Reply from BobcaresJun 23, 2022
Hi Stiofan,
I’m sorry to hear about your experience and that we didn't meet the level of service we strive for with all customers, many of which you see here with positive reviews. From reviewing your other tickets, you have enjoyed the majority of your service with Bobcares.
To address your review:
- We can’t identify with the every 3 month issue that you raise, we have only seen this issue occur in June. With that said, we want each and every client of ours to experience stellar service with us. Unfortunately, in this case, the experience was not in-line with what we give to our clients on a daily basis and the majority of other instances you contacted us for support.
- To address the two hour issue, we achieved a response time of 1h 30 mins in this case, which is faster than the guaranteed response time for your plan. This is your plan information. (https://bobcares.com/server-management/). “For on-demand server administration, our SLA is 12 hours, but we respond to tickets in 1 hour or less. If you need priority support with a 30 minutes response, click (https://bobcares.com/emergency-server-support/) to order our Emergency Support Member plan.” We try to always beat the response time we guarantee, we do have an alternate plan for urgent issues which is 30 minutes response time, per above.
We would like the opportunity to permanently resolve this issue and prove ourselves. Our Senior Engineer sent a mail with the recommended solution to the problem. Please reply back to the email with your confirmation, and we will be happy to do it at no extra cost.
Regards
Dileep
Quality Manager
Bobcares
