How to get good support from Netburner....
Posted: Fri Sep 24, 2010 1:50 pm
I just sent out this response to a support ticket with a subject of
"Two Questions" The user had both a tools install and hardware A/D reference question.
In the future separate questions will get a better response.
The way support works here is the engineers look at the list of new
questions and choose to answer the ones that they can. When a question
sits unanswered for close to a day then it will get specifically
assigned to someone.
I can easily answer hardware questions, but I fail at tools problems.
The tools guys can help with the install , but have no clue about the
reference question.
So your question sat for 6 hours as no one could take it and answer both
questions.
Better to open two tickets with a clear question in the subject.
If I'm scanning the list of new tickets and I see one with a subject
that I know the answer to I'll open that one first and It will get done
quicker than a generic "I have a question" as I will have gone through
the list and looked at the subjects that I know about before I get
around to looking at the mystery questions that don't jump out at me.
Our support is a bit different as ALL our engineers do support on a
daily basis. we have no dedicated support staff. The goal of this is to
keep the engineers in touch with the problems customers are having.
"Two Questions" The user had both a tools install and hardware A/D reference question.
In the future separate questions will get a better response.
The way support works here is the engineers look at the list of new
questions and choose to answer the ones that they can. When a question
sits unanswered for close to a day then it will get specifically
assigned to someone.
I can easily answer hardware questions, but I fail at tools problems.
The tools guys can help with the install , but have no clue about the
reference question.
So your question sat for 6 hours as no one could take it and answer both
questions.
Better to open two tickets with a clear question in the subject.
If I'm scanning the list of new tickets and I see one with a subject
that I know the answer to I'll open that one first and It will get done
quicker than a generic "I have a question" as I will have gone through
the list and looked at the subjects that I know about before I get
around to looking at the mystery questions that don't jump out at me.
Our support is a bit different as ALL our engineers do support on a
daily basis. we have no dedicated support staff. The goal of this is to
keep the engineers in touch with the problems customers are having.