Not happy with Vivvo Support response time...

[pcoskat]

As with an earlier customer who expressed his/her reluctance to openly gripe on the message board (http://www.vivvo.net/forums/showthread.php?t=962), I must say, that I feel the same way, HOWEVER... I am quite disappointed with the response time of Vivvo support. The posted support policy was one reasons I felt 'ok' purchasing from this company.

From Vivvo's website(red emphasis mine):

Standard Support - Provided through our Online Support HelpDesk, with response within one business day. Six months free for Enterprise and Webmaster licenses, annual renewal is $95/yr.

Premium Support - Rapid response support provided via Online Support Form and by priority phone support, with response time within at most one business day. Twelve months free for Developer license, annual renewal is $195/yr.

I'm supposed to have 'premium' support based on the package I purchased, but it's safe to say I rarely have any response within 1 business day. As a result, I'm checking the 'support area' on a regular basis, wondering a) did they even READ my ticket? and b) are they going to even respond and say they're looking into the issue? and c) when will the problem be resolved?

It also makes me feel the urgency to open another ticket, or post a duplicate of the issue here on the message boards, once my ticket goes without response.

Is there anyway to resolve this?

I understand that the Vivvo team is busy, but if they're too busy to respond within 24 hours, please change your policy.

Again...sorry to complain, but in addition to my open tickets, I would also REALLY like to know when the search function within Vivvo will be fixed. As I mentioned elsewhere, a CMS without a functioning search is a huge problem for me, and a real pain for my visitors: http://www.vivvo.net/forums/showthread.php?t=957

[pcoskat]

Let me be clear...

My 'complaint' is about the lack of any response...not in the amount of time it takes to have issues 'resolved.'

I understand that 'resolutions' can take time, but I fail to see why responses aren't forthcoming within the 24 hour time frame.

[boccio]

Hi,

I do understand your position, and as I mentioned on quite a number of occasions it is our core policy to provide users with premium support and be as forthcoming as possible. Unfortunately, it is not always possible to do so, which raises problems now and then.

The SLA for response time is being carried out as promised, however you need to understand that "24h response time" cannot apply to situations where you wish something to be done and we are not in position to do it instantly. To be more precise - the Search function "problem" you complain on is not a bug, although you treat it as such. The search function works the way it is supposed to work, although it would be much better if it allowed "back" in all browsers. Nevertheless, you cannot treat search function as “non-working” because you cannot go back to results in some browsers.

We are definitely keen on making this happen, however since this is not a bug in the system it needs to work its way through the queue we have. Same applies to amendments you wish to have on the customization form we developed for you. If you look closer on content of those tickets you mark as problematic, I’m sure you’ll agree we always went an extra mile to provide you with assistance and issues that were not always strictly related to “troubleshooting”. Also, I truly hope there’s no need not to mention that if you send a ticket on Friday evening its realistic to expect the reply on Monday morning.

Anyway, I hope we can find an amicable solution for this and make you a happy customer again :)