Support request response delays July 10-14 – ExchangeDefender Blog

July 14, 2008

Support request response delays July 10-14

Filed under: General — vlad @ 12:48 pm

Over the past few days we have missed our SLA on a number of support requests in the support queue, order queue and maintenance queues. An upgrade to the support portal on July 10th included a new algorithm for privacy control and support request routing, meant to allow for different types of support requests to be entered into the system but not visible to the entire staff. Accounting would see accounting requests, Support would see support requests, Executives would see executive requests and so on. In process of enabling the SLA against the requests we improperly routed a number of requests to the executive queue which was not monitored from Friday until today. We have addressed and corrected the issue and are moving the tickets and responding to them as fast as possible.

If you experienced an issue that was reported through our support system and was not answered in a timely manner we apologize and promise to have all support requests addressed today. Thank you for your patience.