Thanks for sharing your concerns about technical support and apologize for not responding to your inquires in a timely manner. I became technical support manager in May 2009 and have since implemented the following changes:
o We added 2 additional technical support team members in early September.
o We added 24-7 coverage for technical support - also in early September.
o We added a 2 hour turn around goal for voice mail messages. (This is aside from a "crash" - if a practice is down and cannot access Amazing Charts on any computer - we triage these for immediate action.)
o We added additional in house training for the team - just getting started in an organized fashion including assessment of team member capabilities.
o My team and I will be monitoring the User Board and responding to issues and questions. I am also available for direct contact if you do not get the issues resolved in a timely and/or accurate manner via email- trish@amazingcharts.com
Trish
