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We have a great track record of support to our 1100+ clients. We aren't perfect, no company is. Sometimes there will be a ticket that perhaps a client is not happy with, but that is what all our staff is here for. If you feel discontent with the way a ticket is being handled, please make it known and ask for a supervisor to look it over and see what he can do to make you happy.
Additionally, please make sure that the support you are asking for is part of your services. Some machines are not covered under "management" in order to get you a lower monthly cost. This means you are responsible for the administration of the machine. Of course, if you want it to be managed we can do this on any machine and its a very affordable cost as well.
I personally look over almost every single ticket, and I mean it, every single ticket. When I get to work in the morning I go through the Closed Tickets queue and check to make sure everything was handled up to my standards. If it wasn't, I bring it up with the technicians that worked on the ticket and let them know what they could've done better. I also follow up with the clients with additional information where/if needed.
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