Some details ... Estimated wait time is very much a factor of the time/day that you call in & also I think to a large extent the amount of information we've been providing to you. Most days & shifts the estimated wait is under 5 minutes but we've had extended periods where the hold time was in the region of 45min - 1hr+ ... especially during the early stages of this migration.
The best time to contact us is between the 12pm - 4pm (EST) window as that is generally when I have the greatest concentration of skilled staff. The phone system does not have an estimated hold time feature at the current time. We are currently about 8-10 days behind on our responses to emails & tickets, although I hope to shrink that to about 6-8 days this coming weekend and as more resources come online next week shrink it even further. I will post an update again on Monday to advise where we stand at that point too. Sincerely, Hutch Morzaria ------------------------------------------ Tucows Inc. Hutch Morzaria Director Technical Support [EMAIL PROTECTED] 96 Mowat Avenue Toronto, ON Canada M6K 3M1 tel: +1 (416) 535-0123 ext 1600 ------------------------------------------ -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of jm Sent: Thursday, March 15, 2007 10:03 AM To: [email protected] Subject: Re: [domains-gen] Email/email defense/no support To Tucows, Thurs. March 15. 2007 I've got some tech questions, ... so: What's the estimated waiting time on the phone these days? e.g. between 9-12 a.m. EST. 12-2. 2-4. 4-close. what time is closing these days for phone support? Does the phone system give a guesstimated wait time when you phone in? What is the estimated reply time on emails? thanks! josh on 3/12/07 1:17 PM, David Maynard at [EMAIL PROTECTED] wrote: > Like many others, I am reaching the end of my rope when it comes to > the Tucows email services. For over a week now, one of our customers > who uses the hosted email product has reported that they have serious > problems getting through to sbcglobal.net. (They have been getting "email delayed" > errors with mail going undelivered for days. I wrote to support a > week ago and only received the automated response. > > We have another customer who decided today to move their email service > to another provider after months of problems sending mail to different > domains from the Tucows servers. The email defense problems and the > bogus quarantine reports pushed them over the edge. To illustrate > just how bad it is, they are moving back to a provider who left them > without service for weeks without any way to contact them. > > I guess I won't have to worry about it too long since we only have a > few customers using the Tucows email and they have all "had it." We > do have to find an alternative for one of them who has several small > domains. We may just end up doing it in-house since we already run a > large mail backend for another customer. I just wanted to avoid > having to write all of the pretty quarantine managment and user > interface features for something that isn't our main business. > > In the meantime, is there some better way to receive support than to > writing to the black hole address? If I have to spend hours on hold > it's quickly going to become a service that I can't afford to use. > > -- > David P Maynard, www.outserv.net <http://www.outserv.net/> > Email: [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> , Tel: +1 > 512 977 8918, Fax: +1 512 853 9476 > -- > > > _______________________________________________ > domains-gen mailing list > [email protected] > http://discuss.tucows.com/mailman/listinfo/domains-gen _______________________________________________ domains-gen mailing list [email protected] http://discuss.tucows.com/mailman/listinfo/domains-gen _______________________________________________ domains-gen mailing list [email protected] http://discuss.tucows.com/mailman/listinfo/domains-gen
