Forum Discussion

Sears_Holdings__3's avatar
Sears_Holdings__3
Occasional Contributor
13 years ago

How long does it take to get support?

Any data on how long it will take to get a support person acknowledge the question in forum?
  • SmartBear_Suppo's avatar
    SmartBear_Suppo
    Icon for Alumni rankAlumni
    13 years ago
    Sorry, we have been lagging behind on support. Especially on the forum

    Our goal is within 24 hours -- a goal that we in normal times achieves.

    Regards

    Henrik
    SmartBear Software
  • RJanecek's avatar
    RJanecek
    Regular Contributor
    13 years ago
    nice joke support. when I am watching old thread in this section there are a lot of without your answer. For example this user: viewtopic.php?f=2&t=13130 is waiting for response a very looooooooong time.
  • SmartBear_Suppo's avatar
    SmartBear_Suppo
    Icon for Alumni rankAlumni
    13 years ago
    RJanecek wrote:
    nice joke support.

    I'm not joking.

    I said, in normal times. Since the release of soapUI 4.5.0 and its new licensing system, we've had seen more than double (some weeks 3-4 times more) amount of incoming support issues. Sadly, the forum has been suffering in favor of e-mail support (not saying that e-mail support has been very much better).

    We regularly analyze our average response times, so I'm not guessing.

    However, I respect and agree with your point that our current support situation is bad -- especially on the forum.

    Regards

    Henrik
    SmartBear Software