topic Wait time in General Topics

Wait time

Jojopatino — Fri, 22 Nov 2024 22:22:55 GMT

What's up with the horrendous wait time to speak to a tech regarding a case? Been on hold for over two hours.

Re: Wait time

N.Patel511792 — Sat, 23 Nov 2024 00:49:18 GMT

Yeah, we’re experiencing a similar issue too—been on hold for the past 90 minutes.

Re: Wait time

Remo — Sat, 23 Nov 2024 00:53:19 GMT

... these waittimes are the reason why I no longer call tac support and only use the support portal to create a case first ...

Re: Wait time

N.Patel511792 — Sat, 23 Nov 2024 00:56:51 GMT

PA Support always requests that a support case be opened on the portal before providing assistance. Additionally, it is mandatory to upload the tech file when opening a case.

Re: Wait time

Remo — Sat, 23 Nov 2024 08:11:06 GMT

This also depends on the support level you have bought. Not every level requires you to open the case first - even thought it definately is useful if you provide some informations in order to hopefully get the right person on the phone.

Re: Wait time

N.Patel511792 — Mon, 25 Nov 2024 19:39:13 GMT

That's correct. Although we have priority support on our account, we're still encountering extended hold times for open cases

Re: Wait time

JamesonHoward — Sat, 30 Nov 2024 05:37:15 GMT

Ok, thanks. I will keep it in mind.

Re: Wait time

Brandon_Wertz — Tue, 03 Dec 2024 19:40:05 GMT

This is where Focus Services is really worth it. The ability to get in touch with TAC has gotten horrendous. If you're a Focus customer TAC contact is like it's the year 2014 again. Unfortunately the service doesn't come cheap.

Re: Wait time

fcerniglia — Thu, 12 Dec 2024 09:25:59 GMT

waiting 4 hours integration with Cradle point