Hi: I had opened about 10 support cases in the last two months, and we have very quick response from ISS support ion all the cases.
Do you ever try to open a issue on the web page ? sometimes is faster than the automatic response. Unfortunately there is no support in spanish. Atte Juan Roa Salinas Chile "E Palacio O." <[EMAIL PROTECTED]> on Lunes, 13 de Marzo de 2006 at 13:53 -0400 wrote: >To all of you outside North America and EMEA: >Our customers have been experiencing problems to report incidents to ISS, >1. - There is an automatic response system that takes sometimes a week >or more to answer. >2.- The answer is to give an incident number and to request for them to >repeat what the problem is. >3.- The anwer has to be given in less than 2 days or the incident is >closed. In a recent event one of them received the first answer from ISS >Support after 13 days. >4. Then it begings the Way of the Cross with one request after the other >and no answer to the original question or to the original problem. >5. Then finally and after some arguments you finally get somebody that >understand the problem and gives you a solution or alternative. This may >takes several weeks. > >My question: Are you suffering the same treatment as we are receiving >here in México? If not, what are you doing different? Calling by phone >to suport is not an option to the great majority of our customers that >only speak spanish. > >What is happening to ISS support? The automatic response system just >stink. > >We are open to suggestion and reasonable recomendations. > >Thanks and Regards Juan Roa Salinas IEI - SOC Senior Manager - SGMS Phone: (56 2) 6403981, (56 9) 1003695 e-mail: [EMAIL PROTECTED] web site: www.orion.cl Orion 2000 S.A. - Chile Soluciones en Seguridad de la Informacion Empresa certificada BS 7799:2002 | ISO 9001:2000 ---------------------------------------------------- La informacion contenida en esta transmision es confidencial, amparada por secreto profesional y esta dirigida exclusivamente a el o los destinatarios indicados. Cualquier uso, reproduccion, divulgacion o distribucion por otras personas que su(s) destinatario(s) esta estrictamente prohibida. Las opiniones expresadas en este correo son las de su autor y no son necesariamente compartidas o apoyadas por la compania. --------------------------------------------------- _______________________________________________ ISSForum mailing list [email protected] TO UNSUBSCRIBE OR CHANGE YOUR SUBSCRIPTION, go to https://atla-mm1.iss.net/mailman/listinfo/issforum To contact the ISSForum Moderator, send email to [EMAIL PROTECTED] The ISSForum mailing list is hosted and managed by Internet Security Systems, 6303 Barfield Road, Atlanta, Georgia, USA 30328.
