After nearly a month of downtime, we know that customer support has been a real issue for us. We obviously have some significant ground to make up, but we're back and absolutely committed to serious improvements...
An Apology
We realise the depths of inconvenience and hassle that our downtime has cause some of our customers - especially those of you who purchased just before our site died. Whilst our critical services such a network licencing and software activation were only affected for a few days, the inability to contact us or review your details probably cost you dearly.
We have already been in contact with most users in this position, but if we've missed you out, please don't hold back in letting us know about it. Use the new support page to send us a direct support request and we will get back to you pronto.
But Why So Long ?
Our website host changed some pretty major configuration settings which not only affected our licencing and activation service, but caused them a heap of server stability problems as well. As their servers crashed, we started losing data as they replaced our content with day-old backups. We had to quickly jump to a new host.
The first few days were their fault, but the long month off-line was ours. We'd been a bit constrained in what we could offer with our existing site infrastructure so decided to upgrade in the transition process. However, with virtually no lead time we couldn't get help within the period we needed it. Hence we had to become instant experts in web programming and server adminstration. We did kind of become experts, but it was the 'instant' bit that significantly eluded us.
The Future
Our customer support services have been an issue for some time. Turning this around is our primary focus for 2008 and beyond. It will take us a bit of time to get up to speed, but we are committed and determined to making the investments and improvements required.
Obviously we're asking for a fresh start so, if you can, please forgive some of our past transgressions. However, if we don't meet your high expectations from now on, feel free to hold us completely to account.
