I recently ran into an administrative issue, which is still being resolved.
We are an ASG User with Platinum support and Mail Security for 250 Users.
After entering our new licence key SMTP functionality completely stopped. I was advised by our reseller to log a request with Platinum support, which I did.
I didn't like the approach of leaving a voicemail and not actually speaking to a person, but I followed the procedure. I validated the Platinum support package and left my request:-
Entered new licence key, Email is down and is critical to the business. Please call me on ********
4 Days later I received the following email:
I was just wondering what the status was on this issue. Do you need any more
assistance with this or can we close this case?
I have since discovered they emailed me back - How stupid!
I am really angry with the support team for the way the issue was handled. We pay for Platinum support because the uptime is important to us, and support in instances like this is critical.
I feel that I should write an official complaint. Would you agree that it is warranted in this instance? If so does anybody know their complaints procedure?
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