Idea, just because someone isn't paying for support, you don't need to take away access to submit a ticket, unless this was one of the problems you were having on Saturday. My system is down that skadate hosts, I don't know why it's down, no one answers the phone, no one answers chat, and I can't submit a ticket. I am not asking for an enhancement, just want a procedure to get ahold of someone. Anyone else with this problem? Emil, Adden, please let me know what I am suppose to do. Here are some suggestions:
1) If you are planning to take a system down, notify the administrator of the site, give reasons for down time and the amount of time it is going to be down.
2) Give us enough time to tell our customers we are going to be down
3) Put up a flash screen. When a person trys to log into the system and it is down, at least a screen would come up and say something like "we're experiencing problems .... or we're doing maintenance and expect to be up in ...."
4) Return calls that we leave on your support answering system.
5) Have someone really there 24x7. I have never been able to get anyone
The only way I got ahold of someone yesterday was by sending an email to
support@skadate.com - I recieved an email that said "Answer: Due to the temporary server optimization the web site will be unavailable online for a couple of hours. Sorry for any inconvenience. Best Wishes, Tim, Marketing and Sales Dpt. Manager, SkaDate.com Tel. (US Administration): +15742030675.
Note that Tim said my system would be up in 2 hours. I hate to tell you but after 9 hours of down time, I went to bed. Don't know the actual time it was down. I work for a very large IT shop and they wouldn't survive running it the way you do. This is the second time this has happened to me, and my customers are pissed. I could loose major paying customers due to this. What is your answer to all of this???
