Interruption in the reception of English support mails
By Ryan on Tuesday 26 May 2009, 17:04 - Maintenance - Permalink
Dear all,
Due to the recent implementation of a new software application for the management of your support requests, we have encountered a problem whereas mails sent from the support form on the English version of our website were not being sent to our support team over the past few days.
However, because we have a record of mails that were sent via the form, we have been able to recover these "lost" mails and re-inject them into our support processing tool. Our team is working overtime to assure that we get your questions replied to as soon as possible. If your problem is particularly urgent, please contact us again using the online form (which now works), by including the keyword URGENT in the "domain name" or "IP" field.
It should also go without saying that customers whose activity was financially affected by the non-response to one of these tickets will be able to write to us concerning an eventual compensation, which we will examine on a case-by-case basis.
We ask that you forgive us for this unique service interruption, and accept our apologies for any inconvenience this may have caused.
Sincerely,
The team at Gandi
UPDATE 28/05/09 : We have finished replying to each and every mail that was sent to us during that period. We expect to be within the usual response time shortly.
Due to the recent implementation of a new software application for the management of your support requests, we have encountered a problem whereas mails sent from the support form on the English version of our website were not being sent to our support team over the past few days.
However, because we have a record of mails that were sent via the form, we have been able to recover these "lost" mails and re-inject them into our support processing tool. Our team is working overtime to assure that we get your questions replied to as soon as possible. If your problem is particularly urgent, please contact us again using the online form (which now works), by including the keyword URGENT in the "domain name" or "IP" field.
It should also go without saying that customers whose activity was financially affected by the non-response to one of these tickets will be able to write to us concerning an eventual compensation, which we will examine on a case-by-case basis.
We ask that you forgive us for this unique service interruption, and accept our apologies for any inconvenience this may have caused.
Sincerely,
The team at Gandi
UPDATE 28/05/09 : We have finished replying to each and every mail that was sent to us during that period. We expect to be within the usual response time shortly.