Support ticket not answered after more than 3 hours

One customer asked a question about outlook email setting, but after more than 3 hours it seems still nobody answers it. I have to answer myself finally, so what's the point that you charge the end-user support?

I don't subscribe to the end-user support, so what is the TOS on this? I would guess that an Outlook setup question would be low priority, and that 3 hours isn't out of the ordinary for that type of ticket.

Just a guess.

You may get setup done accordingly "http://www.microsoft.com/windows/ie/community/columns/mailserver.mspx". If you do not get reply with in a limited time please come over the live chat. Please do let us know if you still have any query.

WebFire said:

I don't subscribe to the end-user support, so what is the TOS on this? I would guess that an Outlook setup question would be low priority, and that 3 hours isn't out of the ordinary for that type of ticket.

Just a guess.

Click to expand...

The question that client uses outlook to access the mail box for a while and suddenly it only only receives and refuses sending. I don't think it's a lower priority question with any sense.

And I usually don't have too many support tickets from clients. Last three months there are only 4-5 tickets need their attention. I paid the support fee only to hope when my clients need Jodo can responsively gets back to them.

If your client could not send mails then please try to use another SMTP port ie., 587, as many ISPs are blocking SMTP port 25.

Sorry Jodo, but listen to what seventhav is saying!

A client submitted a ticket, but didn't get a response for 3 hours. Instead, seventhav has to step in and answer the support question himself - he doesn't need to know the answer as he's already responded, he wants to know why Jodo didn't respond within the 1 hour SLA!

I'd also like to know the TOS / SLA of anonymous support tickets, as I'll be launching my hosting services soon, but don't want clients to submit tickets and them going unanswered until I can logon and answer them myself.

We do not have an SLA on anonymous support nor on any support form. We understood what seventha is saying. 3 hours is abnormal and usually that isn't the case and it shouldn't happen again. Anonymous support tickets as well as direct client tickets have the same priority. They are fed into the same ticket queue

seventha if you go through your ticket history, you'll see that 90% of your tickets are answered in under an hour. If a ticket response is delayed for any reason, please email he l p l ine@ jodohost.com or come over to livechat.

seventhav said:

The question that client uses outlook to access the mail box for a while and suddenly it only only receives and refuses sending. I don't think it's a lower priority question with any sense.

And I usually don't have too many support tickets from clients. Last three months there are only 4-5 tickets need their attention. I paid the support fee only to hope when my clients need Jodo can responsively gets back to them.

Click to expand...

Ok, I was under the assumption he just needed to know how to set up Outlook.