Hello All,
We are a reseller of Opensrs for 4 yeras now and have been satisfied in respect of domain related service.
We have a few customers for whom mail is really critical amd important and we are seriously considering Tucows/ Mail + Defense System
We just signed up for EDS and found that Support Response Time is way too much for an email service (currently a ticket not resolved fully inspite of 2-3 seperate mails since June 1) .
It's always been too slow especially considering global timimgs. Particularly, it works only with North America day timings and not for other regions, for which response is too slow
In fact response time may be acceptable for domain registration issues - but for email / email defense etc, we should have faster response timing. When email stops flowing everyone gets annoyed (naturally) and want quick restoration and a delay of 18 - 48 hrs is not acceptable to any customer
You can have the mails categorized by asking resellers to put some keyword like EMAIL / EDS or something, thereby having the mails queued up seperately for email related support.
There are other suggestions, whioch I'll post vi other mails - just in order to not to mix up the issues
Regards,
-- Raj.
