Webafrica support

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max

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Jun 27, 2005
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Hi

What kind of response times do you guys get with support from your ISP's ? I am waiting 15 hours plus for a support ticket to be answered, in the good old days when Webafrica was small the support was fantastic but now it seems they don't care about the little people anymore.
 
Have you emailed and/or phoned them? Their response is normally instant.
 
waroop said:
We have been actively trying to improve our support. The trouble is with the massive amount of growth we have been experiencing it has been challenging. Currently we are expanding our teams aggressively by hiring new staff as well as employing various automation methods to raise the standards.

We are aware we are letting some customers down in this regard and sincerely apologise, but with that being said we are doing everything in our power to raise the service levels to even higher than previously as soon as possible.
Click to expand...

From their forums
http://forums.webafrica.co.za/escalating_support_issues_753.html
 
I hope that reselling ADSL internet access it is not impacting negatively on your hosting support.
 
The trouble is with the massive amount of growth we have been experiencing it has been challenging.
Click to expand...

A rather nice problem to have ... hopefully they will sort it out.
 
Hi max and everyone else,

Yes we are running a rather large backlog at the moment. I do apologise for the slower responses, we are trying very hard to nail this one down. The good news is it looks like we making solid headway.

Tremendous growth rate (500%+ p/a) has placed an enormous burden on all the team (new and old), however we are committed to maintaining the level of support you deserve and have been on a hiring *rampage* recently.

We would love to become the biggest AND the best ISP in SA one day and no matter what size we are, the customer will always be numero uno around here.
 
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