SBSMigration.com

Why is email support the standard level of support as opposed to phone support?

Over 95% of all customer support is delivered as email support even though we have always offered an option for telephone support on an hourly basis at a very low cost. For someone who truly wants to have telephone support  we do offer you that option.

Email is an excellent value. It eliminates phone tag. It provides a project history for our review, and instructions you can look back over later if you need to. You don’t take notes from the phone call that you don’t understand later, and you aren’t trying to type instructions and make notes at the same time.

The Technician Kit includes 90 days of support for one project and it is explicitly email support only because it’s the most effective approach 95% of the time.

Will Telephone Support (Fee Based) generally be a  faster response?

If it's possible to answer the phone when it rings, that's what happens. But if it's possible to reply to an email as fast as it arrives, that's what happens too. If a queue develops of emails and voicemails to respond to, they are generally handled in the order they arrived or by priority of need identified in the email.

The assumption that if you pick up the phone to call for support you will get a faster answer is really not the case. Whenever possible during business hours, we respond to emails as if it was a phone ringing. If there’s email in the queue to handle and the phone rings, we may let voicemail collect until the email queue is empty because we prioritize email support.

If we are on the phone, we can’t respond to emails and it’s very difficult to triage a telephone ringing to know how best to prioritize simple replies vs. complex issues.

What is available as Telephone Support (Fee Based)?

Other than for pre-sales questions that may be handled by phone, all standard support directly from SBSmigration.com is by email if you are using the “unlimited email support” that comes with your Technician Kit. That scope doesn’t include phone support, but you can escalate to paid phone support if you wish.

Pre-Sales – Our pre-sales help is free but not superficial, it’s as technical as necessary to have a clear project vision. We want to ensure you understand not only the product options and pricing. You need to get the clarity of how your project is going to work if you have any special conditions to address.

Support Escalation – Telephone or Remote Access based support must be arranged in advance is subject to our discretion to accept and schedule on a priority need basis. We absolutely try to offer support in crisis situations where business down catastrophe conditions exists.

What is the normal Support Email Response Turnaround?

Our normal weekday business hours are the period you are likely to get the fastest response to an email, perhaps even immediately. About 80% of the emails that arrive in that period will get a reply in under an hour, frequently faster than that.

We rarely have support emails wait beyond one full business day, but it can happen. If you don’t receive a reply within 24 hrs, feel free to send a follow-up just in case your email becomes one of the under 1% that is overlooked or falls in a very heavy support request period.