I realize that we are now going on a very extended period of high support wait times. I have brought on additional staffing to help alleviate the issue effective immediately. I also want you all to know that we take this incredibly seriously, and we are not ignoring you by any means. We have been hit by an unforeseen wave of critical updates in the first 3 weeks of January. We have also made it clear to our vendors that we need to be better made prepared for these types of things going forward.
Through all of this though, I realize most importantly that you all have businesses to run, and so I will continue to move things around to ensure we get this backlog cleared as quickly and as effectively as possible. As always, our management feedback e-mail is up and running to address your concerns (this is not used for escalations) at mgmt-feedback ]at] hostek.com.
Please help us as well by NOT opening duplicate tickets for the same issue. While you may hope this will get you noticed quicker, I promise you it does just the opposite. We have the ticket system setup very well now to ensure we handle things in the order of longest waiting tickets, and appreciate your cooperation while we get things normalized.
Thank you all for your continued patience. Sincerely, Joshua Brown Managing Director Hostek.com