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December 12, 2013

NetEarth Christmas and New Year support times 2013/2014

Filed under: NetEarth Group,NetEarth LLC,NetEarth One — admin @ 14:00

Christmas and New Year Support hours 2013/2014

 

Support will be open the following hours over the holiday period:

Christmas Eve                        Tuesday 24th December 2013            10:00 through 18:00
Christmas Day                        Wednesday  25th December 2013     12:00 through 18:00
Boxing Day                              Thursday 26th December 2013          11:00 through 16:00
New Years Eve                        Tuesday 31st December 2013             10:00 through 18:00
New Years Day                        Wednesday 1st January 2014             12:00 through 18:00

 

March 2, 2012

Support and Live chat services – Saturday 3rd March

On Saturday 3rd March, we will me moving into newer larger offices in the UK.

Live chat will be offline during the morning and early afternoon, whilst ticket replies will take longer than normal.

Normal service should resume later in the day, and we will tweet once we are fully back up and running on live chat (apart from you will see it be online 🙂 )

December 13, 2011

NetEarth Christmas and New Year support times 2011 / 2012

Filed under: NetEarth Group,NetEarth LLC,NetEarth One,SSLReseller — admin @ 10:18

Christmas and New Year Support hours 2011/2012

 

Both Live Support and ticket support will be open the following hours over the holiday period:

Christmas Eve                    Saturday 24th December 2011                   10:00 through 18:00

Christmas Day                   Sunday 25th December 2011                      12:00 through 18:00

Boxing Day                          Monday 26th December 2011                    11:00 through 16:00

New Years Eve                  Saturday 31st December 2011                    10:00 through 18:00

New Years Day                  Sunday 1st January 2012                               12:00 through 18:00

 

 All times are GMT

November 13, 2011

Upgrade of Kayako live chat/ticket software.

Filed under: Downime notice,NetEarth Group,NetEarth One,SSLReseller — chrisp @ 14:56

This coming Monday 14th November starting at 1200GMT through 1600GMT we will be performing an upgrade to the Kayako suite we use.  We expect the total time to be less than this time, but allowing for the full 4 hours just in case.

This we are told should rectify a problem we reported to Kayako about live chat responses not being shown / sent to the person on live chat.

In this time, all ticket emails will be placed on hold, we will complete this at the MTA level, you will not be able to talk to live chat either in this time.  Once we have completed the upgrade, held ticket emails will be sent to the support suite and therefore tickets will be created.

 

1600GMT :-  Upgrade complete.

August 18, 2011

Support suite move

Filed under: EMERGENCY downtime,NetEarth Group,NetEarth One — chrisp @ 11:34

We are in the process of moving the support suite service.
This includes the ticketing and live chat services.  We will update this post as soon as it is complete.

 

Update 1 @ 1217BST :

Move has taken place and DNS updated.  We will shortly perform the upgrade process of the support sutie to the latest version.

Update 2 @ 1700BST :

The support suite is moved and now updated.

December 14, 2010

Christmas and New Year Support hours 2010/2011

Filed under: NetEarth Group,NetEarth LLC,NetEarth One,SSLReseller — admin @ 11:09

Christmas and New Year Support hours 2010/2011

Both Live Support and ticket support will be open the following hours over the holiday period:

Christmas Eve Friday 24th December 2010   08:00 through 18:00
Christmas Day Saturday 25th December 2010 12:00 through 18:00
Boxing Day Sunday 26th December 2010 10:00 through 18:00
New Years Eve Friday 31st December 2010 08:00 through 18:00
New Years Day Saturday 1st January 2011 12:00 through 18:00

 

All times are GMT

October 12, 2010

Staff training and Support in November 2010

Filed under: NetEarth Group,NetEarth LLC,NetEarth One,SSLReseller — admin @ 13:17

Dear Resellers,

We will be undergoing staff training starting 4th November 2010, through 15th November 2010, this will have an impact of our Live chat service, and support service that we offer.  Tickets received will be replied to in the order they were received.

Please understand that if the “Live Chat” icon states online, we are logged on and available, if it is “Offline” then you will be directed to create a ticket as normal.

Live Support Times change becuase of BST ending

Filed under: NetEarth Group,NetEarth One,SSLReseller — admin @ 12:48

Dear Resellers,

On Sunday 31st October 2010, NetEarth Group support, which includes NetEarth One and SSL Reseller, will be changing its live support times to GMT/UTC.

This means that support will be within the following times :

Monday through Friday                 0800 to 0000 GMT/UTC

Saturday                                              0800 to 2300 GMT/UTC

Sunday                                                 1000 to 2200 GMT/UTC

Please note that the Saturday night timing has changed by 1 (one) hour.

May 10, 2010

Live support unavailability

Filed under: NetEarth Group,NetEarth One,SSLReseller — admin @ 09:09

Dear Resellers,

During the period of 2200 11th May 2010 through 1000 19th May 2010 NetEarth will be running a reduced live chat service.

This will not affect standard support tickets as these will continue to be answered in the order they are received.

If you require NetEarth One support, you may wish to look through our knowledgebase at http://manage.netearthone.com/kb

May 1, 2010

Live support changes.

Filed under: NetEarth Group,NetEarth LLC,NetEarth One,SSLReseller — admin @ 11:48

Hi all,

We are slightly changing our hours on a Sunday, currently the live support is 0800 to 0000 BST, this is changing to 1000 to 2200 BST

Over the past 8 weeks we have been monitoring the support desk and notice between 2200 and midnight on a Sunday, there is very little maybe 1 or 2 live chat requests, and therefore it makes economical sense  to change those hours, this currently does not change Monday through Saturday 0800 to 0000 BST.

This is across all brands, NEO, NEG and SSLReseller.

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