Support, Is it 24X7?

[smartinfosys]

I am 100% confident that after exit of Andre, there has been marked deterioration of support. Earlier, our reply time for any ticket was hardly 1-2 mins by live person. These days, it is taking more than 7-8 hours to get the response. An automated email is sent and support is only done at US times. We are in India and our support requests in morning time remains unattended for 10-12 hours.

This is really a beginning of deep concern for all the dehe customers. I am totally disappointed. I sent a support request 2359341 for which i got system generated mail in 2 mins and human's response in 10 hours.

[Jonny]

I must agree there. The time it takes for a human response has gone down rapidly since the take over. Never the less, a response it always given within 4-5 hours and it is normally resolved - but maybe response times should be looked at?

[JPC-Greg]

Hopefully nothing has deteriorated after Andre, in fact we've made some sweeping improvements on the servers, the network, and additional support so far. The only difference is probably the sales which is where your ticket, 2359341 was opened. If you have a support issue please make sure you open the ticket for the support dept not a sales inquiry as sales is not staffed 24/7, never has been. We are adding and expanding sales to match the availablility of support in time but first priority on the list right now is adding some live chat (another item dehe has never had) .

Now indeed if you are having slow responses on support please please be sure to bring it to my attention asap. Pm me here or email me greg(at)dehe.com with the ticket that didnt get either a fast or proper response. We place a high value and priority on support request above all else. Id rather cater to current clients and risk a sale than risk a current client.

Sorry about your ticket and any confusion, I'll make a note to have our system amended to explain the ticket posting more clearly to make sure you get the right dept the first time out.

[smartinfosys]

Greg

Thank you for quick response; however i accessed my deheboard and submitted ticket in support request section only. I don't know how did it reach sales. Anyway, earlier we used to email directly at support@dehe.com, however these days, the mails get bounced, hence we need to go to dashboard for making any support request. You need to look into this.

[Eric]

Greg

Thank you for quick response; however i accessed my deheboard and submitted ticket in support request section only. I don't know how did it reach sales. Anyway, earlier we used to email directly at support@dehe.com, however these days, the mails get bounced, hence we need to go to dashboard for making any support request. You need to look into this.

I just tested email to support@dehe.com and received the auto reply as designed. There is a link in the email that you need to click to confirm you sent it. If sending from the email address we have on your account, the email should go through without confirming and you shouldn't receive the auto-reply.

What error are you receiving when sending email to the support address?