Hello everyone - as most of you are more than aware, we've got a significant backlog of support tickets in our queue's at the current time. I'd just like to give you some insight into the steps we're taking & continue to take to address this & to ensure that we NEVER get into this place again!
The EDS issues throughout March/April & into May continued to spike our volumes on a daily basis & unfortunately did not allow my staff the opportunity to focus on non-email related problems. Now that the EDS Portal & Quarantine issues are behind us (in terms of Support tickets) we've reprioritized my team & have also added some additional oversight to ensure that work is getting done in a timely manner. Resources continue to be added to the group as prior to the EDS debacle we were running fairly lean & hours of coverage in the team continue to be expanded also to get us to 24/7/365 by the end of the summer. Due to the overall complexity of the product & its support environment it takes almost 2 months of training to get a resource up to speed which is unfortunately a lot longer than I (& I'm sure all of you) would like, but our first batch of trainees is now coming online & you will start to see a positive impact from them almost immediately. I expect to be doubling the size of the team by the end of this year so you will gradually see more resources coming online throughout this timeframe. I mentioned in an earlier post about our search for a new ticketing tool & thought I'd let you know that we've short listed it down to 3 different products at the current time. We're looking to provide an ITIL compliant tool & are working to implement the ITIL methodologies throughout the company over this year. I hope to have the new ticketing system fully in place by September/October of this year. I hope this gives you some insight into where we were/are & where we're going in the future & I can only apologize for the length of time its taking us to get there. As always, feel free to send me an email if you have any specific questions/concerns & I will address them as quickly as possible. Sincerely, Hutch Morzaria ------------------------------------------ Tucows Inc. Hutch Morzaria Director Technical Support [EMAIL PROTECTED] 96 Mowat Avenue Toronto, ON Canada M6K 3M1 ------------------------------------------ -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of John Kisha Sent: Tuesday, May 22, 2007 3:01 PM To: [email protected] Subject: Re: [domains-gen] RUI Domain Search Query Doubt that they are 'down' per se; it's just that they don't respond for about a week or so. I sent a query two days ago regarding a client not being able to send ANY EMAIL AT ALL (all bouncing as spam) and I have yet to hear back. Seems like they are going down the toilet all-together. Because of their progressively worse service and support, I have moved all my email and spam in-house with the exception of this one client (a large IMAP user and didn't want the load on my servers if possible) and one other client that is using email defense--or should I say soon to be ex-clients because of all of the problems with Tucows. I'll be bringing any other miscellaneous accounts I have with Tucows in-house and slowly transitioning my domains away from them as well. I can understand temporary glitches, but what has been going on over the last several months is no longer excusable. John Kisha Inland Pacific Consulting -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of tmsnet Sent: Tuesday, May 22, 2007 2:36 AM To: [email protected] Subject: [domains-gen] RUI Domain Search Query Don't know if reseller-support is down, but sent query yesterday and haven't even received automated response. Does anyone know if it's possible to search to identify domains that are under our control but *not* on our nameservers? Much appreciated. Peter _______________________________________________ domains-gen mailing list [email protected] http://discuss.tucows.com/mailman/listinfo/domains-gen _______________________________________________ domains-gen mailing list [email protected] http://discuss.tucows.com/mailman/listinfo/domains-gen _______________________________________________ domains-gen mailing list [email protected] http://discuss.tucows.com/mailman/listinfo/domains-gen
