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Standard User wolvesmad
(fountain of knowledge) Wed 04-May-11 21:22:39
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Xilo out of hours support questions.


[link to this post]
 
Hi,

No don't worry, my connection is fine smile

Just a couple of questions regarding your out of hours support in case my connection went down.

Do you offer customers on your office packages 24/7 support?

If so is it a phone based service or email only?

Thanks

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xilo.net Office 8Mb
Standard User uno
(fountain of knowledge) Wed 04-May-11 21:48:41
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Re: Xilo out of hours support questions.


[re: wolvesmad] [link to this post]
 
Normally a good idea to ask us direct via ticket or via our forum, as they are the official support methods.

24/7 phone support is offered to customers that opt for enhanced care. Any Home/Office package can opt for that at an additional monthly cost.

Matt

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uno Broadband
t: 0808 221 8642
Official Maidenhead, Milton Keynes & Manchester Speedtest.net Host
Standard User adslmax
(fountain of knowledge) Thu 05-May-11 12:21:56
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Re: Xilo out of hours support questions.


[re: uno] [link to this post]
 
In reply to a post by uno:
Normally a good idea to ask us direct via ticket or via our forum, as they are the official support methods.

Matt


It rather silly to say this because if the broadband was down, how on earth will the customer raise via online ticket or forum post because the internet will be down anyway. They should provide 24-7 tech support phone number or service status freephone number to check the broadband service status.

My Broadband Speed Test


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Standard User uno
(fountain of knowledge) Thu 05-May-11 12:23:40
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Re: Xilo out of hours support questions.


[re: adslmax] [link to this post]
 
I think you're missing the context of reply and jumping to conclusions again.

That comment was stating it is best to ask such questions via our official support channels instead of an unofficial one.

Matt

-
uno Broadband
t: 0808 221 8642
Official Maidenhead, Milton Keynes & Manchester Speedtest.net Host
Standard User wolvesmad
(fountain of knowledge) Thu 05-May-11 13:04:55
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Re: Xilo out of hours support questions.


[re: uno] [link to this post]
 
Thanks for that.

How does your ticket based system work? I do on call with my job and it is phone based which I guess your enhanced care is yet you answer tickets at 3am sometimes?

Is that you just being awake for other things or do you respond to tickets during the night too laugh?

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xilo.net Office 8Mb
Standard User uno
(fountain of knowledge) Thu 05-May-11 13:06:25
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Re: Xilo out of hours support questions.


[re: wolvesmad] [link to this post]
 
Tickets are around the clock regardless of enhanced care or not, but what can be done out of hours is limited for the obvious reasons.

Matt

-
uno Broadband
t: 0808 221 8642
Official Maidenhead, Milton Keynes & Manchester Speedtest.net Host
Standard User wolvesmad
(fountain of knowledge) Thu 05-May-11 14:52:12
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Re: Xilo out of hours support questions.


[re: uno] [link to this post]
 
So if I submitted a ticket at 3am would you wake up and do it or would it only be done in the event of you already being awake looking at another issue?

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xilo.net Office 8Mb
Standard User uno
(fountain of knowledge) Thu 05-May-11 14:53:25
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Re: Xilo out of hours support questions.


[re: wolvesmad] [link to this post]
 
Tickets are dealt with around the clock to whoever is reviewing them that night so it isn't a case of "waking up" to do them etc.

Matt

-
uno Broadband
t: 0808 221 8642
Official Maidenhead, Milton Keynes & Manchester Speedtest.net Host
Standard User wolvesmad
(fountain of knowledge) Thu 05-May-11 15:00:43
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Re: Xilo out of hours support questions.


[re: uno] [link to this post]
 
So does the designated on call person check tickets until a certain time and then after that let them go through to the next morning?

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xilo.net Office 8Mb
Standard User uno
(fountain of knowledge) Thu 05-May-11 15:01:55
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Re: Xilo out of hours support questions.


[re: wolvesmad] [link to this post]
 
They are monitored and dealt with throughout the night as confirmed earlier, in order received.

Matt

-
uno Broadband
t: 0808 221 8642
Official Maidenhead, Milton Keynes & Manchester Speedtest.net Host
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