This is a function of the fact that people like Chuck and Ken are absolute
hounds for issues, and are extremely customer-focussed. Remember, the
support guys are going through large queues of problems and solving issues
in mass quantities. While we would all like support response times to be
quicker, I think overall our response times are quite good (of course in
times of extreme stress things bog down a bit), and better than most.
I would also note that, wrt to your second issue, we are implementing a
system to allow knowledge to be shared better within the organization so
that hopefully what happened below will not happen again. I can tell you
that our support guys are solid, and Chuck and Ken are just trying to make
them look bad by sitting on the easy issues ;-).
Regards
----- Original Message -----
From: Stewart Boutcher <stewart.boutcher@webworlds.net>
To: OpenSRS Discuss List <discuss-list@opensrs.org>
Sent: Tuesday, May 01, 2001 11:29 AM
Subject: Re: support e-mail
>
> > I can say or comment on how good the support system is in regard to
replying
> > back and solving the queries. but one things is clear Charles
help/solves
> > the query much better and faster than support.
>
> Abso-bloody-lutely.
>
> I emailed support@opensrs.org & discuss-list@opensrs.org within 5 minutes
of
> each other. Ken replied to the question within 2 hours with an answer
that
> enabled me to get on with what I was doing. What did support say (24
hours later)?
>
> "I'm afraid this is not something we have further information on."
>
> Very useful.
>
> Perhaps OpenSRS can sack all their support staff apart from the techy ones
and just
> get them to read this list? How about it? Perhaps they can pass the cost
savings
> on to us loyal RSPs in the form of lower registry fees...
> (no doubt a point for discussion on many occasions)
>
>
> --
> Stewart Boutcher Systems Support
> stewart.boutcher@webworlds.net
>
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