RE: Getting response from helpline -- BPCS-L

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George wrote:

>> I read a comment that someone wasn't pleased with helpline's response time. The response you get seems to vary from technician to technician, and some teams are busier than others. One thing I've found helpful is to use the web page at http://www.ssax.com/clients to report my incidents. It doesn't speed up my response time, but it serves a few other purposes: <<

I totally agree with you George. I watched and waited for months for SSA to go live with online incident reporting, hoping against hope that it would be better than phone support. My response time actually got better. With one exception, every incident that I have reported through OGS online has been answered THE NEXT DAY! Even Priority 3 incidents. The one incident that took longer somehow got logged under the European side and was actually closed when I called about it. Maybe it's harder to ignore an e-mail than to ignore a voice mail?

Susan Kregar

Systems Administrator

Nistem Corporation

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