Moderators: ScalixSupport, admin
sfischer wrote:asked yesterday via email (support@scalix.com) for support. But until now, no reply at all.
Dear Scalix Customer,
To provide you with the best possible service in technical support, we want to
make sure that we have all required information when a support ticket is
opened. For this purpose, we are now offering a web-based form for submitting
support requests.
Please go to http://www.scalix.com/support and click the link on the left side
of the page to "Open a Support Ticket"
Please note that effective immediately, we no longer accept direct e-mail
requests for new support requests. Therefore, NO SUPPORT TICKET HAS BEEN
CREATED for the issue you just reported. You must use the above mentioned form
to submit new support requests.
Once the form has been filled out, you will receive an e-mail with a support
ticket number. You can then reply and follow up using your normal e-mail
program, as before.
We apologize for this inconvenience. We believe, however, that this will help
us to resolve your issue more quickly.
Regards
The Scalix Support Team
sfischer wrote:Maybe thats the theory, but I didn't get such letter.
Just checked my Infolder, Spamfolder and Deleted Folder.
1 week has passed, no progress.
florian wrote:That's right - we accept support submissions only through the reporting form. If you send email to support@scalix.com, you should receive an automated reply that reads like this:
florian wrote:Bill,
my apologies. We switched and updated systems for our customer database today, which is linked into the support form. This took slightly longer than expected due to cached DNS records outside our control. As a result, some tickets submitted through the web form bounced and it seems yours was one of them.
Everything should be back in service now and I hope your call has been attended to. If not, please send me a personal email and I'll make sure someone gets on it as quickly as possible.
Best,
Florian.
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