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Currently Being Moderated

BC Support: Chat vs Phone support

Jul 14, 2012 4:36 PM

Tags: #support

Hi All,

 

As you know, the channels we use to access the BC support are the forums, chats and cases. There have been many discussions in the past related to this and the fact that we don't provide phone support.

 

Please allow me to explain why we consider chat the way to go and the best solution for supporting the partner community:

 

1) Chat is very easy to acces. Click Help & support in the Partner Portal/Admin Console and you are now just a click away from reaching us through chat. Besides this, you can now access chat here, right from this post.

2) Chat offers approximately the same level of communication, engagement and feetback as the phone does.

3) Chat offers immediate response as phone support does.

4) You can have access to a chat transcript for further reference, while you can't obtain a copy of your conversation on the phone.

5) We must share with you screenshots, KB docs and step by step instructions. We couldn't do this over the phone.

6) It's hard to troubleshoot websites over the phone. Working with long URLs is hard, pointing out elements in a screenshot is impossible and talking about something like #content-nav{border: 1px solid #A456B7} over the phone would be a nightmare.

 

Please let us know what you think. Feedback is appreciated, as always.

 

Thanks,

Vlad

 
Replies 1 2 Previous Next
  • Currently Being Moderated
    Jul 6, 2012 9:06 AM   in reply to Vlad S

    I personally prefer the chat support over phone anyways. I'll add some reasons as to why:

     

    7) I don't have to try and do stuff on the computer with a phone pasted to my ear

    8) Many times when support (not just Adobe) is based in a country that the techies have a strong accent like I would imagine would be the case here it is hard to understand. Type doesn't have an accent.

    9) Forums first also provides more documentation content in the way of others having the same issue. Easy to find answers and frees up the chat and cases for the more specific cases.

     

    I think I could do more but in my opinion you guys are doing it right.

     
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  • Currently Being Moderated
    Jul 6, 2012 9:21 AM   in reply to Vlad S

    Vlad

     

    In general, documented communication, though sometimes more time-consuming for simple questions, is something which can be revisited, whereas undocumented relies on ones usually sketchy note-taking.  I do, however, think that phone/chat/KB/forums each have their place.  They are not mutually exclusive.  The lack of phone, really, is one of staffing, isn't it?  You are doing the best you can with an extremely complex platform, with, if I infer correctly from the general tone of "things," the pace of Business Catalyst moving ahead is sometimes in sync with Adobe, but out of sync with partners.  I would like to have phone conversations for simple clarification purposes, however.  Thoughts?

     

    Dennis Woodhall

     
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  • mario_gudelj
    1,679 posts
    Oct 13, 2010
    Currently Being Moderated
    Jul 6, 2012 9:34 PM   in reply to drwoodhall

    In my 5 years at BC I've had to ring irate customers on many occasions and troubleshoot their problem over the phone and I can tell you that it's definitely a wrong format to troubleshoot websites. Just spelling out a URL over the phone makes you pull your hair out. But then a customer navigating me through their site and explaining the elements on the site and what they should look like, and what you expect them to do and look like, is equivalent to sticking a pencil in your eye.

     

    I guess it's OK for the partner like yourself to provide phone support to your customers because you have built the sites and when they mention something you'll know right away what they're talking about, but if you approach me and try to explain some issue on your site over the phone, without the URL, screenshots and so on, it would bring tears to my eyes. Plus, what happens while I'm trying to replicate the issue on my test site or if I'm investigating something with firebug? There'd be a lot of "ummmm...soooo....you like stuffff?"

     

    And if I want to share a code snippet with you, or some CSS or even point out a CSS problem, how do I do that over the phone? Plus, if your developer is overseas, which is quite likely considering how many BC partners offshore developemnt, you won't understand a thing I'm saying.

     

    And there's that issue of me telling you something today and you not being able to refer to it in future, when you come across the same issue, so you'd have to call us over and over again about the same issue and never be able to refer to the links or screenshot I can give you in written form.

     

    I think that phone support has it's place, maybe in billing or something like that, but not website support and not in Business Catalyst support. I truly hope it never gets introduced.

     

    That's my 2 cents!

     

    -mario

     
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  • Currently Being Moderated
    Jul 7, 2012 10:24 AM   in reply to mario_gudelj

    I must agree here with most that chat support is the way to go overall. However there is an option that should be considered that might satisfy some people and in certain cases will allow an extra level of support that chat or phone alone cannot offer. What I talk about is Adobe Connect or Adobe Connect Now (Connect Now is a "downgraded" version of Connect but would work for the purpose I suggest.)

     

    I mention this because I have used this with Adobe Support before. (For a none BC issue.)  Instead of the rep trying to walk me through step by step and the conversation going something like:

     

    Rep: Go Here and Do This

    Me: Okay I went here but I do not see the file.

    Rep: It should be there and positioned here.
    Me: I still do not see it.

    * 15 min later *

    Me: Oh there it is, I had to check "Show Hidden Files"

    Rep: Now go here and do this....etc.

     

    He asked for permission to send me a link and to share my screen. He then asked for permission to control the screen and explained that I could see everything he was doing etc. I agreed and instead of taking 30-60 min to walk me through everything he was able to do it in just a few minutes while explaining to me what he was doing.

     

    While I would not recommend this for every case. But as Mario mentioned:

    In my 5 years at BC I've had to ring irate customers on many occasions and troubleshoot their problem over the phone and I can tell you that it's definitely a wrong format to troubleshoot websites. Just spelling out a URL over the phone makes you pull your hair out. But then a customer navigating me through their site and explaining the elements on the site and what they should look like, and what you expect them to do and look like, is equivalent to sticking a pencil in your eye.

     

    In that case using Connect or Connect Now would have been perfect. The customer could of got the phone call and you could of still integrated a chat type environment for the links and other website information. Trying to navigate the site would of been simple with the customer able to simply point with his/her cursor to the problem. Screen sharing for support is a great way to really help in certain cases.

     

    That is my input and I will add here that I have had some great experiences with BC Support over chat and it has been much easier than any phone conversations would have been.

     

    Thanks BC for the wonderful support!

     
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  • mario_gudelj
    1,679 posts
    Oct 13, 2010
    Currently Being Moderated
    Jul 8, 2012 6:51 AM   in reply to Lynda Spangler

    I've used Connect before, but the problem is that it doesn't scale well. I can run 2 - 3 chats at the same time and help 3 customers in 20 minutes. With connect I can help one customer in 20 minutes. Plus, there's nothing on customer's computer that I have to see that they can not show me in a screenshot or a brief video. The rest of Adobe deals with program installations and other stuff that runs on your computer. BC deals with a web app, so there's nothing in that PC that we need.

     

    By the way I love customers who record videos. You can open Jing and record a video in less then a minute, upload it half a minute and show usx exactly what the problem is and really be a champion and not ask questions like this http://forums.adobe.com/message/4437985

     

    -m

     
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  • Currently Being Moderated
    Jul 8, 2012 6:03 PM   in reply to mario_gudelj

    Got it. And yes Jing is very nice =>

     
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  • Currently Being Moderated
    Jul 9, 2012 12:09 AM   in reply to Lynda Spangler

    I still like the old days when once a week Mario would do some online training/support via Connect. He could help several people at a time, open websites and get instance feedback. Three customers in 20 minutes? You could help more with the online sessions. Chat is great, but like right now, I am just waiting for the tech to answer my question. Read a few posts and typed my reply and still waiting. With the online training I would schedule the day and actually have the time to spend. Any chance those online session would ever be given another consideration?

     
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  • Currently Being Moderated
    Jul 9, 2012 11:48 AM   in reply to NucleusNet

    Hi Nucleus,

     

    Some positive news about webinars as we are targeting August 2012 to bring back various web training sessions. 

     

    However it won't be like the Q&A sessions that Mario used to do in the past and the frequency at the moment is scheduled for monthly trainings covering various aspects of BC from partner, technical and sales, etc. 

     

    Please monitor our BC Blog for upcoming news about this in the coming weeks. 

     

    - http://www.businesscatalyst.com/_blog/bc_blog

     

    Hope this helps!

    -Sidney

     
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  • Currently Being Moderated
    Jul 9, 2012 11:58 AM   in reply to Sidney Mitchell

    A thought to all partners chiming in and viewing this chat - As Lynda said, Jing or Snagit are essential tools for both Adobe BC support and for clients as well. These screen capture tools plus onlibne chat are totally the way to go. I must use it many times a day, even with employees.

     
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  • mario_gudelj
    1,679 posts
    Oct 13, 2010
    Currently Being Moderated
    Jul 9, 2012 3:45 PM   in reply to apokrisis

    And for those using Mac you can't go passed http://skitch.com/

     

     
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  • Currently Being Moderated
    Jul 18, 2012 6:42 PM   in reply to Vlad S

    The one issue I have had in the past and so have clients is chat does not work in situations when access is denied to the user. I attribute it to the same issue some cars have with keyless locks. If the battery is dead on the key there is no way to gain access.

     

    For example the implementation of the Adobe ID was a complete cluster f@#*. Users were denied access, could not log into the portal to submit a case because you were not allowed access, could not implement a chat because access was denied and could not post to the forum because your old ID was dead. In that situation the best thing I could do was create a new ID just so I could post to the forum for assistance. Granted I was one of the first to encounter the issue because I was up early that morning and I think Aus was one of the first to physically see the changes but none the less when clients start ringing at 8am saying 'I am locked out' and then I find I am also locked out it becomes a problem.

     

    Primarily accounts and sales management is probably where phone support would work best because at least someone can be contacted to look into problems of that sort.

     

    Sydney Water Board are a great example of how phone support could work. When the water stops you call the hotline, but if there is an issue in an area there is always a automated message informing along the lines of "If you are in these areas Y, Z and you are having issues it is because of Z and will be fixed soon, if you have other issues hold the line". This kind of thing can help and i think BC could utilise data centre hotlines like this.

     

    Also BC completely relying on  Twitter for notifications is not so smart. Quite often Twitter is not updated enough and or only happens well after an issue is reported. What if twitter goes down or feed can be delayed? Facebook is never updated and is a total waste of time. I can see that the facebook page is not intended for support notifications but even a setup of additional facebook pages just to tie in with twitter for each data centre is a great way to ensure issues notified at some level outside of twitter.

     

    I totally see the point of a 'paper trail' and for us we also insist from a client any request is made via email just so historically it is tracked and looked back on.

     

    People relate to people and in the end the end user is always a person. It is all to often forgotten in the eyes of a bean counter. There needs to be a balance between traditional and new methods of communication.

     
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  • Currently Being Moderated
    Jul 22, 2012 7:12 PM   in reply to Matthew_Wooler

    I like the chat, I like the tickets, the response time is usually okay, sometimes, some days things get pretty frantic and any kind of delay can get frustrating and expensive.

     

    In certain cases I would pay for esculated support on the spot. It makes sense when you're working on a $10k website with 24 hours to launch and you need that answer. I know there's discussion on certain BC members wanting to be treated better than other smaller partners, but I'd suggest that BC offer pre-paid support tickets, like insurance, where a partner might buy a book of '10 super tier tickets' to use during the year in those really critical moments. What a great door prize at the next BC event, a book of '10 super tier tickets'

     

    Good to see all this feedback on support.

     
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  • Currently Being Moderated
    Jul 29, 2012 8:56 PM   in reply to Simon Darby

    In general, I'm very happy with chat support for small quick issues. However, since Cloud opened, the level 1 support available over chat is often insufficient and needs to be escalated. It is frustrating to wait 24hrs+ for a response. I would definitely pay for a 10 pack of urgent support tickets.

     

    I feel no need for phone support. As Mario and others have said, screenshots and screencasts are sufficient to explain the issue clearly.

     

    When there are system issues, or even if you suspect system issues, don't forget that BC have set up the system status page so we can quickly check if there are any known issues. I am stoked to have this resource, as it makes a big difference to quickly check system status before getting back to a client. (e.g. login not working, website not loading)

     

    http://status.businesscatalyst.com/

     
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  • mario_gudelj
    1,679 posts
    Oct 13, 2010
    Currently Being Moderated
    Aug 5, 2012 5:39 PM   in reply to Matthew_Wooler

    If you can not log in you can always submit this form http://www.businesscatalyst.com/contact. The link is on our website and support monitors it. So, that solves the "keyless entry" issue. If you can log in and you have an emergency you can submit that also and it will go into a priority queue. Please don't abuse it though and only use it if the site or email is down. All other issues will have be placed inside the normal queue.

     

    -m

     
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  • Currently Being Moderated
    Aug 6, 2012 10:45 PM   in reply to mario_gudelj

    I think chat support is perfect. I use Jing videos and screen shots, send urls - all of which would not be possible in phone chat. I also get the transcripts emailed, if ever I need to report to a client on the content of support work. (btw Jing is free and cross platform).

    That together with support quickly sending thru links to a kb article is excellent.

    And my experience of support over the last 2 months or so has been that it is really really good - the guys are really sticking with a problem until they both understand it and have done everything in their power/knowledge to sort it out (incl when to escalate)

     
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  • Currently Being Moderated
    Aug 7, 2012 8:50 AM   in reply to Vlad S

    I don't have to use the chat often as I usually look here for answers first but when I do, like yesterday, the support has been great. As a matter of fact Rajan wouldn't even let me go until we had it fixed.

     
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  • Currently Being Moderated
    Aug 8, 2012 5:32 AM   in reply to Vlad S

    It appears there is no more tech support chat for us.  New Sheriff in town.

     
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  • Liam Dilley
    6,694 posts
    Feb 28, 2012
    Currently Being Moderated
    Aug 8, 2012 5:57 AM   in reply to WSI Dave

    New Sheriff?

     
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  • Currently Being Moderated
    Aug 11, 2012 12:50 PM   in reply to Liam Dilley

    is live chat gone? I can;t see it in the help section anymore? Did I miss an update?

     
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  • Currently Being Moderated
    Sep 2, 2012 5:25 PM   in reply to Vlad S

    Just want to add that 'Matt' from chat support did an outstanding job for us just now. Super fast intelligent response solved an important issue for us on the spot.

     
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  • Liam Dilley
    6,694 posts
    Feb 28, 2012
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    Sep 2, 2012 5:51 PM   in reply to Simon Darby

    Matt is a bit of a Legend. Picked up BC way fast. (Not the old Matt if some thinking but Matt Nade also was a legend )

     
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  • Currently Being Moderated
    Sep 2, 2012 6:04 PM   in reply to Liam Dilley

    +1! Matt is very helpful. It was frustrating trying to get help out of the new chat support team when they first started, but I have seen lots of growth in the new chat support team as they learn the product better.

     
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  • Currently Being Moderated
    Sep 7, 2012 12:00 AM   in reply to Vlad S

    Dear Vlad:

     

    I have been trying to get someone to email or talk to about your web hosting and optional support programs for the last 3 DAYS. YOUR CUSTOMER SERVICE IS CRAP. I have a number of questions. Not just in BC. And I have asked in the forums and had no response. I subscribe to Creative Cloud and would like to ask questions about BC hosting. I want to buy things from Adobe, but they refuse to let me talk to them! Unbelivable!

     

    When I go to support I have the option, so I thought, of writing an e-mail to the "experts" I tried to do that and found I couldn't ask a question because ADOBE HAS LISTED THE ONLY QUESTIONS I CAN ASK...AND THEN, DIRECTS ME TO A FORUM WITH OTHER USERS ANSWERING THE QUESTIONS! Does Adobe do anything in the Customer Support area except Chat and point people to FORUMS and FAQ'S? They should read a couple of books on the importance of making customers feel like they matter. Most company's wait until AFTER you've bought the product before they stop communicating with you.

     

    I am new to this Adobe system of customer service. I used their Creative Suite, and Adobe Acrobat since 1993 or 1994, and never had this problem. If Adobe/Business Catalyst would like my web hosting and support program business, they should call me sometime today. Because tomorrow morning I'm goin' somewhere else.

     

    And Vlad, your reasonings behind "Chat is Best" may very well be true for some issues. But they aren't valid for a guy with a bunch of questions to be answered before he buys one of your products.

     
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  • Currently Being Moderated
    Sep 6, 2012 12:39 PM   in reply to cdaa@aol.com

    The reason you get directed to the forums is because it is likely someone has already had a similiar problem or question. If not, there is plenty of very knowledgable BC Partners and BC staff that monitor the Business Catalyst forum.

     

    What sort of Business Catalyst questions do you have? I couldn't find any BC related posts started by you. I'd be glad to answer them if I can.

     

    Does it really matter if it is an Adobe support that gives you the answer you need or  an experienced user?

     
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  • Liam Dilley
    6,694 posts
    Feb 28, 2012
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    Sep 6, 2012 1:01 PM   in reply to cdaa@aol.com

    HI there,

    Like Brad mentioned you are posting in the BC forums and you have no posts at all asking for advise or help on the forums related to BC. Just the RSS feed post.

    You also mention emailing Adobe support etc. If you have a BC related issue sounds like you have not gone and made a ticket? OR used live chat?
    Like Brad said, you are directed to the forums as under the FAQ section and just with a quick search there are a heap of questions and answered questions about BC on here.

     

    At a guess as you have not actually asked the qustions you have I would say your wondering what BC features you get with your creative cloud account?
    Have you looked for information to help with your questions?

     
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  • Currently Being Moderated
    Sep 6, 2012 1:22 PM   in reply to cdaa@aol.com

    Hi

     

    It can be frustrating looking for answers on Creative Cloud and the free BC websites the first time. If you are asking about how to upgrade to another BC hosting plan, it has been a bit confusing for new users. If you are familar with other hosting providers you would expect to find that information easily, but if you can hang in there you'll find BC is actually better than anything you may have used before. We have handled a few inquiries from Creative Cloud users (some using Muse) wanting to get on the other plans.

     

    I'm sure there are other excellent Adobe BC business partners on the forum that could provide you with hosting and excellent support. You can even look at our Adobe BC offering at http://www.dotsilo.com.

     

    Adobe BC business partners may be able to offer you more individual support if you need that.

     

    - Simon Darby, Dot Silo

     
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  • Currently Being Moderated
    Sep 6, 2012 1:33 PM   in reply to Brad Lawryk

    As you know, I got your reply to my question, and replied with my questions.

     

     

    It seems to me, a novice at web-stuff, that there should be a way to ask a question or a number of questions, either in an e-mail (where you have time think), or by phone where you can easily confirm or not, your understanding of the answer.

     

     

    I'm not crazy about typing on the fly... support comes on chat and I ask everything except what I logged on to ask.

     

     

    Anyway, thank you very much for your help.

     

     

     

     

     

     

    Chris Deitz

    cdaa@aol.com

     
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  • Currently Being Moderated
    Sep 6, 2012 1:53 PM   in reply to cdaa@aol.com

    As you know, I got your reply to my question, and replied with my questions.

     

    I think I answered most of your questions on the Cloud forum now. But to be honest, for anything to do with the BC end of things it is best to ask here. Even Dreamweaver and Muse integration you will likely get an answer on this forum a lot faster than the other ones. A lot of passionate users on this one.

     
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  • Currently Being Moderated
    Sep 6, 2012 5:04 PM   in reply to Simon Darby

    Thanks a lot Simon. Good to hear that testimony! Even if the support is different from what I'm used to, I think I'll do the hosting with BC.

     
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  • Currently Being Moderated
    Sep 6, 2012 6:00 PM   in reply to Liam Dilley

    Hi Liam: I am really don't know where I asked the questions.  I never e-mailed anyone, because I couldn't find a place to e-mail to. I have learned quite a bit about finding answers this afternoon from nice folks like you who responded to my rant. Sorry about that. Just so frustrated by not being able to talk or e-mail anybody.

    Thank you very much for your response.

     
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  • mario_gudelj
    1,679 posts
    Oct 13, 2010
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    Sep 7, 2012 12:01 AM   in reply to cdaa@aol.com

    I just wander what the question is that you wanted to ask...

     
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  • Currently Being Moderated
    Sep 7, 2012 6:35 AM   in reply to mario_gudelj

    I have had them pretty much answered by a number of folks on the BC board. My questions had to do with exactly what services and options come with BC web hosting. One fellow said that BC was a better product than any he had used before, so that was a nice recommendation. I am going to sign up for partnership and hosting today.

     

     

    Thank you very much Mario for getting back to me. I appreciate it!

     

     

    PS: As I'm sure you know, when I called some of your web-hosting competitors (GoDaddy, etc.) I got someone on the phone who explained everything about what they do in detail. Answered all my stupid questions (I'm new to web business). And gave me options on different products. I was delighted to have someone I could say: "So the X does this when Y happens. Is that correct?" They would verify, or explain my error immediately. The experience was very user-friendly. Your system, especially for a newbie is hard. I looked for my answers for 2-days and in some instances found the answers, but I still needed clarification because of my inexperience with everything web related. I got so frustrated and angry that when I saw the post about "chat vs talk", I exploded with a rant. Sorry about that.

    Again, thank you for getting back to me.

     

     

    Chris

     
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  • Currently Being Moderated
    Sep 8, 2012 9:09 PM   in reply to cdaa@aol.com

    Hi Chris

     

    I am glad you have found the answers to your questions, but I am sorry it took you 2 days for it.

     

    If you have questions about BC product, features etc, you should contact our sales team by submitting a contact form or using the chat : http://www.businesscatalyst.com/contact  There is no silly question, and we want the things to be as clear as possible for our customers.

     

    On BC main page http://www.adobe.com/products/business-catalyst.html you should find links for our blog and the help & support.

     

    If you need to create a case or chat with a technical support engineer, you should use the "help & support" button from your site admin,enter your AdobeID & password again if required , and then from the support page you should chose "create a case" or "chat with support"

     

    support_page.png

    Please ask your all BC's questions using these contact channels.

     

    Best regards,

     

    Aniela

     
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  • Currently Being Moderated
    Sep 9, 2012 9:18 AM   in reply to Aniela Goia

    Dear Aniela:

     

     

    Probably, because of approaching deadlines, etc., I never read what I should have to know exactly how your support services worked. I have since learned. Thank you kindly for your help.

     

     

    Chris Deitz

    cdaa@aol.com

     
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  • Currently Being Moderated
    Sep 18, 2012 3:52 PM   in reply to cdaa@aol.com

    I'm replying to this post because I had similar experiences with Adobe - TWICE. First - it took me over a week to get them to sell me Creative Cloud when it became available because of a glitch in their systems when it came to my account. Then it happened again since I've been trying to upgrade to BC Marketing and then eCommerce plans. I've read the rest of Chris' thread and it seems he's cooled off a bit. I'm not ranting right now, but i have tried at least 3 different times to upgrade and give up every time because Adobe makes it so hard to buy BC from them.

     

    I'm encouraged that Chris feels better, but the very reason I'm turning to a solution like BC is because I don't have time to figure everything out for myself - even with the help of forums - when I just want a simple, reliable system to launch my new product. Forums are wonderful for those who use them. But for someone who's just considering BC, forums are not the best place to turn.

     

    For example, the first thing I clicked on when I came to this forum today was a post about outages. BC was down for 2 days!!?? Does that mean my site was down too and I didn't know about it?! It's very disconcerting when I come to the forum yet again to see if i can get answers to questions before i buy and I see veteran users outraged that they and their clients were down and there was no notification. Really!!??  Is that what it's like to work with BC?

     

    Like Chris, I WANT to buy BC. Right now I'm so nervous about this vital decision that I'm not sure what to do since I have been planning to use BC when I reached the point I'm at now. If anyone has words of encouragement about BC, it may be worth the struggle with Adobe to make the purchase in spite of their aversion to telephones.

     

    Thanks for any help you can offer...

     
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  • mario_gudelj
    1,679 posts
    Oct 13, 2010
    Currently Being Moderated
    Sep 18, 2012 4:32 PM   in reply to aih@mac.com

    BC was down for 2 days!!??

    It wasn't. The sites never went down.

     

    Does that mean my site was down too and I didn't know about it?!

    No. Sites never went down.

     

    It's very disconcerting when I come to the forum yet again to see if i can get answers to questions before i buy and I see veteran users outraged that they and their clients were down and there was no notification. Really!!??

    Sites never went down. Our email provider OpenSRS had an outage - http://www.opensrsstatus.com/service/email-service/email-cluster-b/

     

    We have also kept our users informed at http://status.businesscatalyst.com/

     

    We have been let down by our email service provider twice in one week, which is really unfortunate, as we chose best of the best when we moved our email service from in-house to them. They had a very good record and for a year we never had any incidents, which is why we chose them... Anyway, this issue was completely beyond our control and the whole team here felt helpless seeing these posts come in and we couldn't do anything about it.

     
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  • Currently Being Moderated
    Sep 18, 2012 7:17 PM   in reply to mario_gudelj

    Mario, it should also be pointed out that even though the email provider was down, no one lost any mail. Any mail clients would have gotten when it was down did still get there.

     

    No clients missed any sales and site interaction such as form submissions still worked as sites were still 100% operating and any sales or interactions they may have had were still recorded in the admin live feed.

     

    I would rate last week's outage as a minor inconvienence. Today's outage I would rate as barely noticable - I don't think I missed any mail at all on the one account I personally have on BC mail. And both outages I never even got one call from the clients that I do have on BC.

     
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    Sep 18, 2012 9:11 PM   in reply to aih@mac.com

    Dear aih:

     

    I feel your pain. I still haven't made up my mind on a "hosting" service. It really bothers me that I can't call anyone. I realize that that is probably an effecient way to handle customer service from Adobe's side of things, but it's not reassuring to me at all.

     

    Because ot the problem I had, I have been researching other hosting places. It is hard for me to determine what's best, as I don't know all that much about website building, etc. I've been in the advertising and marketing business a long time, (I used to hire web design outside)but the nuts and bolts leave me unsure of myself. One thing I have noticed is that every one of the other companies offers phone support, some 24/7. But I will probably still go with BC because of the ties to Muse, which I use.

     

    They have eased my mind a bit with all the e-mails offering to help. But it sure would be nice to call and ask a simple question. Even if it's just to reassure myself that I'm doing the right thing.

     

    Others have posted that they have no problem with Adobes CS system and they get their answers quickly, etc. I hope that's the case after I start with BC.

     

    I still am uneasy about going live with my site (that's still being worked on) I have a domain name that I bought from GoDaddy now I have to figure out how to do that. I would bet that the answer is in FAQ.

     

    In any event, I really don't know what the best option is. Everyone tells you they're the best, and it's oh, so easy. I think I'll try to get the site up tomorrow, and see what happens.

     

    Good luck to you.

     
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