Re : Why is it so HARD TO GET SUPPORT ?

Hi Mel,

Please accept my sincere apologies for the bad experience that you had to encounter with our support services. I lead the support team and i did go through the list of support tickets raised by you and the responses from our team. The requests raised by you in the last 2 weeks had only been responded by our team after 30+ hours which is beyond our SLA of 24 hours. I have spoken to the entire support team regarding this issue. We have support staffs operating from 3 different locations and I have assigned reps to be to available in all time zones to cover all geographical locations. The primary reason for the delay was due to a new version release of PMP v9000 that was scheduled to be out couple of weeks ago. Our development team hit a few road blocks which delayed the release and therefore they were completely occupied. We also have a dedicated testing team that covers the product testing across various platforms.

About half of the support requests that we receive would require our support team to co-ordinate with our developers and testing team to provide a proper response. Due to the development team being occupied has caused this ripple effect affecting our support teams response time. Our support team were also working with few of our customers who had volunteered for beta testing the upgrade. I assure you that this does not occur regularly or with early new release. This new version contains major UI and framework level changes. I understand that it still does not make for an excuse for us to falter in our SLA. I will take responsibility for this and I will ensure that this does not happen again. A few our newly hired support staffs are under training for the last 45 days and they will be joining the team by this week. I will have one of my support reps call you and address all the outstanding issues you have. Please bear with us this one time and give our support services one more try.

Ganesh

[Technical Consultant | Password Manager Pro]
Office: +1 408 454 4014
Email: passwordmanagerpro-support@manageengine.com
www.manageengine.com