[cisco-voip] TAC response time?

[Scott Voll]

It also helps to know during what times you will get which call center.

I'm PDT. If I get a ticket started before I come in I get RTP (which I seem
to get good engineers) but if I open a ticket mid day I get really bad
service typically.  if I open a ticket toward the end of the day I get
either San Jose or Australia.  Both of which I've had good luck with but
there shifts usually are a little late for the things I'm working on unless
I'm working after hours.  if its a really late night the UK is also pretty
good.  Its just the mid day when I get that central time zone that seems to
really stinks IMHO.

YMMV

Scott

On Tue, Apr 28, 2009 at 7:10 AM, Lelio Fulgenzi <> wrote:

>  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)" <>
> To: "Matthew Loraditch" <>, "Jeff Ruttman" <
> 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
>
>
>
> *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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