[cisco-voip] TAC response time?

[Jeff Ruttman]

TAC Tactics!  :-)

 

Thanks

jeff

 

________________________________

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] 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

 

_______________________________________________ cisco-voip mailing list
cisco-voip at puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip 


_______________________________________________
cisco-voip mailing list
cisco-voip at puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip

 

CONFIDENTIALITY NOTICE: The information contained in this email including attachments is intended for the specific delivery to and use by the individual(s) to whom it is addressed, and includes information which should be considered as private and confidential. Any review, retransmission, dissemination, or taking of any action in reliance upon this information by anyone other than the intended recipient is prohibited. If you have received this message in error, please reply to the sender immediately and delete the original message and any copy of it from your computer system. Thank you.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20090428/4dc0ca94/attachment.html>