<html><head><style type='text/css'>p { margin: 0; }</style></head><body><div style='font-family: Verdana; font-size: 10pt; color: #000000'>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.<br><br>It is also helpful to put into your ticket your timezone and ask to be assigned to someone in your timezone.<br><br>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.<br><br><br>---<br>Lelio Fulgenzi, B.A.<br>Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1<br>(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)<br>^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^<br>"Bad grammar makes me [sic]" - Tshirt<br><br><br>----- Original Message -----<br>From: "Matt Slaga (US)" <Matt.Slaga@us.didata.com><br>To: "Matthew Loraditch" <MLoraditch@heliontechnologies.com>, "Jeff Ruttman" <ruttmanj@carewisc.org>, cisco-voip@puck.nether.net<br>Sent: Tuesday, April 28, 2009 9:26:38 AM GMT -05:00 US/Canada Eastern<br>Subject: Re: [cisco-voip] TAC response time?<br><br>
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<p class="MsoNormal"><span style="font-size: 11pt; font-family: "Calibri","sans-serif"; color: rgb(31, 73, 125);">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.</span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: "Calibri","sans-serif"; color: rgb(31, 73, 125);"> </span></p>
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<p class="MsoNormal"><b><span style="font-size: 10pt; font-family: "Tahoma","sans-serif";">From:</span></b><span style="font-size: 10pt; font-family: "Tahoma","sans-serif";">
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b>On
Behalf Of </b>Matthew Loraditch<br>
<b>Sent:</b> Tuesday, April 28, 2009 9:16 AM<br>
<b>To:</b> Jeff Ruttman; cisco-voip@puck.nether.net<br>
<b>Subject:</b> Re: [cisco-voip] TAC response time?</span></p>
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<p class="MsoNormal"> </p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: "Calibri","sans-serif"; color: rgb(31, 73, 125);">Depends on who you get, what department, etc, but not abnormal
in my experience</span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: "Calibri","sans-serif"; color: rgb(31, 73, 125);"> </span></p>
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<p class="MsoNormal"><span style="font-size: 10pt; font-family: "Arial","sans-serif"; color: rgb(31, 73, 125);"> </span></p>
<p class="MsoNormal"><b><span style="font-size: 11pt; font-family: "Calibri","sans-serif"; color: black;">Matthew Loraditch</span></b><span style="font-size: 11pt; font-family: "Calibri","sans-serif"; color: black;"><br>
1965 Greenspring Drive</span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: "Calibri","sans-serif"; color: black;">Timonium, MD 21093 <br>
<a href="mailto:support@heliontechnologies.com" target="_blank"><span style="color: black;">support@heliontechnologies.com</span></a><br>
(p) (410) 252-8830<br>
(F) (443) 541-1593<br>
<br>
Visit us at <a href="http://www.heliontechnologies.com" target="_blank"><span style="color: black;">www.heliontechnologies.com</span></a> <br>
Support Issue? Email <a href="mailto:support@heliontechnologies.com" target="_blank"><span style="color: black;">support@heliontechnologies.com</span></a> for fast
assistance!</span><span style="font-size: 11pt; font-family: "Calibri","sans-serif"; color: rgb(31, 73, 125);"></span></p>
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<p class="MsoNormal"><span style="font-size: 11pt; font-family: "Calibri","sans-serif"; color: rgb(31, 73, 125);"> </span></p>
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<p class="MsoNormal"><b><span style="font-size: 10pt; font-family: "Tahoma","sans-serif";">From:</span></b><span style="font-size: 10pt; font-family: "Tahoma","sans-serif";"> cisco-voip-bounces@puck.nether.net
[mailto:cisco-voip-bounces@puck.nether.net] <b>On Behalf Of </b>Jeff Ruttman<br>
<b>Sent:</b> Tuesday, April 28, 2009 9:11 AM<br>
<b>To:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> [cisco-voip] TAC response time?</span></p>
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<p class="MsoNormal"><span style="font-size: 10pt; font-family: "Arial","sans-serif";">Greetings,</span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family: "Arial","sans-serif";"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family: "Arial","sans-serif";">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.</span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family: "Arial","sans-serif";"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family: "Arial","sans-serif";">Is
this to be expected on Sev 3 case?</span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family: "Arial","sans-serif";"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family: "Arial","sans-serif";">Thanks</span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family: "Arial","sans-serif";">jeff</span></p>
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