Support suggestions

[lookout]

This is not meant as an Aletia bashing or even a rah rah thread. Just my 2 cents, and maybe a few others on what might help around here.

It seems to me that many of the support issues in the forums lately revolve around problems with the ticket system and lack of communication. People are coming to the forums seeking support that they are not getting elsewhere, for one reason or another.

Perhaps it would be good if Aletia could dedicate someone from their staff to monitor and participate in the forums more frequently? I think the moderators do what they can, but they can't respond as effectively as an actual company representative.

I wouldn't think a 24/7 monitor is necessary here, since there is the (admittedly faulty) ticket system. But surely someone from the triage team could at least look at and respond to the posts here as necessary a few times a day. At least until the ticket and communication systems here are proven more reliable.

I conclude saying I found Ron's intervention last week very positive. I haven't seen him much in recent days though. Of course, even tech people need some time off. Be nice to see someone else at Aletia work with him to pick up any dropped balls.

[lookout]

Thought of another support suggestion.

How about putting a link to the ticket support system on both the AletiaStatus page and on the main AletiaHosting page? Right now there's only the support@aletia.com address, which I understand is not the preferred method of contact or support. Also the AIM link appears down, assuming it is meant to work at all. (I say that because of it's just been my experience that instant messaging support rarely works anymore anywhere. Tech support is often understaffed in this era of downsizing and cost cutting).