Three months ago, we began using the after-hours call center. Things have not always been as smooth as we would have liked, but overall, it seems to be working pretty well. We have been paying attention to the feedback from our subscribers, and the biggest message we’re hearing is that the after hours support window (in other words, outside the M-F 8am-6pm office hours) should be extended. Well, we do listen…
Starting immediately, on a trial basis at first, we will be extending our after hours support line to 24 hours, seven days a week. Now, you will be able to call and speak with a support technician whenever you are having a problem, not just during the old, limited support hours. This extended support line is still Tier 1 support only, and escalations will still be handled the same way (next-day response, except for holidays), but we believe this should help our subscribers get assistance on their own schedules, not just on ours.