This evening I arrived\u00a0home from work and after indulging in a\u00a0traditional Friday\u00a0evening meal of Fish and Chips opened my email to find an an offline IM regarding a sim being offline. Logged in and sure enough the sim was offline. Therefore I decided to contact concierge live chat, for the first time in quite a while.<\/p>\n
After being pointed to the SL Grid Status page that indicated that hardware maintenance was in progress<\/a>, I was eventually told to file a ticket, the live chat operator informing me that all offline region reports should be submitted via a support ticket and that this was pointed out in a previous blog post. I couldn’t recall reading about this in a blog post, but then again I rarely notice the blog these days. However I think I’ve found the blog post in question, it’s in the SL Grid Status report <\/a>linked from the original SL Grid Status report I was pointed to:<\/p>\n “Ongoing Issue with Offline Regions<\/em><\/strong><\/p>\n [POSTED 10:28AM PST, 12 November 2011] We are aware of a problem that causes regions to go offline more frequently than normal.\u00a0 Our developers were alerted to the issue over the weekend and continue to work around the clock towards a solution.\u00a0 We understand how disruptive this is to your inworld experience.\u00a0 If your region is offline, please go to your support portal and submit a case using the following types:\u00a0 \u201cLand & Region\u201d > \u201cReport an Offline Region\u201d<\/strong>.\u00a0 This queue is being closely monitored to ensure the fastest turnaround possible.\u00a0 We will post an update as soon as we have more information on resolution<\/em>.”<\/p>\n <\/p>\n Now I appreciate that I probably should have checked the SL Grid status page quickly and the issue was resolved extremely quickly once I submitted a ticket but there are a couple of customer service issues here, if I contact live chat they\u00a0should be able to\u00a0submit support tickets, indeed I had one created for talking to live chat. The sim was up within around five minutes of me submitting the ticket and Izzy completed the case shortly afterwards, but why can’t live chat submit a ticket on my behalf?<\/p>\n I’ve worked in support for years and whereas we actively discourage people from grabbing technicians and asking them to do jobs without contacting the helpdesk, if someone contacts the helpdesk we wouldn’t then tell them to email in a request unless there’s a particular reason why you want a written request, such as it’s for accessing a secure area and you want a record of the request so that if someone one day asks why person x has access to area y, you have an audit trail.<\/p>\n There’s nothing wrong with the manner of the live chat folk, they are extremely polite, but it’s a little frustrating to contact them, talk to them and then be told to go and submit a ticket. I mean what do they do? Are they there for a chat if you’re feeling a little lonely? A nice chat about the weather? What support cases do they actually deal with?<\/p>\n They did point me in the right direction, so my case was resolved after live chat assisted me, but it would be useful if they could submit support cases, especially when it’s a region offline issue which isn’t one where you need too much detailed information to report. Maybe this is the purpose of live chat, to tell people to go and submit tickets, file a Jira or read a forum, but if that is the case, then it’s a pretty neutered role.<\/p>\n I would also find it a lot more useful if the grid status page was far more in your face, either when going to the support section of the main website or logging inworld, this would save both live chat and the ticket system a lot of tickets.<\/p>\n","protected":false},"excerpt":{"rendered":" This evening I arrived\u00a0home from work and after indulging in a\u00a0traditional Friday\u00a0evening meal of Fish and Chips opened my email to find an an offline IM regarding a sim being offline. Logged in and sure enough the sim was offline. Therefore I decided to contact concierge live chat, for the first time in quite a … <\/p>\n