Communication channels

[dave]

Hi Steve & Angus,

I appreciate your efforts to keep everybody informed of problems as they arise, but I just feel that using the forum has a couple of glaring weaknesses. The major weakness has been seen this week. A lot of the time, the first I know about a web server not working correctly is an angry e-mail or phone call from a customer. I generally then come straight to the forum to see what the issue may be, however it is somewhat difficult when the Alpine site is also not working :(.

It would be ideal if we could have some kind of off site, or alternative e-mail communication channel for resellers, so that when the angry phone calls/emails start we already know what the problem is and can inform them about what is happening and expected down time.

Don't get me wrong, I have always been happy with your service and support, and I do realize that things go wrong. I just really hate being in the situation of a middle man with absolutely no idea of what the problem is and an expected solution time.

Dave

[Snowman]

Dave

This is being addressed with the server move of Hotham and the move of the support desk to another server.

We run the forums remotely from a server in the UK for this sort of situation.

If in the event of an outage or network issue we will always try and post info as soon as possible into the forums to let everyone know whats happening. Sometime we do get a bit swamped and it may take us a while to post here, as our first priority is to address the issue first.

But having said this we are looking into some uniqiue and very handy systems that we will be introducing to Alpine in the new year to help improve our services

Stay Tuned :)

[dave]

Thanks Steve.

Something that I find a bit frustrating with this particular forum is that there is no means to subscribe to a topic area and be notified of new postings.