Anyone who has sent an email to Support and has a Tracking Number (from the
automated reply) and has not gotten an answer, I will be happy to check on
that for you and tell you the status of your situation. I'll make sure you
do get an answer, ASAP.
If you do not have a Tracking Number, then it is not likely Ipswitch got
your email. Tracking Numbers are assigned to every incoming support email,
and an automatic response sends you an email with that number.
Yes, we do have a phone queue and phone mail. If you left a message (with a
return phone number) you should have gotten a response, within a few hours
(during the business day), at most (you did provide your Support Agreement
Number or your Serial Number, if still in warranty?). Our hours are 8:00
am - 6:00 pm EDT, so if you left a message after hours, it might be a couple
of hours after opening, before you get a call back. Sorry, no tracking
system for phone calls at this time.
Yes, sometimes a 'terse' response might be taken as something other than
what was intended. I too, have been 'burnt', right in this forum, for
similiar things, but at no time was it my intention (or, any other Support
persons) to offend or provide incorrect information. In this forum, I think
of myself not so much as an Ipswitch Support person, but more like one of
your peers, specializing in IMail.
Have you tried the KnowledgeBase? The manual? Help, right in the
application? I cannot tell you how many emails, both here and in our
support queues, that can be answered by these methods. True, they won't
answer everything (like some issues here, it can take some time to define a
probem before one can troubleshoot it), but we try to make them as easy to
use as possible, make them available to everyone (manuals are part of the
download, on CD, on our site) and make them as comprehensive as possible.
Please use them first, as they can often provide an answer much quicker than
almost any other method.
Daniel Donnelly
Ipswitch Technical Support
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