Not a good support

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Jorge
Posts: 2
Joined: Fri Mar 25, 2016 5:00 pm

Not a good support

Post by Jorge » Fri Mar 25, 2016 5:08 pm

I have OnlyOffice since sometime. The software is good and we used it on daily basis as a working tool. But I have to say that the support is terrible. It looks like there is only one person (Eugene) giving support. When we chat with her in early morning, she will tell us to send a email to support. And then the same Eugene will answer in late afternoon...as the support manager!

So, if we ask something on a friday morning, no way we will have some real answer before Monday. The problem is that we never had a good answer, and all the issues remain the same. When we ask to speak with a manager... the answer is: "I (Eugene) am the manager"...

This is a fantastic software but with a very poor customer service assistance. I hope you change this situation.

Kate
Posts: 197
Joined: Mon Feb 09, 2015 11:17 am

Re: Not a good support

Post by Kate » Mon Apr 04, 2016 9:35 am

Hello,

First of all we would like to note, that according to our ONLYOFFICE™ Terms of Service (SaaS version):

9. USER SUPPORT.

9.1. Ascensio System SIA provides support within 48 hours on working days and within 72 hours on weekends.

You can learn ONLYOFFICE™ Terms of Service (SaaS version) here: http://www.onlyoffice.com/legalterms.aspx

We believe Client's comfort is a priority. We identify not a request but each Client. This way we assign Specific specialist to a specific Client, but not to a particular inquiry received. So we always remember and aware of all your past concerns and your current experience using ONLYOFFICE.

If you have any questions, please, feel free to describe them here or using our support system: http://support.onlyoffice.com/.

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