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The SLA is to respond within X hours, not resolve. So when the SE sends an email that says: "I'm the owner of the case and will reach out after looking at the n
by dessimus 3y ago
The SLA is to respond within X hours, not resolve. So when the SE sends an email that says: "I'm the owner of the case and will reach out after looking at the notes." They have complied with the SLA.
- anbotero 3y agoIt is revolting to be blocked and not get any help, everyone is anxious, specially when your main product is down (money), but seriously, I just think nobody reads their SLAs and just complains until someone resolves. I suppose it’s a rule of life no one reads terms (yet try to enforce them somehow), but usually their attitude give me the creeps.
- bluedino 3y agoAnd then they have another X hours to respond again