[moaningmags]

Right, the first post I can see about it is the one from Alex Brown.
10 others after that then the one from Baldylocks.
4th post after Alex is questions from Wrabbit with answers from Alex
>No It's perfectly legitimate. I hope I have misuderstood Alex, but what I
>take his post to mean is this:
>
>Newsgroup based support will continue
>Newsgroup support is currently provided by the 'e-contact team'
>Newsgroup support will now be provided by 'second line'
>E-contact is no no longer necessary - bye bye.
>
>Alex can you confirm is this the case - and what will happen to response
>times?

I think no longer necessary is a little harsh - the decision has been
made to close the e-contact function and move newsgroup support to
second line.

Response times shouldn't be affected and are unchanged - as is the
SLA.

> It's been noted on multiple occasions in this group that there are
>often long delays in replying to webform submissions, which are/were handled
>by e-contact.

Additional resource is going to be used for webform (e-mail) support,
so the good work done on improving this in the last few months should
also continue.

> Surely if a dedicated team struggles to cope with the volume,
>then adding it as a supplemental role to another team will lead to further
>delays.

All depends on how you resource things doesn't it? The vast majority
of e-mail contacts for example can be dealt with by some of the first
line guys, which is how the model has been built for improving e-mail
support in the future.

>Will there still be dedicated people handling the newsgroups, and will it be
>given equal priority with other contact mediums subject to a reasonable SLA
>at least?

As per the previous response, the SLA is unchanged but it won't be
dedicated resource - the second line guys do all kinds of other things
and have fingers in lots of pies.

> It is a unique support medium because it is carried
>out in the full glare of public scrutiny (and as newsgroup users tend to be
>more tech savvy than the average user mistakes will be noticed. If
>redundancies are happening I wish them every success in the future.

I agree with your sentiments - the guys have done a cracking job and
it's much appreciated.




Alex



--

Alex Brown
Senior Product Manager



HTH