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The Support is not enough


maybars
15-03-2010, 20:29
Don't be that much happy. I don't want to crash you but it was being used on French side for a month I think but actually, it is nearly useless. (in direct proportion with 4 support requests) so I am not biased. They are replying what they would like to. Now, a scale will be added to support that you will grade each ticket.

I really hope it will get better, really.

jonlewi5
15-03-2010, 17:15
Very good move!

mvegetto
15-03-2010, 15:52
Awesome!

elvis1
22-02-2010, 18:14
Quote Originally Posted by Andy
Sounds great!
+++++++++1

Andy
21-02-2010, 14:38
Sounds great!

Andy
21-02-2010, 14:37
Hello,
In support, the last 2 weeks, we have implemented
a button that lets the future in charge of a problem
response time or quality of response support.

Result: there was not much warning. Up to a big
ten per day over several thousands of emails answered.
One would think that the media OVH is excellent. No penalty
to emphasize: I do not believe for one second. The media is OVH
by definition (just like email) not good, slow and
meets side of the plate. It's like that. We know. But
I am very grateful to click on the "alert" the
responsible when the media is just wrong. This we
will fix your problem, but also see what kind
problems happen more often then find a solution
this problem. Here you do not click. This is not normal. And
So I do a little advertising for this button "alert". Click.

Ovh enters the phase of production "support 2010
where we will change the contract to extend the hours of support,
add support intervention 24/24, offer support
24/24 software with the introduction of probes on your projects
to initiate interventions at OVH etc. etc.. And so we
needs and feedback including alerts about where
make efforts for rapid response or improve
response quality.

We will also leave the graphs with the response time
each message and notes that you do. It will make
averages over the past responses and these graphs there are
public. That way everything is sharp and clear.

It's your ***** now. In support

Thank you in advance!

oles@ovh.net
21-02-2010, 14:26
Hello,

In support, in the last 2 weeks, we have implemented a button that allows notification of problems to the administrator on the response time or quality of a support response.

Result: we do not have much warning. Up to a dozen on a big day of thousands of emails answered. One would think that the OVH support is excellent. Just to emphasize: I do not believe that for one second. The OVH support is by definition (just like email) not good, it's slow. It's like that. We know. But I am very grateful to you to click on the "alert" in the manager when this support is just wrong. This will allow us to fix your problem, but also see what kind of problems happen more often, then find a solution to this problem. But you're not clicking it, which is not normal. So I thought I'd do a little advertising for this "alert" button. Click.

Ovh enters the phase of production "support 2010" where we will change the contract to extend the hours of support, add 24/7 support intervention, offer software support 24/7 with the introduction of probes in your projects to initiate interventions at OVH etc. etc.. So we need feedback and notes to find out where to put the effort in terms of speed of response or improve the quality of response.

We will also leave the graphs with the response time to each message and notes that you make. It will mean the latest answers on these graphs and these will be public. That way everything is sharp and clear.

Its your moan now. In the support

Thanks in advance !

All the best,
Octave