Dear Customers,
Live Chat has been a means of support we at JodoHost have been providing for well over 2 years now. We've had great success with it, and a lot of positive feedback.
But as our customer base continues to grow rapidly, support requests via Live Chat have grown exponentially. We had originally designed our Live Chat service for purely the escalation of existing support tickets. Today, it has turned into the primary support means for any issue, for a lot of customers. A majority of our customers are using Live Chat now, as opposed to ticket support.
We have hence been forced to require all customers seeking Technical Support via Live Chat to have first submitted a ticket through our helpdesk (visit www.jodohost.com/help.asp to get to the HelpDesk). This includes tickets for all emergency issues. Only if the helpdesk is down or not functioning correctly, will our team entertain Technical Support issues without a ticket #.
Since Live Chat now will purely be a mechanism for the escalation of support issues, you must also demonstrate a clear urgency in order for us to look into the issue right away. if the issue isn't urgent, we do request you wait for a response via ticket (we get back to most tickets in under 60 minutes)
We thank our customers for their cooperation. Apart from improving the efficiency of our team, this measure will also insure better security as Live Chat has also been abused in the past for unauthorized requests
Live Chat has been a means of support we at JodoHost have been providing for well over 2 years now. We've had great success with it, and a lot of positive feedback.
But as our customer base continues to grow rapidly, support requests via Live Chat have grown exponentially. We had originally designed our Live Chat service for purely the escalation of existing support tickets. Today, it has turned into the primary support means for any issue, for a lot of customers. A majority of our customers are using Live Chat now, as opposed to ticket support.
We have hence been forced to require all customers seeking Technical Support via Live Chat to have first submitted a ticket through our helpdesk (visit www.jodohost.com/help.asp to get to the HelpDesk). This includes tickets for all emergency issues. Only if the helpdesk is down or not functioning correctly, will our team entertain Technical Support issues without a ticket #.
Since Live Chat now will purely be a mechanism for the escalation of support issues, you must also demonstrate a clear urgency in order for us to look into the issue right away. if the issue isn't urgent, we do request you wait for a response via ticket (we get back to most tickets in under 60 minutes)
We thank our customers for their cooperation. Apart from improving the efficiency of our team, this measure will also insure better security as Live Chat has also been abused in the past for unauthorized requests