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Unread 12-05-2009, 11:06 AM   #21
craig
 
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Quote:
Originally Posted by g00fy View Post
- Why it took so long to inform us about what was happening?
Because we are an Australian company, and we operate in Australian time zones. At the time the server was experiencing problems, we were not sitting in front of our computers.

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Originally Posted by g00fy View Post
- Why it took so long to solve it?
From the time I saw the Big Red Button notifications to the time it was resolved, it took less than 10 minutes.

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Originally Posted by g00fy View Post
- Why the status page stated there wasn't any problem?
Updating the status page is a manual task for us, and for problems that appear on first triage to be able to be resolved in a short period, we don't update the status page (as updating the status page automatically sends out emails to all users). However, having said that, out of this disruption we plan on adding a feature that, upon several users pressing the Big Red Button, gives users some automated feedback that there may be other users experiencing some problems.

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Originally Posted by g00fy View Post
- Why there was no reaction on that 'Big Red Button'?
As I mentioned, we are an Australian company and our hours of business are more closely aligned to our Australian customers. We do not (and have never claimed to) offer 24x7x365 support for Voxalot.

While we would love to be in a position to offer that, the harsh reality is that the nominal amount that we charge users for the advanced features of Voxalot barely covers our cost of operations. It does not even go close to being able to pay for support staff to monitor the system on a round-the-clock basis.

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Unread 12-05-2009, 01:41 PM   #22
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I can live with that. It is a well balanced reply. It will be to costly for us to have a 24x7x365 service.

I would like you to implement your future plan: "... However, having said that, out of this disruption we plan on adding a feature that, upon several users pressing the Big Red Button, gives users some automated feedback that there may be other users experiencing some problems."

For now we can best solve this kind of problems with the suggestion of Richard99: "Quick fix use us.voxalot."
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Unread 12-08-2009, 03:00 PM   #23
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Quote:
Originally Posted by craig View Post
Because we are an Australian company, and we operate in Australian time zones. At the time the server was experiencing problems, we were not sitting in front of our computers.

From the time I saw the Big Red Button notifications to the time it was resolved, it took less than 10 minutes.

Updating the status page is a manual task for us, and for problems that appear on first triage to be able to be resolved in a short period, we don't update the status page (as updating the status page automatically sends out emails to all users). However, having said that, out of this disruption we plan on adding a feature that, upon several users pressing the Big Red Button, gives users some automated feedback that there may be other users experiencing some problems.

As I mentioned, we are an Australian company and our hours of business are more closely aligned to our Australian customers. We do not (and have never claimed to) offer 24x7x365 support for Voxalot.
Here's a suggestion you should consider as well. How about just adding a short informational message to the big red button page that says something like this: "please be aware that our company is located in Australia and that our tech staff works during normal business hours local time (include UTC offset here). If it seems no immediate response is being made to the issue you're reporting, the most likely explanation is that you are reporting your issue outside our technical staff's hours of operation. Rest assured that, just as soon as our staff is back on duty, your problem will be addressed."

Quote:
While we would love to be in a position to offer that, the harsh reality is that the nominal amount that we charge users for the advanced features of Voxalot barely covers our cost of operations. It does not even go close to being able to pay for support staff to monitor the system on a round-the-clock basis.
Ummm, have you considered raising your rates? I, for one, would be willing to pay a bit more for round-the-clock support. Some will be satisfied with these delayed responses owing to the nominal fee but others will be happy to pay something above the nominal fee in order to eliminate the delays.

James
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