Anonymous_User Absent Member.
Absent Member.
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SR#101143085331


SR#101143085331 was opened on Jan 24th 18, and we informed Support that
our production is down and 400 users are suffering.

A backline Engineer was assigned to our case within 2 hours and he came
online via Bomgar and checked out the system too, and before leaving the
bomgar session he informed us that he will provide his feedback(via
email) that same day.

Despite our follow-up we didnt receive any feedback from Support till
25th. Then on 26th we received an email with a suggestion which was
obviously not the root cause or expected feedback, and we immediately
asked Support to provide us the requested feedback but alas no response
yet.

I also came to know that the backline Engineer assigned is a very
experienced and senior resource but remain too much occupied and its
quite usual for him to remain silent for days.

Very Disappointing.


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ThalLimited
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3 Replies
Anonymous_User Absent Member.
Absent Member.

Re: SR#101143085331


just got a response from SUSE Support(.. its Saturday)


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ThalLimited
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Anonymous_User Absent Member.
Absent Member.

Re: SR#101143085331


Apologize.
SUSE Support has sent us an email yesterday(26th Jan) but for really odd
reason we didnt receive the email before an hour ago today.


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ThalLimited
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tbaki Absent Member.
Absent Member.

Re: SR#101143085331

Thank you for your feedback.
In future, to avoid such frustration please ask to speak to Management.

When a Backline Engineer is not responding, this does not mean they are ignoring the SR.
Backline team deals with several escalations, and get extremely busy at times.

Regards
Tarik
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