From: Juan Roa (juan.roaorion2000.com)
Date: Tue Mar 14 2006 - 08:59:40 CST

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Hi:

I had opened about 10 support cases in the last two months, and we have
very quick response from ISS support ion all the cases.

Do you ever try to open a issue on the web page ? sometimes is faster than
the automatic response.

Unfortunately there is no support in spanish.

Atte

Juan Roa Salinas

Chile

"E Palacio O." <epalaciotsi-seguridad.com.mx> on Lunes, 13 de Marzo de
2006 at 13:53 -0400 wrote:
>To all of you outside North America and EMEA:
>Our customers have been experiencing problems to report incidents to ISS,
>1. - There is an automatic response system that takes sometimes a week
>or more to answer.
>2.- The answer is to give an incident number and to request for them to
>repeat what the problem is.
>3.- The anwer has to be given in less than 2 days or the incident is
>closed. In a recent event one of them received the first answer from ISS
>Support after 13 days.
>4. Then it begings the Way of the Cross with one request after the other
>and no answer to the original question or to the original problem.
>5. Then finally and after some arguments you finally get somebody that
>understand the problem and gives you a solution or alternative. This may
>takes several weeks.
>
>My question: Are you suffering the same treatment as we are receiving
>here in México? If not, what are you doing different? Calling by phone
>to suport is not an option to the great majority of our customers that
>only speak spanish.
>
>What is happening to ISS support? The automatic response system just
>stink.
>
>We are open to suggestion and reasonable recomendations.
>
>Thanks and Regards

Juan Roa Salinas
IEI - SOC Senior Manager - SGMS
Phone: (56 2) 6403981, (56 9) 1003695
e-mail: juanorion2000.com
web site: www.orion.cl

Orion 2000 S.A. - Chile
Soluciones en Seguridad de la Informacion
Empresa certificada BS 7799:2002 | ISO 9001:2000
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