Support SLA?
Hi,
We're one of your largest customers, and I'm having a really hard time getting responses to basic questions and problems that have arisen in using your system. I have tried:
- support forum discussions (we use Tender too, so I'm familiar with the system)
- Emailing Marc
- Calling Marc's cell phone
- Texting Marc's cell phone
- Sending a request over Twitter to @cheddargetter
No response. So, now I'm trying a public discussion to see if you can set my expectations about what level of service we should expect from your company.
I have a specific issue with a specific customer where I'm unable to collect nearly $1000, and I can't get a response about it.
In general, the service has been working much better lately, but now I'm really sweating bullets because I can't get the help I need. Is there any sort of support SLA? Can you at least set expectations about responsiveness to issues so I know what to expect going forward?
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Support Staff 1 Posted by Marc Guyer on 07 Oct, 2010 09:36 PM
Chris, we certainly regret the delay and the worry it's caused. We've had an unusual volume of recent requests and we're working to ensure that delays like this do not occur in the future. We intend to respond within 24 hours to every support request. Historically, our average response time is less than 9 hours with the lion's share of responses within 2 hours.
Marc Guyer closed this discussion on 07 Oct, 2010 09:36 PM.