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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 11/09/2009 11:38:09
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haggis
SysAider
Joined: 08/07/2009
Messages: 9
Offline
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 To Sysaid support:
Hi I logged a ticket yesterday, sent a reminder today, tried to phone support and am banging my head against a brick wall? 
Is there really any support for Sysaid apart from this forum? 
What is with the opening times as well?
"Friday 06:00 a.m. - 2:00 a.m. GMT" ??? what does this mean? still no response?
I know you guys are all very clucky here but this is my first try at getting support and so far it sucks 
Explain yourself Sysaid? If you want to compete at least answer your phones!
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11/09/2009 13:39:09
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Shy
SysAider
Joined: 11/05/2009
Messages: 16
Offline
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Dear haggis
Thank you for contacting SysAid Forum 
Did you send your service request to helpdesk@sysaid.com ?
If so did you received a service request number ? if you did received a request number please send us this request here and we will make sure to send you a quick answer .
Our live support hours :
06:00 am - 08:30 pm (GMT)
09:00 am - 04:30 pm (EDT)
This message was edited 1 time. Last update was at 11/09/2009 15:31:57
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13/09/2009 02:49:23
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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Hello Haggis.
SysAid's support hours on Friday are 6:00AM- 14:00PM (GMT), after this time, we provide phone support for urgent cases.
In regards to your case, as soon we received your message, one of our support personal has sent you a solution.
For future cases, if you encounter an urgent issue on Friday after the listed operating times, you can leave us a message on our live answering service, and one of our support professionals will contact you shortly.
Best regards.
Haim
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Pushing IT forward |
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14/09/2009 04:07:20
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haggis
SysAider
Joined: 08/07/2009
Messages: 9
Offline
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#258093
Got a reply friday night 18:48 (after moaning on here), but I did log the ticket Thursday 16:48...
My response was to download the latest version which I am having problems with. the link it just replies
"Contact grant@gh**.net does not exists in SysAid CSS database.
Please contact the server administrator,helpdesk@ilient.com and inform him/her about the problem.
Try Again"
I have tried several times before but to no availa and tried again today?
Is the link broken or am I missing some user/password details?
thanks for your replies guys.
This message was edited 1 time. Last update was at 14/09/2009 10:22:53
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14/09/2009 10:01:27
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AndyM
SysAider
Joined: 03/09/2009
Messages: 4
Offline
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Haggis, I'm a new Sysaider (not even purchased yet) and I've received excellent support using the email/SR system. I've asked 18 questions, received good answers to almost all of them, and dug in the forum for other solutions.
I'll be purchasing soon because of this good experience. My two-cents...
--Andy
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14/09/2009 10:16:25
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haggis
SysAider
Joined: 08/07/2009
Messages: 9
Offline
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That's fair enough, I like the product!! and yes my advise would be to buy it.
I did manage to get hold of them this morning on MSN and have now got the latest version so will install that later today and see how it goes.
Just frustrating when tickets go ignored and phones go unanswered then you try online stuff like MSN and that's offline as well. It's fine people work till 2 on a friday but they should at least try to get back to people who have emailed them on the thursday before.. was my main point!
Especially if the answer is a generic "download the latest version and see if that works"...
The End
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15/09/2009 02:25:40
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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haggis,
The answer you received was not a generic response, an upgrade was the best solution to your issue, and as I can see from the service request, after chatting with one of our live support representatives, your issues was resolved.
I understand that you feel that you did not received the best level of service in this particular case and I hope we will be able to correct this impression and continue providing you with the best service for many years to come.
Best regards.
Haim
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Pushing IT forward |
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17/09/2009 07:53:30
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1425
Location: England
Online
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haggis wrote: To Sysaid support:
Hi I logged a ticket yesterday, sent a reminder today, tried to phone support and am banging my head against a brick wall?
Is there really any support for Sysaid apart from this forum?
What is with the opening times as well?
"Friday 06:00 a.m. - 2:00 a.m. GMT" ??? what does this mean? still no response?
I know you guys are all very clucky here but this is my first try at getting support and so far it sucks
Explain yourself Sysaid? If you want to compete at least answer your phones!
Haim, the hours are still wrong on the page http://www.ilient.com/Sysforums/forums/support.page
they read:-
Friday 06:00 a.m. - 2:00 a.m. GMT
should be :-
Friday 06:00 a.m. - 2:00 p.m. GMT
although on http://www.ilient.com/contact_support.htm
it states them as :-
Friday 05:00 am – 01:00 pm (GMT)
can someone please edit those 2 pages so they read the same hours on both pages!
so do you start at 5am GMT or 6am GMT ?
that should help clear up a few things...
P.S. I thought you guys generally worked sunday - thursday out there, is there tech support on a sunday?
This message was edited 1 time. Last update was at 17/09/2009 08:01:22
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Need help? Try the SysAid wiki first! - http://sites.google.com/site/sysaidwiki |
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21/09/2009 11:51:29
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hankosky
SysAider
Joined: 26/08/2009
Messages: 17
Location: Mokena, IL
Offline
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The Times are also different on "http://www.ilient.com/faq-interested.htm"
Live Support Hours
06:00 AM - 08:30 PM (GMT)
09:00 AM - 04:30 PM (EDT)
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23/09/2009 16:17:26
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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Thank you for your feedback.
I've alerted our website team which will fix the posted support hours as soon as possible.
Regards.
Haim
This message was edited 1 time. Last update was at 23/09/2009 16:20:50
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