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New support model

I made just my first experience with the new astaro support model..... hey guys that was a really bad decision. [:(]

What will your support do during waiting for calls from resellers ?

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0 NimmdirKeks over 19 years ago

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What will your support do during waiting for calls from resellers ?

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Guess the same we as resellers are doing while waiting for a call from Astaro. Have a cup of tea, and play a DOOM session. ;-)
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0 Paul_M over 19 years ago in reply to NimmdirKeks

We have platinum. What changed with Gold and Silver? I thought it was always that you had to contact your reseller with those.
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0 NimmdirKeks over 19 years ago in reply to Paul_M

No, customers could talk to astaro directly. Silver via the stupid my.astaro.com support GUI, Platinum and Gold could talk directly.

95% of the customer cases we can handle without astaro support, and the last 5% mostly are problems, even astaro can't handle ;-).
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0 NimmdirKeks over 19 years ago in reply to Paul_M

No, customers could talk to astaro directly. Silver via the stupid my.astaro.com support GUI, Platinum and Gold could talk directly.

95% of the customer cases we can handle without astaro support, and the last 5% mostly are problems, even astaro can't handle ;-).
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0 ClausP over 19 years ago in reply to NimmdirKeks

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No, customers could talk to astaro directly. Silver via the stupid my.astaro.com support GUI, Platinum and Gold could talk directly.

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Sorry, Gold (in EMEA) have to ask the reseller first ! :-)

Only Platinum (in EMEA) could contact astaro direct.
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0 BarryG over 19 years ago in reply to ClausP

So what happens if we have gold purchased directly from Astaro US? (not from a reseller)

Barry
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0 NimmdirKeks over 19 years ago in reply to BarryG

Normaly, you will get redirected to a reseller. But of course you can void the support contract with astaro, because they changed the contract.
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0 BarryG over 19 years ago in reply to NimmdirKeks

Anyone want to recommend a reseller in the US?

Thanks,
Barry
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