Actinic cover

[Duncan Rounding]

Mines due, and I phoned up so discuss so held on in `queue position 2` for over twenty minutes... (seriously)

That's because you didn't have premier support.

[parklifeclothes]

They've been waiting for the snowman to thaw out a bit, he's well known for his frosty personality!!

[meden]

They've been waiting for the snowman to thaw out a bit, he's well known for his frosty personality!!

Oh- that's cold!

[Duncan Rounding]

Chill People chill. 's no point carrying on like this.

[george]

Have the "Premium" staff come in from the playground yet?

[chris ashdown]

I've been waiting all day for my letter, and now I have forgotton what I was waiting for

The little old grey cells are getting cold

[parklifeclothes]

He very good at Cold Calling!!

[Buzby]

I like this line regarding the Premium Cover

"This new service is a dedicated and personalised support service designed to provide a guaranteed response to all incidents reported"

So can I assume that for my current cover (3rd year cover Ł371.25) I am not guaranteed a response?

[grantglendinnin]

My main point of interest is feedback. Will 'Premier' support offer a feedback system - ie. I submit a ticket and somebody replies saying "thanks for the ticket. i am working on it just now" - don't think I've ever had one in all the tickets I've submitted. End up phoning up support, even though we have 'Cover' - the support is always terrible with no sense of direction - passing the buck as it were.

[george]

Who deserves Premium Support anyway?

A skilled person who looks after a number of sites but has a problem/issue/possible bug with a cosmetic tweak that they have made or are trying to make?

Or a one site owner whos problem stops orders coming in, thus rendering their business at a halt until its fixed?

Its not all about throwing money at it (like the Yids Ben lol).

[Darren B]

My main point of interest is feedback. Will 'Premier' support offer a feedback system - ie. I submit a ticket and somebody replies saying "thanks for the ticket. i am working on it just now" - don't think I've ever had one in all the tickets I've submitted. End up phoning up support, even though we have 'Cover' - the support is always terrible with no sense of direction - passing the buck as it were.

I have suggested that actinic use a ticket tracking system more than once, i dont know why they dont, but it would have thought this would improve the email support service no end. At least you know your email has been receieved

[grantglendinnin]

I have suggested that actinic use a ticket tracking system more than once, i dont know why they dont, but it would have thought this would improve the email support service no end. At least you know your email has been receieved

Yep - this would be perfect. Even the no-frills UK hosting companies use them. Do we bring this to Actinic's attention through this thread or create a wish list?

[george]

I'm sure Actinic appreciate constructive feedback on all topics anyway, even though they often dont reply to threads such as this. *waves to Frosty*

Having any problem conversation record `online` would be handy though, as it'd then be available to be viewed/replied to/worked on outwith hours, as opposed to a regular email convo where it might be downloaded only to one pc.

Can we have priority to A&E cases then?

[Duncan Rounding]

Surely Premium support is not for general design and technical issues but a fast response service to get a broken site back in business again quickly.

Ticketing should be done as a matter of course for all types of support, be it online, email or telephone IMO.

[OriginalTouch]

I would pay more for Cover IF there was Support over the weekend. Actinic could really improve their service if they answered calls at the weekend as when there is a problem, that can be over 2 days without an answer and loads of orders coming in.