Support - lack of response on issues

sswindon · Messages: 14 Offline

I have raised a problem with print preview but, to date, have had no response other than from your sales team. I am currently reviewing Synthis as a possible standard process modelling tool for us. Synthis seems a good tool and could work for us but I cannot live with the absence of support I have experienced to date. One of your sales executives has been very responsive but it seems that he is getting little back up from your support group. I would expect a response within 24 hours even if it is something along the lines of "we have received your issue and will respond in X hours/days".

When and how do you intend to address this?

Wells Burke · Messages: 25 Offline

Hi Stephen,

I think I have responded to both of your recent posts. If I have missed anything please let me know.

I'm sorry it has taken longer than you would have liked. We do try to provide timely support to all of our users. Because the Modeler is a free product however, we do have to prioritize support for paying process server customers.

sswindon · Messages: 14 Offline

Please bear in mind that users of your free software today may well become paying customers tomorrow. I am evaluating the software to see if it is something we should adopt as a standard. If so we will probably purchase a licence from you. I suggest that you publish a response timeframe for users of the free software - 72 hours should suffice - that way expectations will be managed. Currently I have nothing else to judge the quality of your support service other than the service I have received to date which, as indicated by the title of this topic, is less than satisfactory.

sswindon · Messages: 14 Offline

I am deafened by the silence on this issue!