Jesse- Skyward tech support is something that seems to be tweaked on an on-going basis. I have voiced this same concern numerous times, but I don't think we will ever see Skyward move from the call-back model. I would even be willing to pay for those rare times when I need to talk to a tech NOW. For a while Skyward had gone with e-mail as being the primary/initial response mechanism - which worked GREAT for me! Now they have gone back to a "call first" model, followed up with an e-mailed response if they could not reach anyone by phone. When I asked why, I was told this was done in response to customer demand (so maybe there is hope!).
Like most other techs, I am rarely available when Skyward calls back and I don't have time to sit by my phone waiting for their call. I prefer the e-mail response anyway as that gives me something in writing that I can follow, pass on and/or archive for future reference (it's also good for those CYA situations). When I *do* actually need to talk to someone live or have them iLinc in to our system, I have found Skyward's support folks to be very flexible and accommodating with scheduling - if I tell them I am only available between 10:30AM and 11:00AM, they are very good about calling during the early part of the window as long as I give enough notice. -TS -----Original Message----- From: tech-geeks-boun...@tech-geeks.org [mailto:tech-geeks-boun...@tech-geeks.org] On Behalf Of Jesse Sent: Monday, September 13, 2010 12:00 AM To: Tech-Geeks Mailing List Subject: Re: [tech-geeks] Skyward conference info Ouch. Might not sound like much, but $500 is a bit steep for us. Too bad Skyward couldn't get an actual discount on the rooms. That would have helped some. My question for them (in case I can't attend) ... "As a tech support person, I fully understand the need to structure response times according to responder availability, but as a customer, I have to say that being unable to get help when I'm actually available to receive it is intensely frustrating. Any hope of working out a more balanced approach to support?" On Thu, Sep 9, 2010 at 10:15 PM, Steele, Thomas C <tste...@manteno5.org> wrote: > For Skyward districts, the IL Skyward conference information is now > available > > > > http://www.skycon.org/Conf2010.htm > > > > > > > > Thomas C. Steele > Technology Director > Manteno CUSD #5 > 250 N Poplar > Manteno, IL 60950 > ph: (815)928-7006 fx: (815)468-6439 > > > > | Subscription info at http://www.tech-geeks.org | > | Subscription info at http://www.tech-geeks.org | | Subscription info at http://www.tech-geeks.org |
