Evohosting

Support Ticket System (Resolved)

Posted by: Tim M. // // June 8th, 2009 // Issues: Resolved

Hello,

If you have email replied any tickets recently you may be wondering why it has been quiet from our end. Unfortunately the mail parser which powers Kayako SupportSuite and parses your emails into the ticket system failed due to a bug. We are currently inundated with 1000+ Support tickets and are working on getting them all replied as soon as possible.

Tickets that were replied to via our billing system (https://clients.evohosting.co.uk) are unaffected, it’s just the replies that were sent in via email.

I am very sorry for the inconvenience – I’ll be working all night on these, along with other members of the Evo team.

All the best,

Tim.

UPDATE @ 21:54 – We’re working through the night to catch up so we’re back to normal SLA’s tomorrow morning. If your email hasn’t been replied by the morning you should resend it. Credit is being given to any customer who has suffered downtime as a result of us not getting back to them.

UPDATE @ 23:46 – We’re pretty much done for the night. Sorry again for the inconvenience. If you have sent us an email but haven’t had a reply please do send it again.

UPDATE @ 11:57 (9th June) – We’re totally back on track today – regular SLA’s are back in place and regular checks on the email parser are being carried out.