Site GONE - No Warning

[1choice]

I am so upset right now I could scream.

Woke up this morning to log in to our support and guess what....gone

Go to support...oh...we disabled all version 2 licenses....Nice

We are using the hosted version...nice of them to give us warning that it will be GONE

No warning sent....No information sent....nothing

Took it all down with no word whatsoever...

Fine I can get over that...but then its gonna take 24 hours to get back up??????

UNREAL! Thank kayako for doing this. Just because you can not offer the best support available to your customers....you have now made it that we can not either as we have no idea who has emailed us. We get about 200 support emails or more per day....

So now we get to have poor customer service just like you....thanks Kayako

[Jamie Edwards]

Hi 1choice,

Have you submitted a support ticket about this?

[1choice]

Yep and now I have to wait 24 hours till we are back up

[supportskins]

Usually they do notify clients before disabling it. Not sure what went wrong this time.

[Digital Mayhem]

1choice have you checked your SPAM Folder? Maybe their notification went in there and you missed it by accident.

[jonpwil]

Same exact thing happened to me this morning. No warning, nothing.

We have disabled all V2 licenses from our server, so you need to buy a new eSupport monthly hosted license and we'll import the database for you in one business day.

Let me know if you have any further queries.

[Jamie Edwards]

I am sorry for the downtime of your support desk that you were unable to plan for. I have been in touch with support about this and have some information.

Since October 2006, the support and sales teams have made two phone call attempts and at least three e-mail notification attempts warning of the December 31st deadline, by which you had to purchase a new licence for the latest SupportSuite hosted lease.

If you did not receive the phone calls, then that means the number that was on file at the time was unreachable (likewise, for your e-mail contact address).

[Raghav Arora]

We apologize for the all the downtime but every client was sent 3 email notifications for sure.

Please email me the helpdesk URL and I will let you know the email address where the notifications were sent along with the dates.

We have discontinued all the Version 2 helpdesk and the current users will have to buy the new hosted solution from the members area.

Please refer to: v2 > v3 Hosted Upgrade for further details.

Let me know if there is anything else.

Regards,

Raghav Arora