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Does support even exist?
Posted: April 6th, 2017, 5:12 pm
by mike
Hi,
On jetapps.com it says 24/7 support is available at helpdesk.jetapps.com but DNS resolution for this site fails, so we couldn't access it.
I then submitted a ticket at
https://www.jetapps.com/Support but did not receive a response - not even an automated response with a ticket number.
Finally I tried emailing
[email protected] over 36 hours ago and still have not got a reply.
This is pretty bad when 24/7 support with 15 minute response times is what's advertised on the website.
Regards
Re: Does support even exist?
Posted: April 7th, 2017, 4:27 am
by alex
Hello Mike,
We're very sorry for the inconvenience. As of 4:12PM today we identified a potential issue with our mailserver related to an upgrade, and this information has been forwarded to our Developers for a resolution.
To clarify, we do have 24/7/365 support and are working on resolving this issue. Please submit a ticket via your Client Area under "Open Ticket" and our Support team will assist in diagnosing your JetBackup License issue.
Please let us know if you have any other questions.
Re: Does support even exist?
Posted: April 8th, 2017, 6:09 am
by alex
Mike,
We sincerely apologize for the inconvenience this issue has caused you. It has recently come to our attention that our Helpdesk software prevented certain tickets from received by our support staff. This particular issue only affected email-to-ticket creation and installation requests although tickets were still able to be created through the client area. Those affected by this issue may have been affected for up to 7 days. We have corrected the issue and have taken necessary action to prevent it from happening in the future. We sincerely apologize for the frustration and inconvenience and now that this is fixed, we will continue to strive for our advertised 15-minute response times and 24/7 support!
Thank you for helping us to detect this issue and we would like to take a moment to make sure you were able to connect with our support team to discuss your concern. If you have not been able to connect with our support team as of yet, please let us know immediately and we can address your concerns. Thank you for your business and your patience while we resolve this issue.
Please let us know if we may be of further assistance.