I just wanted to add some additional detail to my earlier posting also so that you all understand what targets we normally strive to hit.
We expect all emails/tickets to be responded to in 8hr's or less (this means if you send a ticket in before 8am you should expect a response prior to 4pm that same day & if you send a ticket in after 4pm, your response will generally be the following morning). We are currently staffed & provide email support 7 days a week while our phone support is available from 8am-8pm Monday to Friday. We are moving towards 7 days on phone support (which was actually one of the drivers for the hiring of the new staff) & expect to roll that our fairly quickly once we've caught up on our backlog of tickets over the coming 1-2 weeks. Sincerely, Hutch Morzaria ------------------------------------------ Tucows Inc. Hutch Morzaria Director Technical Support [EMAIL PROTECTED] 96 Mowat Avenue Toronto, ON Canada M6K 3M1 ------------------------------------------ On 3/15/07, Hutch Morzaria <[EMAIL PROTECTED]> wrote: > > 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 > _______________________________________________ domains-gen mailing list [email protected] http://discuss.tucows.com/mailman/listinfo/domains-gen
