Their support is good, when you finally get them on the phone. I just
totally dread it when something is wrong with Skyward because I'm not
available during the day.
Dana Fellows
Computer Technology Instructor / Network Administrator
Whiteside Area Career Center
1608 Fifth Avenue
Sterling, IL 61081
Email, dfell...@wacc.cc
Website, www.wacc.cc
Phone: 815-626-5810 ext. 206
Available via phone between 2:30 and 3:30 PM Central Time
MCP, MCSA, MCSE, A+, Network+, CIW
AAS - Network Administration
BA - Information Systems
MS - Instructional Technology
-----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 7:40 AM
To: Tech-Geeks Mailing List
Subject: Re: [tech-geeks] Skyward conference info
I've struggled with this quite frequently over the past few months. It
was particularly bad during the summer when no office staff were at
school to answer calls and page me - and I'm rarely at my desk. I did
have occasional success in setting an appointment with them, but even
then it was hit-or-miss. I just wish there were some other options
available for those of us who can't sit by the phone.
On Mon, Sep 13, 2010 at 4:14 AM, Steele, Thomas C <tste...@manteno5.org>
wrote:
> 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 |
>>
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>
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