Inka
Perch
Lately there are too many problems with the email service. On January you took measures to have "100% uptime" regarding email which was not the case
Although I understand this is not your fault (according to your explanations) I think you should solve these issues quickly and for good (if possible). I am receiving too many complaints about the service. Email is something most people rely on and they can have legal problems if they don't answer some communications on a timely manner. I have some customers from the government of my country and they are getting upset and my reputation is suffering
I have some suggestions:
1. Tackle one problem at a time:
You must solve the email problem first instead of opening a brand new ticket system that it's causing us so many problems. Now we don't only have problems with the email but also we cannot rely on the ticket system. I could not see my past tickets, and even if I open a new one it is shown nowhere
2. Don't rush to make changes!!
This is plausible with the ticket system. It has not been working ok. It seems that you don't test anything before doing a change or test too briefly. It was the same with the redundant email server where you told us that there were going to be "no problems or interruptions" which was not the case. I understand that problems can arise anyway but in order to minimize that you should not make these changes during the week, or in the morning. Do them on weekends and let your resellers know **in advance** (e.g., the new ticket system was suddenly implemented and I did not know anything about it)
It was the same with some patches for HSPHERE. You told us that you accept some features from PSoft just because your competitors do the same (I think HPSHERE 2.4, but not very sure). This is a very poor reason. See if your competitos have problems with the new patches, and then wait until the changes are stable
3. Improve communications with your resellers
I cannot monitor the forums 24x7. Why don't you mass email your resellers as soon as you notice a problem? Lately my customers and not you are letting me know about the problem and that does not make me happy
These are suggestions. Don't answer angrily but try to understand that my concerns are valid
Thanks
Although I understand this is not your fault (according to your explanations) I think you should solve these issues quickly and for good (if possible). I am receiving too many complaints about the service. Email is something most people rely on and they can have legal problems if they don't answer some communications on a timely manner. I have some customers from the government of my country and they are getting upset and my reputation is suffering
I have some suggestions:
1. Tackle one problem at a time:
You must solve the email problem first instead of opening a brand new ticket system that it's causing us so many problems. Now we don't only have problems with the email but also we cannot rely on the ticket system. I could not see my past tickets, and even if I open a new one it is shown nowhere
2. Don't rush to make changes!!
This is plausible with the ticket system. It has not been working ok. It seems that you don't test anything before doing a change or test too briefly. It was the same with the redundant email server where you told us that there were going to be "no problems or interruptions" which was not the case. I understand that problems can arise anyway but in order to minimize that you should not make these changes during the week, or in the morning. Do them on weekends and let your resellers know **in advance** (e.g., the new ticket system was suddenly implemented and I did not know anything about it)
It was the same with some patches for HSPHERE. You told us that you accept some features from PSoft just because your competitors do the same (I think HPSHERE 2.4, but not very sure). This is a very poor reason. See if your competitos have problems with the new patches, and then wait until the changes are stable
3. Improve communications with your resellers
I cannot monitor the forums 24x7. Why don't you mass email your resellers as soon as you notice a problem? Lately my customers and not you are letting me know about the problem and that does not make me happy
These are suggestions. Don't answer angrily but try to understand that my concerns are valid
Thanks