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Why is the trouble ticket response time so horrible?
I have one case open and each exchange takes 4 to 10 (T E N) hours to advance. ServePath's response time is typically less than 5 minutes and in some case I get A PHONE CALL WITHIN A MINUTE even in a non emergency case. What's going on over there?
I’m PISSED OFF
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Inappropriate?Hi Kevin!
We are making big changes to improve support request response times. As you might already have noticed we rolled out a new Rating System which lets you rate each individual reply for response quality and timeliness (yes, we do read these numbers). Typical response times under normal circumstances are usually a few hours or less, however sometimes we do get large volumes of requests and that can affect the response times.
We are also quickly expanding our technical support staff to balance out the incredible growth we have had over the past year. We're doing things to make it better!
I see the last few responses on your current request has been getting very timely updates, around 10 minutes.
Thanks for voicing your concerns.
Arman Zakaryan
(mt) Media Temple, Inc.
I’m happy to help!
2 people say
this answers the question
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Inappropriate?I must admit, support was starting to get really bad at one point. It was taking over 12 hours to get a response, which is never good. Of course, this was happening at the same time as all of the (gs) outages. Somehow I managed to tell myself you guys would get back to your usual quality, and you did just that.
Support times are improving and the number of outages has obviously dropped to a mere zero.
Great improvement, guys.
I’m very happy
1 person says
this answers the question
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