Answered

System Down, Support SOP

  • 22 February 2024
  • 2 replies
  • 59 views
E
Userlevel 1

Currently we are having issues on reply to customer conversation. And not able to reach customer support as well.
How long the maintenance, can please someone assist and advise?

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Best answer by bernice 22 February 2024, 13:30

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2 replies

E
Userlevel 1

@Declan I 

Good day dear admin, 
The downtime is really taking long time, and this is unacceptable. Because we are paying so high and expensive cost but still not getting immediately support on this. And this already impact our business operation.

After these issues happen, please provide Root cause and action plan/backup plan for this situation incase happen again.

Unreachable support is no acceptable.

Your concern and response are highly appreciated.

bernice
Userlevel 3
Badge +4

Hi there, @EveEve  👋 We experienced an outage earlier today that prevented our customers (including ourselves for a time) from replying to conversations, re-assigning conversations and closing conversations, among other things.

Our engineers have shipped a fix for this and you should now be able to reply to, assign and create new conversations without issue. You can keep an eye on our Status Page for updates on this.

Apologies for any inconvenience caused by this outage - if you wrote to us via the Messenger we will be in touch with you ASAP 🙏

Bernice | Customer Support Engineer

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