Support SLA

Discussion in 'Users’ Corner' started by Destruction, Jul 25, 2017.

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  1. Destruction

    Destruction Old Hand

    Hello,

    I have noticed that the SLA (Service Level Agreement) for support is that they will get back to you in 1 business day. To be honest I cannot remember the last time I had a reply within 48 hours, aside from the automated response.

    Can this be changed to give us an accurate idea of when we should expect a response? I'd rather have a longer SLA that I know I will be answered in than a faster one that is never met.

    Thanks,

    Des
     
  2. frankthetank1974

    frankthetank1974 Board Analyst

    you got a reply :eek::eek::eek::eek::oops::oops:
     
  3. Destruction

    Destruction Old Hand

    Every now and then they treat me to a reply, how kind of them!
     
  4. frankthetank1974

    frankthetank1974 Board Analyst

    I get a few peach`s saved too very erm :eek::eek::eek:
     
  5. I've gone 2 days in some instances and months in others.
     
  6. Satan_Himself

    Satan_Himself Forum Baron

    I had a problem some time ago and they solved it in less than an hour. Maybe luck?
     
  7. Destruction

    Destruction Old Hand

    I'm not saying they never get answered quickly, its just a rare occurrence. If they're going to say their SLA when you get the automated response then they should always reply in that time, even if they don't have a full response and say "Hi, I am still looking into this and will get back to you tomorrow" then that would be fine!
     
  8. Erin418

    Erin418 Forum Greenhorn

    What's the point of getting replies when 85% of the times it's negative ones where it looks like they didn't even bother with your problem :p
     
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