Vortech Inc. Support - Read Me First

[admin]

If you are thinking of posting a new thread on this forum, asking Vortech to:

1) Resolve support issue
2) Fix bugs in software
3) Add new feature
4) Ask when something will be available

This will be pretty much useless

Forums are for Vortech customers to discuss possible solutions and issues between themselves. It is in no way a support channel.

For support issues & bugs: ALWAYS send email to support@vortechhosting.com. If you are a Vortech Inc customer - the support hours are 24/7/364.

The response time - 12 hours but we might reply sooner. As most of you already know you will usually receive a reply within 30 minutes to an hour.

If after 1 business day you did not get the resolution, or for some reason, you think the process is dragging on longer than it should - email myself or Craig directly at brad@vortechhosting.com or craig@vortechhosting.com Specify your ticket # (or if multiple tickets - specify all of them). Summarize the problem as well. I do not promise an immediate response but I will make sure that the ticket will be escalated. If you don't have ticket#, forward me the email you sent to support.
Bugs in H-Sphere: Email should be sent to support@vortechhosting.com We can not promise we can resolve any bugs right away as we did not develop the software. If it is not a security issue it will probably not get resolved until next patch (well, even if it is security issue it still will not be fixed until the next patch, but it will take a much shorter time for Psoft to release it). As long as the bug significantly affects large number of customers, Psoft will probably not change our release cycle. We will try to find a work around for you but that’s pretty much the extent of what we can not .

Most of the time Psoft will not release ANY ETA on an issue, therefore we are unable to give you an ETA. Psoft has ~120 open bugs in their database and critical ones are addressed first. If a tech tells you we don't have an ETA, it means we don't have ETA. Asking to speak to a supervisor/manager/owner will not cause us to give you an ETA. The reason for this is that with the software development - it is too hard to predict an exact date until a project is finished & tested (coding is 90% finished - 50% of the time, code is 99% debugged, 90% of the time). Once Psoft is close to a release date we will notify everyone

Now, you can still discuss how bad psoft support is, critical bugs in software, what features should/should not be added, etc.. We do watch the forum and we do listen. However, the forum it is more like reading a newspaper as it is not direct / actionable requests. It gives us ideas of what people need/where they have problems; yet, in no way we think it is a call for actions.

The last thing: PLEASE, DON'T PM me with: support requests, bug reports or my ticket is/was not answered. NEVER PM ME WITH THAT, ALWAYS EMAIL. There are few reasons for that:

1) I cannot forward PM to my support staff .
2) If I forward it to support (and we have internal emails for that) - they cannot contact you to get more info.
3) I don't know who you are. We have database that matches emails to resellers plus sometimes we may need additional information.
4) I want to have all communications with clients in one place.
5) PM is 10x slower than email for me. Please don't PM me.

PS: If your mail server goes down and you cannot contact support via email, get yourself an account with yahoo/hotmail/gmail or any other free service and email support from there. Honestly, having second way to send email, is good idea anyway. Also, techs can be reached via phone 24/7/364 at 407.323.5634 Option #2

PSS: I will be on vacation from June 29 - July 12, 2004. I will be checking my email (and escalating issues only as needed). I will not be checking my PM at ALL.