dotmailer extends support hours to improve service for clients and partners now spanning 150+ countries.
I am delighted to announce that from 8:00am British Summer Time (BST) +0100 UTC* today, Wednesday 1st October 2014, the dotmailer Support Team will be available 24 hours a day every day of the working week!
Our Support hours will be Monday 8:00am BST* through to Saturday 2:00am BST* non-stop.
After reviewing our call volumes we have also changed our shift patterns to enable more members of the Support Team to be available at our busy times, reducing wait times. Our experienced 2nd line staff will be taking the calls and dealing with them as usual.
Serious application issues will be escalated immediately to our on-call Systems Team. Any non-urgent issues that need to be escalated to other teams will be handed over and dealt with the following morning.
As more clients come on board from across the world, our peak times may change and we will continually monitor and adjust this to continue to provide an excellent service and response time.
I am sure our clients and partners from the USA and Australia in particular will welcome this and the team are excited and ready to go as we take this big step forward. Here’s hoping this milestone in dotmailer’s history will cheer our clients in the USA up this week and give them some good news following the Ryder Cup!
Thanks and look forward to speaking to you through the night!
The dotmailer Support Team
*Note this will change to GMT +0000 UTC on Sunday 26th October