Jump to content

Featured Replies

Posted

Hello,I

Can support tell me how does support work on Invision Cloud ? My cloud would be in Europe.

What happens if my website is down in the middle of the day in Europe and I need support to take a look an fix it?

Is there a 24h support team? How long does the response and taking action takes? How does the whole process work?

With my self hosted license I've got my webmaster and he'll usually solve things rapidly. What about the cloud support? I need to know the response time.

In the past, befor the cloud originated, support tool its time to respond. How about now?

Thanks

We have staff all around the world. Officially, standard support does not provide for guaranteed response times (an SLA) and in some cases, it may take 48-72 hours for your issue to be addressed, depending on the nature of your request., regardless of whether you are on cloud or self hosted. The reality is however, that we like to resolve things as soon as possible. In terms of our cloud environment, we will always try to respond to major issues as quickly as possible. When its a major problem, we will generally address these right away, and where we cant, tell you why we cant.

For issues with our cloud infrastructure itself, you can either email our ticket system, or post on here.

Just to add, we have had issues before now where its affected cloud on Christmas day, where we are officially closed, and people have been known to be ensuring things work in the middle of their Christmas lunch. 😁

  • Author
24 minutes ago, Marc said:

We have staff all around the world. Officially, standard support does not provide for guaranteed response times (an SLA) and in some cases, it may take 48-72 hours for your issue to be addressed, depending on the nature of your request., regardless of whether you are on cloud or self hosted. The reality is however, that we like to resolve things as soon as possible. In terms of our cloud environment, we will always try to respond to major issues as quickly as possible. When its a major problem, we will generally address these right away, and where we cant, tell you why we cant.

For issues with our cloud infrastructure itself, you can either email our ticket system, or post on here.

Just to add, we have had issues before now where its affected cloud on Christmas day, where we are officially closed, and people have been known to be ensuring things work in the middle of their Christmas lunch. 😁

So you are telling me that I could have my community down for 3 days? That has never happened to me with self hosted license, it was only a few hours. And since you cannot guarantee a response tim it could take that time precisely. A potential 3 days without the community is unacceptable :(

Besser als mein was restricted long time ago for expressing my opinions (others weren't) and my requests would obviously be even more delayed because I'm sure I would be the last one on the list since my posts would have to be reviewed and approved, which makes nonsense either when you are a client paying a the same monthly fee as many othes but with different privileges..

Edited by OptimusBain

5 hours ago, OptimusBain said:

So you are telling me that I could have my community down for 3 days? That has never happened to me with self hosted license, it was only a few hours. And since you cannot guarantee a response tim it could take that time precisely. A potential 3 days without the community is unacceptable :(

Keep in mind policy is different from actuality. I would guess your self-hosted provider has a policy in place as well but is much faster to respond than it. We have monitoring on our Cloud that our team monitors day or night and will be doing what they can to keep/get the Cloud up if it is a platform-wide problem.

5 hours ago, OptimusBain said:

I'm sure I would be the last one on the list since my posts would have to be reviewed and approved

Keep in mind that Cloud has access to email support and it is not restricted like forum support.

  • Management
9 hours ago, OptimusBain said:

A potential 3 days without the community is unacceptable

This would be very unlikely to happen. Critical issues are always dealt with fast. We have a lot of internal alerts and alarms.

  • Author

Hello,

I'm writing again here because I got a reply from Invision Sales. I replied Olivia Clark and it's been 48 hours since I have not heard from her :(

11 hours ago, OptimusBain said:

I'm writing again here because I got a reply from Invision Sales. I replied Olivia Clark and it's been 48 hours since I have not heard from her :(

At time of writing this, you have received a response. Please note that Sales queries can take some time, especially, when asking a technical question. Please be sure to reply to your email if you've had any further questions.

The support on the cloud hosted platform is great. In general moving away from dedicated server/self hosted platform to cloud for invision was one of the best decisions I made. I highly recommend it.

Recently Browsing 0

  • No registered users viewing this page.