Schneider Electric GIS Tech Support

I was curious what kind of turnaround most users see from support@miner.com when presenting an issue.

Typically we experience a time period of two weeks to a month before we get a solid response from someone. We do receive the typical auto response email asking software/system information.

It varies for us. Sometimes I'll see a response in a day or two (and I'm not talking the auto-response). Within a week of submitting my incident is more typical. I've never had an issue go two weeks, though, without a response. And if it's a really critical problem, I get our SAM involved to help escalate the issue immediately.

I will preface that by saying we only have ArcFM Solution and ArcFM Viewer for Engine. We don't use Responder or Designer.

The slow response king is ESRI by a long shot. I can go a month before I even begin to get anywhere productive with them.

Depends on the severity of the issue, we see Response from a day to a month. If our problem is non-critical I'll send it to the e-mail address if it's critical I'll call and keep calling until it gets answered.

They did make a big issue at their user conference this year that they've added 4 more support people and are working to improve the Response.

Personally I expect same hour response on critical issues, 24-48 hour on major issues and less than 2 week on general questions/enhancements etc.

They were pretty good in responding back. Straightforward issues were dealt with right away when you call since they were aware of it right of the bat and the complex ones they worked with you. However, lately the annoying auto response is the only prompt reply. I agree they do take somewhere from 2 weeks to a month depending on the issue and I guess their work load.

Hello,

My name is Ryan Flynn. I am the Technical Support Manager @ Telvent Miner & Miner.

First, I want to apologize for any delay in issue response or resolution. As the new manager of this team, I am very focused on improving response and resolution time, in order to increase customer satisfaction with our Technical Support.

We recognize our response and resolution times are unacceptable. I take full blame and responsibility for fixing this problem.

We are implementing three key changes this year to address this problem:
1 - We are hiring 4 more Technical Support Engineers; doubling the team from 4 to 8 Technical Support Engineers. The first of these new hires is already here; he started in early March. The second of these new hires starts April 20th.
2 - We are implementing a tiered support system, in order to improve response time, time to assign an issue to a Technical Support Engineer, and time to escalate to Tier 2, and eventually Tier 3 if necessary. This escalation path will put the more complex, in-depth issues into the hands of a more seasoned, experienced Support Engineer quicker. It will also allow the Tier 1 Support Engineers to take on and respond to more FAQ or how-to type issues quicker.
3 - We are implementing a client web portal where our clients and business partners can submit, view, update and close their support issues. This will be launched and announced within the next 2 weeks. The 2nd phase of this client web portal (coming in Q4) is an online knowledge base of known issues, workarounds, solutions, bugs, FAQs, etc.

I am passionate about improving response times, resolution times, communication and your visibility into your issues. If you would like to discuss these changes, or anything else related to Technical Support, please do not hesitate to email or call me.

I wanted to follow up on this topic. After a couple years of dealing with Telvent Support since posting this original thread we have seen vast improvements in Telvent support. We have seen really fast turn arounds and great communication on all of our support issues.

Thanks for all the improvements and keep up the good work.