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The support


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

oles@ovh.net
11-06-2008, 08:24
Hello,

Since the beginning of the week, at OVH.com, the commercial and technical support advisors will be available on weekdays between 8am and 8pm and the weekend between 9am and 5pm.

If you have any questions about our offers, hesitate between choosing between 2 services, if you have specific requirements, if you want some information on how to carry out a specific task, or you want general advice from OVH, the support is there for that. You can contact the support team by email or by telephone. The support structure will change with the new interface v3 within a few weeks.

However, if you have a malfunction, a breakdown or if you think "nothing is going well in the service", you can create an incident ticket from our site. Our response teams are on duty to fix your problems 24/7. We are working on the management of incidents by telephone 24/7 also, without you having to use a premium rate number. It is scheduled for September. Next week, the incident ticket will be available in all countries where OVH is present and at the end of the year, this service will be provided by telephone, 24/7, in all languages.

Shortly, track orders will be set up with the possibility to contact OVH by telephone or by email 24/7 for free in order to reach the orders (complete a domain name transfer, registration of a .fr, installing a dedicated server, etc).

Background:
Historically OVH used to propose a support to manage breakdowns. For 2 years now, we have been contacted more and more regarding the advise about our offers. As a result, the support of fault management was found to be very overloaded and in many cases, the resolution of faults was taking very long. At the same time, the advisory teams had not been setup correctly. Since the beginning of the year, we are working on improving support within OVH. First, we divided the support in 2 parts: advisors and incidents management. The advisors are here to take time with the client. The incident management must be quick. The system has been in place for 3 months and through customers surveys, we have found that it is responding very well to the needs. We will continue with our efforts to improve these 2 methods of support while working on specific cases and fixing bugs in our systems.

Kind Regards,

Octave