TAC support has gone missing, again :-(

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TAC support has gone missing, again :-(

L3 Networker

Opened a S2 TAC case @7pm ET 07/21/2021.  The SLA response time is 2 hours.  TAC didn't get back to me until 5:43am ET 07/22/2021.  The response from TAC is very vanilla, not helpful at all.

 

Call back to TAC this morning has been waiting for an hour and had to give up.

 

Awful....

4 REPLIES 4

L2 Linker

Called the main TAC number a few days ago.  Was on hold for nearly 2 hours...gave up and hung up! Never even got to a person!

Cyber Elite
Cyber Elite

This has been an on-going issue with TAC in general. The only advice that I can really give you is to ensure your engaging your AM/SE on cases like this so they can put pressure on the backend to get your case assigned/worked. Wish I had a better answer

I've done that so many times and it is still falling on deaf ears, and it is getting worse, not better.

Community Team Member

@dtran , We hate to hear when this happens to anyone.. 

We take these matters seriously.. and have forwarded this information to the support managers to review and to address this.

LIVEcommunity team member
Stay Secure,
Joe
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