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Thread: Getting Support from the Escouts Team

  1. #1
    Escouts Founder Richard's Avatar
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    Getting Support from the Escouts Team

    I would just like to remind a few people about the Service Level Agreement (SLA) that the Escouts Team have agreed to.

    To get support from the Escouts Team, it is always helpful, to make reasonable requests in a pleasant and thoughtful manner, and above all to be patient.

    The Escouts team does its best to maintain a reasonable level of service, but from time to time, is unable to complete tasks, in as speedy a fashion as they would like, as the have bills to pay, families, Scout Troops and Cub Packs to run, and from time to time some Escouts Team members have taken on major roles organising large camps.

    That all said we do what we can.

    One thing that does especially irritate the Escouts Team, is for some people who receive free hosting to demand our attention immeadiatly, take this little gem from the helpdesk, a password change

    Is anyone going to follow this up? It does need to be updated tonight. 4.5 hours is ridicolous.


    Calls will be answered as soon as possible. Priorities will ultimately be set by the team.

    As a guide, the following priorities should be set:

    Priority 1: The SERVER (more than just your site) is down completely

    Priority 2: My site is down, or part of the server isnt working properly (eg Mysql)

    Priority 3: A problem is affecting the working of my site & Password changes

    Priority 4: Something needs fixed but it can wait

    Priority 5: A query

    As we have always said if people don't like the level of service, please find somewhere else.

    Anyway its 2.30 am and I'm off to bed !!!

  2. #2
    Account Closed weefatbob's Avatar
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    Well said Richard.

    Having just attended the camp you organised in Fife, I know how hard you work for Scouting - if only others could see it!

  3. #3
    Senior Member chrisp's Avatar
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    It's interesting to see how obsessive some people get about their scout websites. Many Scout Groups have coped for almost a century without a website, so if their new site is down for a few hours/days/weeks it may be a little irratating to the webmaster, but it really isn't a big deal - and probably many people in the group won't even notice!

    I think the Escouts Team do a fabulous service to the scouting community, and react very quickly whenever there are any issues with the hosting.

    From my helpdesk queries with the Team i've found that sometimes queries get ansered by the team in a matter of minutes, but other times it can take longer. Perhaps people just expect the former to be standard, and hence get frustrated when things take a little longer...

    A little patience goes a long way!

  4. #4
    Hathi (ACSL)
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    Well without I have no doubt in saying our site would not have progressed to the standard it has and it's thanks to you guys for hosting it along with all the support from the users of . You are all a credit to Scouting. Besides all you can do is your best in your SPARE time. "I promise that I will do my best" - if this is not good enough for people should they be relying on this service. Personally I'm suprised you didn't mistakenly hit delete on the account mentioned above with the rather rude comment! bigsmiley
    Will

  5. #5
    GRUMPY OLD MAN Matt Barden's Avatar
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    I wouldn't even habe thought of having a website as I could not justify the cost to my group,

    Long live Escouts, I really do hope you are not put of buy the one or two who don't understand the concept of Escouts.

    I do appreaciate all the hard work the team put and please understand that not everybody takes your services for granted.

    Long live Escouts.

    Matt

  6. #6
    Moderator David's Avatar
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    From this thread and many others i am sure that the team will agree with me saying that it is the majority of people who dont mind waiting days/weeks what ever it end up becoming to have someone take alook at their problem. Its that way that it should be.

    Its the minority that ruin it, will always be like that as well.


    manners dont cost ANYTHING at all do they?

  7. #7
    Crofton Scout Group davidbrown's Avatar
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    Quote Originally Posted by Matt Barden
    I wouldn't even habe thought of having a website as I could not justify the cost to my group,
    ... it is thanks to EScouts that there is hardly any cost associated with running a website. As a group, our only actual website costs have been the £2.59 p.a. cost of a URL.

    Free hosting with no adverts - who dares complain! Many thanks, Escouts.

  8. #8
    Ancient Old member Martyn's Avatar
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    Richard,

    I think you are missing a few

    Priority 6: Email Request - What's my email address

    Priority 7: Email Question - Do I need to be connected to the Internet to see the Internet

    Priority 8: A query - Could you download the Internet to My PC for Me

    Priority 9: The Photocopy has stopped working

    Priority 10: The coffee machine has stopped working

    Priority 11: Email request - I have a major problem with ........ and it needs fixing striaght away. I going on Holiday for the next 2 weeks

    Martyn

  9. #9
    Senior Member
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    One thing I will say though, is it is all wekk and good saying this, but in some cases, we just can't tell which it is. Then get commentsback from the team complaining that it was too highly priotitized.

    And I'm honestly not complaining
    Matthew

  10. #10
    Escouts Management Daniel's Avatar
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    the main things to remember,

    1) its a server wide issue, which effects everyone's account, i.e. the server is down.

    going through to

    5) its something that needs sorting, but can wait and isn't too much of a problem.

    anything like 2, 3 and 4, if you don't know just put 3 or 4, its the emergency priority that is really annoying, especially for a password change
    Daniel

    Explorer Scout Leader | Group Trustee
    4th Huddersfield Golcar Scout Group
    4thgolcar.org.uk
    District Media Development Manager
    Huddersfield South West
    hswscouts.org.uk



  11. #11
    Been around a long time Dave's Avatar
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    Quote Originally Posted by Martyn
    Richard,

    I think you are missing a few

    Priority 6: Email Request - What's my email address

    Priority 7: Email Question - Do I need to be connected to the Internet to see the Internet

    Priority 8: A query - Could you download the Internet to My PC for Me

    Priority 9: The Photocopy has stopped working

    Priority 10: The coffee machine has stopped working

    Priority 11: Email request - I have a major problem with ........ and it needs fixing striaght away. I going on Holiday for the next 2 weeks

    Martyn
    Priority 10 has been changed to No1
    No2 is is I've run out of Coke for my JD !!

    Seriously as the Cubs say " We will do our best"
    all in all it is just another brick in the wall

  12. #12
    Senior Member Richard Willars's Avatar
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    Quote Originally Posted by Dave
    Priority 10 has been changed to No1
    No2 is is I've run out of Coke for my JD !!

    Seriously as the Cubs say " We will do our best"

    You drink way too much JD!!

  13. #13
    Been around a long time Dave's Avatar
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    Quote Originally Posted by Richard Willars
    You drink way too much JD!!
    I don't everyone gets to the coke before me
    all in all it is just another brick in the wall

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