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Opinions wanted: | by hadji | 2006-07-12 13:06:32 |
| Yes |
by bitflipper |
2006-07-12 13:49:32 |
While, technically, you got a "response" within the four-hour limit, work did not begin on a solution until 20+ hours after you notified them of the problem and provided them the info they claim they require to begin such work. When we pay for 24/7 rapid-response support, we aren't just buying a messaging service; we are buying (or, at least, we believe we are buying) high-priority access to the knowledge of those who can provide us technical assistance when needed.
Look on it this way: 20 hours of an unsolved problem with an ERP can equate to just about a full day's revenues for a company. That's why you pay the premium for the service -- to prevent those lost revenues. If the company you're paying isn't working on a solution to your problem within the timeline you have paid a very high price to guarantee, then they are failing to uphold their end of the bargain, and a complaint is certainly warranted.
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