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Hi Adam,
Lately, we are working in 4 ticket systems and making changes to our internal dashboards to improve visibility and workflow management. Also, there are 4 new team members at different levels of training with a 5th starting soon to bring us to a higher level of staffing than we have had before. In the primary ticket system that services 90% of all clients, tickets default to a status of 3. If you put a ticket in with a status of 1, the ticket will be taken usually within a minute because it alarms all staff on shift. The other status numbers are internal use, such as a 5 representing a new client or upgrade.
As always, we make our best efforts and are always striving for improvement. Standard tickets should have replies 15-30 minutes. If anyone experiences a problem or a miss in support, I encourage you to bring the ticket number to me by email, call or text message. Alternatively, and since we are always staffed, clients are welcome to call our main line to discuss any open support requests 24-7. Thank you for your business!
Sincerely,
Brad Mitchell
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President at MojoHost | brad at mojohost dot com | Skype MojoHostBrad
71 industry awards for hosting and professional excellence since 1999
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