Well, I'm back from vacation... and since I haven't read this whole thread
yet I'll put out fired as I go along (I heard this one's rather nasty...).
Read through for my comments...
[EMAIL PROTECTED] wrote:
>
> >The OpenSRS technical team has received your request. You will typically
> >receive a response within 24 hours during the week, and up to 48 hours on
> >the weekend.
>
> Does everyone agree with the current method of OpenSRS support staff only
> on-call for emergencies during the weekends?
on-call is 24/7 - but during regular business hours there's typicall no
reason to use it, there's more than one staff online :)
>
> Or do you think that full-time staff should be available to answer all
> queries, 7 days a week?
Based on our volume and staff, there's currently no immediate need for
24/7 support. We are moving to weekend support very shortly, likely in
the next month or so.
>
> I personally think this Monday-Friday work week isn't appropriate for an
> organization like OpenSRS.
>
You'd be surprised how little volume we get on weekends - typically 25% or
less of our regular daily volume (with Mondays, of course, being the
busiest). We do appreciate the need for weekend support, and as mentioned
above are moving in that direction.
> I'd consider purchasing a support contact for a reasonable fee in order to
> have my questions answered on a Saturday or Sunday that are "non-emergency".
>
> Comments?
This too is in the works, being worked out in the background. More
information on 'premium paid support' (something along those lines) will
be released in the near future.
--
Charles Daminato
OpenSRS Support Manager
[EMAIL PROTECTED]
