It takes me anywhere from 2-6 weeks to get a reply(usually closer to 4-6). On the happy side though, they finally caught up with what the rest of the software world did 15 years ago and made a web portal so you can see all your tickets and their current progress. You might have seen a link to it in your support emails: https://supportportal.thefoundry.co.uk/
Still no way to see all tickets for your organization though like you can do with all the other DCC app portals such as Autodesk's. If you submit tickets with a work email and a personal email you have to login or create separate accounts with each email account to see the tickets. On Fri, Mar 25, 2016 at 2:17 PM, Henrik Cednert <n...@irry.com> wrote: > Yep. For sure it has taken a turn for the worse. But they are aware on it > and from what I've heard they are working on it. They did bring Lester on > board and from what I've heard his steering it in the right direction with > the portal and what more. > > But yes... They have been understaffed for a long long time and as a > customer that has been really noticeable. Sometimes it feels like you get a > few standard replies just so they can buy some time and catch up with other > cases. > > Cheers > > -- > Henrik Cednert > cto | td | compositor > > Filmlance International > Cell +46 (0)704 71 89 54 > www.filmlance.se > > On 25 Mar 2016, at 20:13, John Coldrick <john.coldr...@gmail.com> wrote: > > A little bird told me their support department is basically a mess right > now - it's not really the fault of the individuals staffing the front lines > but the entire process is sort of broken. Like many of you, it seems, I'll > send a report/question and wait at least a day before just getting back an > acknowledgement of receipt. An actual set of human eyes reading it and > getting back often takes at least another day often telling me they'll "ask > the engineers", with a first pass answer taking anywhere from a couple more > days to decidedly longer. That's why I tell staff here to carefully > consider your question and make it concise, clear and descriptive since the > turnaround on "what distro are you running?" return emails will kill > another couple of days right there. > They desperately need to address this. Our financials guy just got the > bill for another year of support and he's on the warpath(understandably) > when he's paying a ton of money for laggy support. > > J.C. > > On Fri, Mar 25, 2016 at 3:04 PM, Thorsten Kaufmann < > thorsten.kaufm...@mackevision.com> wrote: > >> Got to agree sadly. Had an old support ticket that i was late on revived >> recently, after a week i opened another ticket to see if maybe the >> migration to the new system went wrong, which was not the case it seemed. >> Was supposed to go to "technical staff" and have not heard for another week. >> >> >> Cheers, >> >> Thorsten >> >> >> --- >> Thorsten Kaufmann >> Production Pipeline Architect >> >> Mackevision Medien Design GmbH >> Forststraße 7 >> 70174 Stuttgart >> >> T +49 711 93 30 48 661 >> F +49 711 93 30 48 90 >> M +49 151 19 55 55 02 >> >> thorsten.kaufm...@mackevision.com >> www.mackevision.com >> >> Geschäftsführer: Armin Pohl, Joachim Lincke, Jens Pohl >> HRB 243735 Amtsgericht Stuttgart >> >> --- >> *VFX:* Game of Thrones, Season 5 – VFX making of reel >> <https://vimeo.com/133433110>. >> *TWITTER | ADOBE BEHANCE:* Follow us on Twitter >> <https://twitter.com/Mackevision> and Adobe Behance >> <https://www.behance.net/mackevision>. >> ------------------------------ >> *Von:* nuke-users-boun...@support.thefoundry.co.uk < >> nuke-users-boun...@support.thefoundry.co.uk> im Auftrag von Randy Little >> <randyslit...@gmail.com> >> *Gesendet:* Freitag, 25. März 2016 19:58 >> *An:* Nuke user discussion >> *Betreff:* Re: [Nuke-users] Foundry support speed >> >> Unfortunately, this is just my perception. I don't think Carlisle Group >> sells things its sees a growth market. No investment group does. So I >> would imagine the current investment group is making financial demands that >> either requires money in new places for growth (r&d?) or is going for >> growth via cuts or not hiring more people as support demand grows. I could >> be 1000% wrong and probably am. >> >> Randy S. Little >> http://www.rslittle.com/ >> http://www.imdb.com/name/nm2325729/ >> >> >> >> On Fri, Mar 25, 2016 at 2:47 PM, Howard Jones <how...@axis-vfx.com> >> wrote: >> >>> Was thinking exactly the same yesterday >>> >>> Howard Jones >>> VFX Supervisor and Founder >>> axisVFX >>> >>> > On 25 Mar 2016, at 6:07 pm, Hugo Léveillé <hu...@fastmail.net> wrote: >>> > >>> > Is it me or The foundry support speed had dropped considerably over the >>> > last year or 2? I used to get answers the same day that I made my >>> > ticket, not it takes weeks.... >>> > >>> > -- >>> > Hugo Léveillé >>> > _______________________________________________ >>> > Nuke-users mailing list >>> > Nuke-users@support.thefoundry.co.uk, http://forums.thefoundry.co.uk/ >>> > http://support.thefoundry.co.uk/cgi-bin/mailman/listinfo/nuke-users >>> >>> -- >>> >>> >>> >>> *A X I S V F X* >>> >>> The Bottle Yard Studios >>> >>> Whitchurch Lane >>> >>> Bristol BS14 0BH >>> >>> >>> >>> axis-vfx.com >>> _______________________________________________ >>> Nuke-users mailing list >>> Nuke-users@support.thefoundry.co.uk, http://forums.thefoundry.co.uk/ >>> http://support.thefoundry.co.uk/cgi-bin/mailman/listinfo/nuke-users >>> >> >> >> _______________________________________________ >> Nuke-users mailing list >> Nuke-users@support.thefoundry.co.uk, http://forums.thefoundry.co.uk/ >> http://support.thefoundry.co.uk/cgi-bin/mailman/listinfo/nuke-users >> > > _______________________________________________ > Nuke-users mailing list > Nuke-users@support.thefoundry.co.uk, http://forums.thefoundry.co.uk/ > http://support.thefoundry.co.uk/cgi-bin/mailman/listinfo/nuke-users > > > _______________________________________________ > Nuke-users mailing list > Nuke-users@support.thefoundry.co.uk, http://forums.thefoundry.co.uk/ > http://support.thefoundry.co.uk/cgi-bin/mailman/listinfo/nuke-users >
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