- billhzAsked on November 15, 2011 at 03:51 PM
Every form submission for my client represents hundreds of dollars. The successful processing of every form is VITAL. They are expanding. If something goes wrong they have no way of getting tech support immediately from a live operator. They are willing to pay a subscription to have live tech support 24/7. If you don't expect to ever have that then we need to find a different provider soon. If you provide it, I would imagine a lot of Jotform clients will throw money at you and you will all drive Ferraris and have villas in the tropics and own the latest iPhone.
- fxrAnswered on November 15, 2011 at 04:46 PM
billhz, I am sure you have probably heard this answer before but these forums are JotForms prefered means of providing support to its users.
The forums are manned by dedicated JotForm support very close to 24 hours a day. The vast majority of issues do get resolved quickly and satisfactorily. Paying subscribers issues are priortised. In my opinion, Its just about you having a little bit of faith, that these forums do provide an efficient means of getting the support that you obviously believe you need.
I will bring your request/suggestion to JotForm managements' attention to see if there is anything else to add.
- billhzAnswered on November 15, 2011 at 05:25 PM
I do appreciate the support I have received, however, dealing with extremely time sensitive form responses is ultra critical for my clients. Just recently a form response netted my client thousands of dollars for a reservation. Imagine that getting held up by your system. Imagine the client trying to get through to you with an immediate turn around response. The forum just does not provide that. There is a delay in getting answers and for my client, time is money.
Just recently the clients form results were not being sent by your system. After a few days, it was determined that the form results needed to be switched from TEXT to HTML. In the meantime I spent a lot of time with a panicked client and had to improvise by engaging a different provider. I kept asking you for a phone number to try to streamline the technical issues, but alas I had to go outside to find a patch. Not sure you want to hear that. If the "patch" is doing a better job then... well. My suggestion - keep your clients if they want you and give them live tech support.
- JotForm FounderaytekinAnswered on November 16, 2011 at 02:27 AM
:) I like the funny title. The reality is that most of the time phone support is worse. I am calling for many important things like "one of our servers is down", and the response is usually "We are looking into it".
We have a panic button in our site only visible to support team. That sends a text messages to couple of key people in the company. You can basically wake me up during the night.
The best I can do is to make that available to "Professional" users. Would that solve your problem?
- btgrafxAnswered on November 21, 2011 at 05:33 PM
Yes. I have 2 forms that I need to get online that will require me to go "professional" but I have been waiting for my issue to first be resolved on my test page. It doesn't look like what shows up on your site. If not fixed this week, I will need to look elsewhere. Bob at (208) 699-0220