Support reponse time.

lpt · Thu Mar 31, 2011 11:35 am

Hello,

I recently started to use Starwind. I opened two tickets, and support reply time is huge. In two days i sent two emails requesting aditional information and no reply.

This doesnt makes me very confortable. In case of a serious problem, how can i guarantee that will have support? We cannot afford to use something so critical like ou SAN's, and dont have a fast support from the software vendor.

Is just me having this problem? Any better way to request support?

Thanks in advance.

Oleg (staff) · Thu Mar 31, 2011 12:46 pm

Hello,
as I see in a ticket's history you have to get replies.
Please check your e-mail attentively.

More over we are worrying about our clients and we are doing our best to make them satisfied with our software.

B.R.,
Oleg Netsevych
Head of Technical Support Team
StarWind Software Inc.

lpt · Thu Mar 31, 2011 2:59 pm

Oleg (staff) wrote:Hello,
as I see in a ticket's history you have to get replies.
Please check your e-mail attentively.

More over we are worrying about our clients and we are doing our best to make them satisfied with our software.

B.R.,
Oleg Netsevych
Head of Technical Support Team
StarWind Software Inc.

Hello,

I didnt said you dont worry about your customers, i'm sure you do. I received the reply directly from a staff personal email, and the i replied back. Should i have replied to another email? if yes, which one?

thanks

Thu Mar 31, 2011 3:22 pm

Hi, it's always a good practice to put the support@ address in cc, this way you ensure that the email is seen by all the support team. The support engineer who replied you is out of office today and I was just replying to your email when saw your post on the forum. As per response times you get - these are described here: http://www.starwindsoftware.com/images/ ... arWind.pdf

Thu Mar 31, 2011 3:25 pm

Could you please forward me your support requests so I could check did support staff react properly. Just in case (c) ...

Thank you for cooperation!

P.S. And there's a phone for urgent issues.

lpt wrote:
Oleg (staff) wrote:Hello,
as I see in a ticket's history you have to get replies.
Please check your e-mail attentively.

More over we are worrying about our clients and we are doing our best to make them satisfied with our software.

B.R.,
Oleg Netsevych
Head of Technical Support Team
StarWind Software Inc.
Hello,

I didnt said you dont worry about your customers, i'm sure you do. I received the reply directly from a staff personal email, and the i replied back. Should i have replied to another email? if yes, which one?

thanks

lpt · Thu Mar 31, 2011 3:34 pm

anton (staff) wrote:Could you please forward me your support requests so I could check did support staff react properly. Just in case (c) ...

Thank you for cooperation!

P.S. And there's a phone for urgent issues.

lpt wrote:
Oleg (staff) wrote:Hello,
as I see in a ticket's history you have to get replies.
Please check your e-mail attentively.

More over we are worrying about our clients and we are doing our best to make them satisfied with our software.

B.R.,
Oleg Netsevych
Head of Technical Support Team
StarWind Software Inc.
Hello,

I didnt said you dont worry about your customers, i'm sure you do. I received the reply directly from a staff personal email, and the i replied back. Should i have replied to another email? if yes, which one?

thanks

Hello,

Will do. However, since it wasnt urgent, i didnt call to give you guys extra work. I can wait, just need to be sure, that if i have a problem you guys will be there to help me, even if i need to pay something for premium support.

thanks

Thu Mar 31, 2011 3:58 pm

Please do it. I really need to check response times and maybe apply some "tuning" to e-mail support processing as well. Thank you!

lpt · Thu Mar 31, 2011 4:06 pm

yes, i will.

If you can check my ticket, its urgent now :S

Oleg (staff) · Thu Mar 31, 2011 4:11 pm

lpt wrote:yes, i will.

If you can check my ticket, its urgent now :S

As I see and as I know our engineer is working with you right now.

B.R.,
Oleg Netsevych
Head of Technical Support Team
StarWind Software Inc.

lpt · Thu Mar 31, 2011 5:16 pm

Oleg (staff) wrote:
lpt wrote:yes, i will.

If you can check my ticket, its urgent now :S
As I see and as I know our engineer is working with you right now.

B.R.,
Oleg Netsevych
Head of Technical Support Team
StarWind Software Inc.

yes, thank you a lot.

Thu Mar 31, 2011 5:29 pm

Good. Still waiting for your forwards. Thank you!

oxyi · Tue Apr 12, 2011 3:11 pm

good to know this.

Just wondering when I do email support, how do you differentiate between a paid customer vs free trail customer, or there is no difference ?

Tue Apr 12, 2011 3:47 pm

We know everything about you

"Big brother is watching you!" (c) ...

Starting from the moment you've first typed the starwind word on your PC. Just kidding!
We've got a database of all the customers and constantly update each ones status adding your new e-mails and binding them with your paid account. And always trying to serve all the requests as highest priority ones.