > > however our > > > goal is to continue servicing our paying customers. > > > > > > Thank You. > > > Declude Technical Support > > > > > > > > > > > > --- > > This E-mail came from the Declude.JunkMail mailing list. To > > unsubscribe, just send an E-mail to [EMAIL PROTECTED], and > > type "unsubscribe Declude.JunkMail". The archives can be found > > at http://www.mail-archive.com. > > > > > > > > --- > This E-mail came from the Declude.JunkMail mailing list. To > unsubscribe, just send an E-mail to [EMAIL PROTECTED], and > type "unsubscribe Declude.JunkMail". The archives can be found > at http://www.mail-archive.com. --- This E-mail came from the Declude.JunkMail mailing list. To unsubscribe, just send an E-mail to [EMAIL PROTECTED], and type "unsubscribe Declude.JunkMail". The archives can be found at http://www.mail-archive.com. --- This E-mail came from the Declude.JunkMail mailing list. To unsubscribe, just send an E-mail to [EMAIL PROTECTED], and type "unsubscribe Declude.JunkMail". The archives can be found at http://www.mail-archive.com.
