{"id":76,"date":"2007-10-03T01:51:32","date_gmt":"2007-10-03T06:51:32","guid":{"rendered":"http:\/\/www.ownwebnow.com\/blog\/2007\/10\/own-discontinues-email-based-support\/"},"modified":"2018-03-13T10:24:27","modified_gmt":"2018-03-13T15:24:27","slug":"own-discontinues-email-based-support","status":"publish","type":"post","link":"https:\/\/www.exchangedefender.com\/blog\/2007\/10\/own-discontinues-email-based-support\/","title":{"rendered":"OWN Discontinues Email Based Support"},"content":{"rendered":"<p>For the past eight months we have been testing our new support portal at <a href=\"https:\/\/support.ownwebnow.com\/\">https:\/\/support.ownwebnow.com<\/a> and have had a lot of success in making sure support issues do not <em>&ldquo;fall off the table&rdquo;<\/em> as they tend to via email. Going forward, this will be the only way we will provide support, purchasing, cancellations and other account management.<\/p>\n<p>Any mail sent to our previous support aliases will yield this automatic response:<\/p>\n<blockquote dir=\"ltr\" style=\"MARGIN-RIGHT: 0px\"><p>*************************************<br \/>This is an automated message<br \/>*************************************<\/p>\n<p>The address you sent an email to <support@ownwebnow.com>is not a monitored email address, your reply was destroyed.<\/p>\n<p>Own Web Now Corp only provides support via our support portal at:<br \/>https:\/\/support.ownwebnow.com<\/p>\n<p>If you have a support request or would like to update a support request please login to our support portal and create\/update the support request directly. Doing so allows us to provide you with an SLA, guaranteed support request tracking, escalation and more.<\/p>\n<p>Sincerely,<br \/>Own Web Now Corp Support Team<br \/>https:\/\/support.ownwebnow.com<\/p>\n<p>Check out our blog:<br \/>http:\/\/www.ownwebnow.com\/blog<\/p><\/blockquote>\n<p dir=\"ltr\">There are several reasons we chose to eliminate the email support completely:<\/p>\n<ul dir=\"ltr\">\n<li>\n<div>We have no tracking of when\/if a support request was emailed<\/div>\n<\/li>\n<li>\n<div>If the message is delayed because the support request was required to address a mail server issue we would get it far too late<\/div>\n<\/li>\n<li>\n<div>Clients would forget to provide updates<\/div>\n<\/li>\n<li>\n<div>Clients would keep the message thread going for support requests that were solved and were looking to address other issues<\/div>\n<\/li>\n<li>\n<div>E-mail is an insecure way of conducting e-commerce<\/div>\n<\/li>\n<li>\n<div>&ldquo;Did you get my email?&rdquo; <em>&lt;that they probably never sent&gt;<\/em><\/div>\n<\/li>\n<\/ul>\n<p>There are far more reasons to drop email support but at the end of the day we needed a structured and fixed process of requesting support. At the moment there is only one way to get support, <a href=\"https:\/\/support.ownwebnow.com\/\">https:\/\/support.ownwebnow.com<\/a> and we stand behind it with our SLA.<\/p>\n<p>Thank you for doing business with us and I hope this change makes your support experience more enjoyable.<\/p>\n","protected":false},"excerpt":{"rendered":"<p> [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-76","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/www.exchangedefender.com\/blog\/wp-json\/wp\/v2\/posts\/76","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.exchangedefender.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.exchangedefender.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.exchangedefender.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.exchangedefender.com\/blog\/wp-json\/wp\/v2\/comments?post=76"}],"version-history":[{"count":1,"href":"https:\/\/www.exchangedefender.com\/blog\/wp-json\/wp\/v2\/posts\/76\/revisions"}],"predecessor-version":[{"id":1299,"href":"https:\/\/www.exchangedefender.com\/blog\/wp-json\/wp\/v2\/posts\/76\/revisions\/1299"}],"wp:attachment":[{"href":"https:\/\/www.exchangedefender.com\/blog\/wp-json\/wp\/v2\/media?parent=76"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.exchangedefender.com\/blog\/wp-json\/wp\/v2\/categories?post=76"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.exchangedefender.com\/blog\/wp-json\/wp\/v2\/tags?post=76"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}