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?
I can understand how that could happen and why you would feel miffed!
I only can speak about personal experience with the Americas support team, and they are very responsive. Several years ago, after I'd been working for awhile with Astaro, I had an experience similar to yours. Although I don't remember the details, I do remember the feelings of frustration and anger. After I'd calmed down a bit, I called the Astaro rep in charge of us to ask how to get the best response out of Support.
He told me that a phone call was the worst way. An email was better, but the best is to submit a trouble ticket via your free MyAstaro account. Sure enough, since then, I've seen nothing but excellent, timely response.
In the ticket, if I want them to look at the Astaro in question, I inform them that:
The IP ranges for Astaro Support US and for Astaro QA in Germany are allowed WebAdmin access.
The password for {user} will be sent in a separate email.
As soon as that is submitted, their system dispays information including the Case ID {#}. I immediately send an email to support{at}astaro{dot}com with the Case ID {#} as the subject and the password as the only message content. Normally, I later get an email from one of the engineers with a short description of what they fixed. Sometimes, I get a mini-lesson in the Astaro like the quote I posted earlier today: multipath rules don't have any effect.
Having said all that, to avoid frustrating their customers, I do agree that it would be good for them to provide better documentation about how to get the most out of Astaro Support! So, I don't fault support as much as I do "marketing" for failing to inform customers and to set expectations.
Cheers - Bob
Sophos UTM Community Moderator Sophos Certified Architect - UTM Sophos Certified Engineer - XG Gold Solution Partner since 2005
I think we've all made silly mistakes like sending an email to a server known to be down. I had told them to contact me by phone and it was critical. Surely they should have realised there was not contact from me and followed up with a phone call rather than wait 4 days and try another email......
We've been a satisfied Astaro customer for a number of years now. We've used every version from 1 to 7 with the exception of version 2. This is the first time I've needed to use their support, really frustrating and disappointing.
I've really had to think hard if paying for the support is the way forward, but I suppose the answer is yes, I think it's understandable why I feel so reluctant.
Web support from now on. Thanks for the advice. I hope any futher support issues have a better outcome.
I'm sorry to hear about your problem. We do try to be conscious of things like not emailing you if you're reporting that your mail server is down. Apparently, that point was missed in this case. If you want to pm me your case info, I'd appreciate it. I'd like to look into why.
Entering a case online gives you the advantage of being able to track the case through myastaro. With other vendors I deal with, I personally prefer opening a case by email or online portal for the simple reason that I often catch something simple that I overlooked, just by typing out my problem. I know not everyone prefers this, and you shouldn't get a lesser support experience by phoning support instead of using the online portal. I can only speak for the US support, and I know I'm not unbiased, but but we normally do a pretty good job with responding to phone calls. But, there is room for improvement, and there are some good changes in the works.
the point is though isn't part of platinum support is phone availability? If your ASG is down ahrd how do we start a ticket?
Platinum Support - 24 x 7 x 365 support offering designed for organizations requiring continuous support coverage. Contact to Astaro available via phone (toll-free) or web form (first available Astaro specialist during business hours).
Americas & APAC Support Team
Office Hours: On-Call Platinum Hours: Monday 9 AM – Friday 9 PM EST (GMT -05:00) Friday 9 PM – Monday 1 AM EST (GMT -05:00) Toll Free: International: 1.877.9-ASTARO (1.877.927.8276) 978.974.2700
If Astaro really prefers on-line access then why charge the premium for phone availability?
the point is though isn't part of platinum support is phone availability? If your ASG is down ahrd how do we start a ticket?
The additional cost for platinum support is partly for the method of contact, but platinum support offers a number of advantages, including extended hours of coverage. You are free to call Astaro support instead of entering a ticket online, if that's what you prefer. You should not receive lesser support for doing that. Iain's case delays appear to have been the result of someone missing a key piece of information when responding, not because he left a voicemail. Though, without more info, I can only guess what actually happened. I'm not suggesting that this is the case here, but one of the big reasons that entering a ticket online is recommended, is because at least we know who entered it. All too often, people leave the wrong phone number, even when speaking to an engineer - or leave no name or phone number on a voicemail. Entering tickets online avoids this.
I have had exactly the same problems with astaro support, again over an email case! the situation is even worse in europe.
Again I was advised to open a case via the myastaro portal, but that is no good if you cannot access the internet because your firewall is down.
The automated phone to email system is terrible, it can't even give you a ticket number, and sends an email like this:-
our Supportcall to ASTARO Platinumsupport has been reached
> Call at Freitag, date 1.01.10 at 10:49
> Call from MYCOMPANYNAME WAS HERE
> emailadress: MYEMAILADDRESS WAS HERE
> Telephon: MY TELEPHONENUMBER WAS HERE
> Mobiltelephone:
>
> -----------------------------------------------------------------------
>
> responsible :
>
> -----------------------------------------------------------------------
>
not really a lot of help. I usually end up waiting the full 4 hours before someone then emails me -- not a lot of help in an emergency.
> This is totally unacceptable, what is the point of paying for platinum
> support, if I never get to speak to an engineer on the phone? I may as
> well pay for the lower levels if all I am going to get is email based
> support.
Astaro's official response to my complaint was " Platinum support does not necessarily mean that support is delivered by phone.
If you open a ticket via our support form, you are able to enter a priority to the ticket which is not possible if you open it via phone."
Here's how Microsoft handles support that requires highly-trained engineers:
The Professional Support for Microsoft Certified Partners provides access to the secured Microsoft Certified Partner Online Support Web site, including its tools, information services, online events, and training to Microsoft Certified Partners at no additional charge. Pay-per-incident support is available for $195 per web submission and $245 per phone submission. A special discounted six-incident web subscription is available for $975. Some Microsoft products include a number of no-charge Professional incidents or time-limited no-charge Professional support.
By comparision, Astaro support is very inexpensive. Notice that there is a $50 surcharge for submission by phone. Perhaps that would be a better way for Astaro to handle things - enough extra to cover the additional cost of registering an incident by phone, and no chance of a misunderstanding.
Cheers - Bob
Sophos UTM Community Moderator Sophos Certified Architect - UTM Sophos Certified Engineer - XG Gold Solution Partner since 2005
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