[cisco-voip] TAC response time?

[Lelio Fulgenzi]

Definitely call in the morning. Many TAC engineers accept new tickets in the first half of their shift. If you call in the morning, you're likely getting someone outside your time zone. 

It is also helpful to put into your ticket your timezone and ask to be assigned to someone in your timezone. 

I've ran into problems in the afternoon on many occassions where I waited until the next morning to open a ticket. It's just easier. 


--- 
Lelio Fulgenzi, B.A. 
Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1 
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN) 
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ 
"Bad grammar makes me [sic]" - Tshirt 


----- Original Message ----- 
From: "Matt Slaga (US)" <Matt.Slaga at us.didata.com> 
To: "Matthew Loraditch" <MLoraditch at heliontechnologies.com>, "Jeff Ruttman" <ruttmanj at carewisc.org>, cisco-voip at puck.nether.net 
Sent: Tuesday, April 28, 2009 9:26:38 AM GMT -05:00 US/Canada Eastern 
Subject: Re: [cisco-voip] TAC response time? 




Best thing to do is call in the morning and ask for the case to be re-queued. Chances are, your case was picked up from another time zone and won’t be looked at until they get in. 





From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Matthew Loraditch 
Sent: Tuesday, April 28, 2009 9:16 AM 
To: Jeff Ruttman; cisco-voip at puck.nether.net 
Subject: Re: [cisco-voip] TAC response time? 



Depends on who you get, what department, etc, but not abnormal in my experience 






Matthew Loraditch 
1965 Greenspring Drive 

Timonium, MD 21093 
support at heliontechnologies.com 
(p) (410) 252-8830 
(F) (443) 541-1593 

Visit us at www.heliontechnologies.com 
Support Issue? Email support at heliontechnologies.com for fast assistance! 





From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Jeff Ruttman 
Sent: Tuesday, April 28, 2009 9:11 AM 
To: cisco-voip at puck.nether.net 
Subject: [cisco-voip] TAC response time? 



Greetings, 



I opened my first TAC case (that didn’t involve faulty equipment) last week on Thursday. I did get a call back on Thurs after I had left work for the day. I returned the call the next morning and left a VM. I’ve called (and left VM) and emailed a few more times since, but I’ve received no further response as yet. 



Is this to be expected on Sev 3 case? 



Thanks 

jeff 




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