Todd, for your specific issues mentioned below, give me the tickets offlist (I'll have someone dig through the system right now also too).
Our new staff are coming online, but as you know the training for SRS is not a 1 week or even 1 month process ... We've prioritized them on EMD right now as that has been & continues to be our largest call/email driver allowing the more senior staff to focus on the more complicated issues. We've had issues in the past little while not only with EMD, but also with our support tool (Banter) which is why you've not received ticket #'s when you've submitted requests on the occasions mentioned. I think we've cleared up the problems on that front & are looking towards a new ticketing system in the future that will not only follow ITIL criteria but will also allow you more control - not only on how you submit issues, but hopefully real time view of the ticket status etc... Hutch -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Todd Jagger Sent: Tuesday, March 27, 2007 12:47 PM To: [email protected] Subject: Re: [domains-gen] Email/email defense/no support On 3/15/07 2:34 PM Hutch Morzaria wrote: > > 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. Hello, Unfortunately, Hutch, the expectations are not the reality. There is something seriously wrong with Tucows's support system; a fact, not an opinion, known by resellers and some at Tucows. Over a month ago I submitted emergency requests via RWI, followed up with phone calls (had to leave voicemail) and no action was taken; I didn't even get a ticket number. That is until I personally wrote Elliot expressing my disgust at where Tucows is now as opposed to where it was some time ago. Even then, after the CEO lit a fire under folks my issues got placed on the backburner and were never followed up on. I currently have three tickets - two emergency tickets over a month old - and one follow-up ticket wondering why my emergency issues were not addressed. The result of that final query was ticket numbers being sent to me from the original requests, and nothing beyond that for a week or more. Yes, I have called too, and sat on hold till I hung up. The one time I actually did talk to a service rep he said he would have to check with "back line" about my issue and get back to me. He never did. Tucows - the support system, and actually some service reliability, is in a shambles. We, and our customers depend on you. You're not making us look good, and that's bad for you too. Response? /rant Todd _______________________________________________ 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
