KViSR
11-06-2008, 11:30
Machine translation
Hello,
Since the beginning of the week, the commercial and technical support-council is opened, in the week, between 8:00 and 20:00 and
the weekend between 9:00 and 17:00.
If you have questions about our offers, if you hesitate between
2 services, if you have particular needs, if you wish information on " how to make? " , or you wish to speak with somebody about Ovh on your needs, this support is there for that.
You can contact it by the email or telephone. The support council will evolve/move under the new interface v3 under a few weeks.
On the other hand if you have a dysfunction, a breakdown or " nothing which goes in the service" , you can create a ticket of incident on our site. Our teams of obligation are there to 24 hours a day repair you. We work on the management of incidents per telephone 24 hours a day, with a number not surtaxed. It is planned for September. The next week, the ticket of incident is available in all the countries where Ovh is present and at the end of the year, this service will be ensured by telephone, 24heures on 24, in all the languages.
Soon, the follow-up of orders will be set up with the possibility of contacting Ovh by telephone or the email 24 hours a day, in order to succeed free the orders (to finish a transfer of a domain name, the deposit of a .fr, the installation of a waiter dedicated etc).
Context:
Historically Ovh proposed only the support to manage the breakdowns.
For 2 years, we have had more and more contacts concerning the council compared to our offers. Blow, the support of management of breakdown was found very overloaded and in much case, the resolution of breakdowns was very skirts. At the same time, the council was not made correctly. Since the beginning of the year, we work on the improvement of support at Ovh. Initially, we divided the support into 2: the council and the management of incidents. The council is there to take time with the customer. The management of incident must be fast. The system has been in place for 3 months and through the investigations of customers, he meets the needs very well. We continue work to improve these 2 supports while working on the particular cases and fixing of bugs in our systems.
In a friendly way
Octave