Tech support info (October 29, 2008)
(37 votes, average: 4.76 out of 5)
Loading ...Greetings folks:It has come to our attention over the last few weeks that ticket response times, on average, were significantly higher than usual. We believe that the main reason for this was the toll free phone system being out of sorts, which forced the ticket queues to be larger than normal.
Also of interest, the live chat system conked out on us, with no help available from the application developers (php live) so will be replaced in the next few weeks.
We expect that with the phone system now fixed, average response times will settle back to around the 40 minute mark, though the target, which is used on the site, will still be four hours.
Immediate support can be gained via the toll free system, of course, and should help bring the averages down. We’ll be looking at this again in a months time to make sure that responses are kept within the target range.