Support Team.... do you exist any more?

[matzah]

I opened 13291658 almost 9 hours ago.

With every ticket I have opened for at least the last 6 months... the time to respond has become longer and longer.

9 hours is exceptionally too long... if my customers allowed me to wait this long, it would be a miracle... and I would be out of business.

Greg - I have been told by several other Support Staff that this is being worked on, but that too has been for months... and it is only getting worse not better!
I would hate to have to move my sites and my customer... but I am getting very close to having no choice, since I am not able to wait any longer than a couple of hours for any tickets (any meaning Priority 1, 2, 3, or any) to be worked and/or resolved.

Please advise on my ticket
Please advise upper management on my (our) concerns

[Ron]

The slow customer support response time has been fixed more than a month ago!
Shutting down servers because of misconfigured autoresponder spam????

[matzah]

Ron, I have no need to look at another thread.... my ticket waited 9 hours and 44 minutes..... and then the response I received was sub-par and did not fix my issue.

And I opened this as an emergency level 2.... thankfully my server was not down, but had it been down for all of this time, I would have lost customer, income and revenues

[JPC-Bilal]

Hi matzah,

I am checking this ticket and will update you shortly. Please follow up in the ticket. Thank you.

[matzah]

Thank you

[JPC-Masood]

We have the new crew under training that will join us in May.

[GherkinDilds]

Good to hear a tentative date for the "rebirth" of JPC's tech support. I've been hearing about the hiring and training of new staff for quite some time, so its great to finally get a date. Keep us updated. What response times should we be expecting once the new staff start? What's the likelihood of having live chat tech support?

[JPC-Masood]

What response times should we be expecting once the new staff start?

Average around 30 minutes.

What's the likelihood of having live chat tech support?

Yes that’s included. Level 1 tech support will be available on live chat.

[GherkinDilds]

Live chat for tech support is something I can really appreciate. It should help reduce crowding of tickets so that low level issues with quick answers can be addressed in a timely manner.