Hi Raj and all, Tucows is taking immediate steps to pro-actively improve response times for time-sensitive questions concerning the Email Defense Service, Managed DNS Service and Email Service.
Effectively immediately, we encourage you to escalate all time-sensitive Email Defense Service, Managed DNS Service and Email Service issues be using our 24/7 emergency support channel. Emergency support has always existed, however some resellers may not be aware of this option. Tucows will provide direction as to what issues should be escalated through emergency support in the upcoming LRU. Response times for emergency support requests are within 45 minutes on average. Emergency support can be accessed at the following site: http://precow.tucows.com/.emerg/. On this page, resellers are required to enter their reseller user name and to complete the OpenSRS Emergency Support Request Form. Please note that you can reach OpenSRS Reseller Support via telephone at 1-800-371-6992 Monday to Friday from 8am to 8pm eastern standard time. Further details will follow in a Live Reseller Update (LRU) next week. Regards, Bruce Bruce Dorland Product Manager Tucows -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Raj Gopalan Sent: Thursday, June 03, 2004 6:45 PM To: [EMAIL PROTECTED] Subject: Email related support 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.
