How long do I wait for a response?

I opened an SR on June 9th, some trouble with ZCM. The technician escalated the call. Today is June 17th, and I have ZERO response on it. Someone remind me why I pay for support each year? We've opened 2 ZCM related SR's this year, neither of which have been resolved. It's just ridiculous.

I agree with your comments. In being honest as well, we unfortunately do have SRs that get behind or missed. It's very frustrating on our side as well when we have these come up. We have implemented a number of technologies and also human touch to help us catch these and continue to focus on ways to overcome these delays. I know it's frustrating for you as well.
Our customer satisfaction is very high and actually continues to increase each Qtr. Our data shows us our three key satisfaction areas are; speed of response, speed of resolution and followup.
Chat support helps us in response time, but sometimes may hinder us in resolution times. Especially with more complex issues. Our goals were not to totally replace the phones with chats, but to use chat to allow us to respond more quickly, which it has done. We're now focusing our folks to realize it's still ok to call you when the Chat is hindering resolution and it would be quicker to talk live about the issue.
We resolve over half of the SRs on the first day. We continue to focus on speeding up the resolution of those that go beyond the first day. A couple things we've implemented are we call you back at least every 2 days when the SR is in Novell's court and at least every 5 days when it's in your court. We've also implemented timed escalation for SRs and are now looking at also escalating when progress is not being made after a certain number of days (rather that just time open). The goal is to get you in the hands of the right person asap to speed up the resolution time.
We're also having Managers call you on more and more SRs before being closed to double check your satisfaction with the SR.
Our dream is to never have you need to ask us for attention on a SR. We continue to make progress on it.
I look forward to your thoughts and other ideas you may have to help us improve,
-Todd
Todd Abney
Technical Support Director
Novell

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I agree with your comments. In being honest as well, we unfortunately do have SRs that get behind or missed. It's very frustrating on our side as well when we have these come up. We have implemented a number of technologies and also human touch to help us catch these and continue to focus on ways to overcome these delays. I know it's frustrating for you as well.
Our customer satisfaction is very high and actually continues to increase each Qtr. Our data shows us our three key satisfaction areas are; speed of response, speed of resolution and followup.
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We're also having Managers call you on more and more SRs before being closed to double check your satisfaction with the SR.
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How long do I wait for a response?

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