Emergency Technical Support?!?!

Discussion in 'NOD32 version 2 Forum' started by EvilDave UK, Sep 15, 2006.

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  1. EvilDave UK

    EvilDave UK Registered Member

    Joined:
    Dec 20, 2005
    Posts:
    275
    Location:
    United Kingdom
    I just phoned ESET UK (Aspect Systems), only to be told "We're now closed. Please press 2 for emergency technical support". On pressing 2, I was asked for an access code by a recorded voice.

    What the hell is this access code?

    This bothers me. What if I had a client who had hundreds of licenses, and their XMON stopped working. Would they have to endure the same problem, or is it just a glitch?
     
  2. Blackspear

    Blackspear Global Moderator

    Joined:
    Dec 2, 2002
    Posts:
    15,115
    Location:
    Gold Coast, Queensland, Australia
    You have several options for support:

    Telephone during business hours for home users and small networks.

    Telephone during out of hours for large networks – pre-registration required and then access code provided (I gather).

    Email.

    Always open 24 hour international support forum right here at Wilders.

    Cheers :D
     
    Last edited: Sep 15, 2006
  3. agoretsky

    agoretsky Eset Staff Account

    Joined:
    Apr 4, 2006
    Posts:
    4,032
    Location:
    California
    Hello,

    Have you checked in with Aspect Systems to see what the criteria is for access emergency tech support? It may be a value-added service.

    I am not tremendously familiar with Aspect Systems' IVR system, but based on your description it sounds like it was prompting for a passcode to enter the queue for priority/emergency tech support. On such systems, the queue usually routes the call to a voice mail box with notification alerts on it (e.g., once a voice mail is left the PBX calls someone's cell phone, pager number or send an email to a particular address) or hairpins the call out the system to a cell phone (or list of cell phone numbers) until one picks up.

    Regards,

    Aryeh Goretsky
     
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