Products & Services > Suggestion Box

UK Telephone Support

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webbo:
Now that you have staff and equipment based out of the UK are there any plans to extend the support offering and establish UK-based telephone support.

It would be nice to have a free phone number like you have in the US, if you make it a premium rate number then it would be cheaper for me to phone the US anyway.

Failing having a dedicated support center in the UK you could investigate other alternatives.  E.g. Skype/Vonage give you the option to register numbers in many European cities (London being one of them).  You could register a local london 0208 number and UK customers could get your support for the cost of a landline call.

Touch wood I've never had reason to call telephone support yet but would be another way to attract UK-based (and even european) customers.

Roscoe Pico:
This is a good suggestion. We need to note that we DO NOT offer telephone support. Our telephone is for sales, billing and emergency support only. Emergency support is defined as your server being down. If your server is not down, emergency phone support does not apply. ALL SUPPORT ISSUES REQUIRE A HELPDESK TICKET.

Having said this ( phewww! :-) ), we will look into possibly offering a UK telephone number for the purpose of sales, billing and emergency support.

Thanks!

martronics:
How about adding a non emergency technical support option for an extra (hopefully small) fee  ?

solarflorin:

--- Quote from: martronics;557 ---How about adding a non emergency technical support option for an extra (hopefully small) fee  ?
--- End quote ---


Hello,

This could be a possibility, just that the only way we can track support requests properly is through the ticketing system.
Also, it's a little bit of a problem with giving IP & root/administrator password via telephone, due to security reasons.

cartwright118:
Having a Technical Support telephone is all good. But if support staff are busy answering the phones, they cant be answering the queue on the ticket support.

I personally think if everyone sticks to using support tickets, then everyone gets support in the order that the staff recieved the request.

I've had hardly any problems with long delay in support tickets, so why would having a telephone support benefit users?

Regards CJ

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