Category: NetEarth Group

NetEarth Group Information

NetEarth Christmas and New Year support times 2013/2014

Post author By admin
Post date December 12, 2013

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

EMERGENCY downtime NetEarth Group NetEarth LLC NetEarth One SSLReseller

Support and Live chat services – Saturday 3rd March

Post author By admin
Post date March 2, 2012

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 🙂 )

NetEarth Group NetEarth LLC NetEarth One SSLReseller

NetEarth Christmas and New Year support times 2011 / 2012

Post author By admin
Post date December 13, 2011

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

Downime notice NetEarth Group NetEarth One SSLReseller

Upgrade of Kayako live chat/ticket software.

Post author By chrisp
Post date November 13, 2011

This coming Monday 14^th 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.

EMERGENCY downtime NetEarth Group NetEarth One

Support suite move

Post author By chrisp
Post date August 18, 2011

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.

NetEarth Group NetEarth LLC NetEarth One SSLReseller

Christmas and New Year Support hours 2010/2011

Post author By admin
Post date December 14, 2010

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

All times are GMT

NetEarth Group NetEarth LLC NetEarth One SSLReseller

Staff training and Support in November 2010

Post author By admin
Post date October 12, 2010

Dear Resellers,

We will be undergoing staff training starting 4^th November 2010, through 15^th 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.

NetEarth Group NetEarth One SSLReseller

Live Support Times change becuase of BST ending

Post author By admin
Post date October 12, 2010

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.

NetEarth Group NetEarth One SSLReseller

Live support unavailability

Post author By admin
Post date May 10, 2010

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

NetEarth Group NetEarth LLC NetEarth One SSLReseller

Live support changes.

Post author By admin
Post date May 1, 2010

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.