When is 24/7 not 24/7 ? When it is spark 24/7 tech support

Forums › Spark New Zealand (including Skinny and BigPipe) › When is 24/7 not 24/7 ? When it is spark 24/7 tech support

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ResponseMediaNZ

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#2071885 11-Aug-2018 21:16

Business Mail support has never been 24/7.. You need to look at the business model for this... 99% of the companies using business mail and online services like domain names and the likes that sat with that team were business that are mainly 8-5 mon - fri. There is a lot of support desks that have limited hours. including the level 2-3 desks that the lower desks you are calling in to need to talk to.

Unless you have an SLA contract with most support companies they will not give you 24/7 Support and you pay for the 24/7 support then I cannot see your point.

Can you name big businesses that have constant 24/7 support for all their applications/ all their services they offer? I can pretty much guarantee that there is very few in the world that do.

UHD

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#2071888 11-Aug-2018 21:36

https://www.spark.co.nz/contactus/

Faults, lost / stolen mobiles: 120 or 0800 22 55 98

Looks to me like Spark do have technical fault assistance available 24/7. You just need to call the correct number. I'm not sure why you are calling and expecting business e-mail support outside business hours though. Tell your client you will call Spark when they are open.

nunz

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#2074593 16-Aug-2018 19:00

UHD:

https://www.spark.co.nz/contactus/

Faults, lost / stolen mobiles: 120 or 0800 22 55 98

Looks to me like Spark do have technical fault assistance available 24/7. You just need to call the correct number. I'm not sure why you are calling and expecting business e-mail support outside business hours though. Tell your client you will call Spark when they are open.

The above is not support for Spark Business Mail, its for home users. No support for SBM despite the links saying they do. The above do not deal with SBM

126 is not open 8am to 8pm despite saying they are. Don't know how to be more clear than that.

nunz

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#2074594 16-Aug-2018 19:01

ResponseMediaNZ:

Business Mail support has never been 24/7.. You need to look at the business model for this... 99% of the companies using business mail and online services like domain names and the likes that sat with that team were business that are mainly 8-5 mon - fri. There is a lot of support desks that have limited hours. including the level 2-3 desks that the lower desks you are calling in to need to talk to.

Unless you have an SLA contract with most support companies they will not give you 24/7 Support and you pay for the 24/7 support then I cannot see your point.

Can you name big businesses that have constant 24/7 support for all their applications/ all their services they offer? I can pretty much guarantee that there is very few in the world that do.

Support for Spark business mail says "We're here for you 24/7 We are always here when you need. Over the phone technical fault assistance is available 24/7." That's a copied quote from the spark business Mail website pages.If they have links saying they do - and I have documented them clearly above - then why don't they do what they say they will do?

nunz

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#2074595 16-Aug-2018 19:03

gzt: It's not one you mail or submit then they phone back to assist?

Here is the exact quote from the site - does it sound like phone and leave a message? nope - its 24/7 assistance for paid business services called Spark Business Mail. its wrapped as a Spark Promise.

"We're here for you 24/7 We are always here when you need. Over the phone technical fault assistance is available 24/7."