[cisco-voip] TAC response time?

[Fuermann, Jason]

I usually don't have a problem getting CST engineers. If you have done all your testing, then the ticket gets escalated out of there.

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Scott Voll
Sent: Tuesday, April 28, 2009 10:49 AM
To: Lelio Fulgenzi
Cc: cisco-voip at puck.nether.net; Matt Slaga (US); Matthew Loraditch
Subject: Re: [cisco-voip] TAC response time?

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> [mailto: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<mailto: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> [mailto: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<mailto: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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