Yes, I would also tend to agree. Our last upgrade was a disaster. Upgrade from 2020.2.6 to 2023.1.0, we lost 1 of our 4 polling engines after a tech attempted to fix issues identified after an upgrade. All agents on that APE were orphaned. This caused more harm than the initial problem I logged the ticket for. I have found that a lot of the techs that pickup the tickets initially don't know their stuff as well as they should. However the higher level support techs are great if your ticket gets escalated.
Rather than do a quick webex to properly understand the issue, most techs want logs and I've also found that they ask for logs in folders that don't exist. I believe this simply comes down to techs that aren't trained well enough. If a problem can't be solved quickly they should escalate to a higher level tech and then look back at what was done so that they can further their learning.
Yes, I would also tend to agree. Our last upgrade was a disaster. Upgrade from 2020.2.6 to 2023.1.0, we lost 1 of our 4 polling engines after a tech attempted to fix issues identified after an upgrade. All agents on that APE were orphaned. This caused more harm than the initial problem I logged the ticket for. I have found that a lot of the techs that pickup the tickets initially don't know their stuff as well as they should. However the higher level support techs are great if your ticket gets escalated.
Rather than do a quick webex to properly understand the issue, most techs want logs and I've also found that they ask for logs in folders that don't exist. I believe this simply comes down to techs that aren't trained well enough. If a problem can't be solved quickly they should escalate to a higher level tech and then look back at what was done so that they can further their learning.
I opened a ticket on 6/3/2023 and still have yet to connect with the tech support person. They like to reach out to me at 6-7PM at night for a meeting the next day OR I send them my availability and they completely disregard my email. We are going on almost two weeks and the game of tag still goes on. We went from 2020.2.6 which was amazingly stable to 2023.2.1 - which is interesting.
Yep, we should have stayed on 2020.2.6 too. Since upgrading our Patch Manager integration has not worked. Still waiting on a solution for that since January.
Or, you give them a time for a meeting, the arrange a meeting and send an invite and then they don't show up to that meeting. That happened to me in the past month and that meeting was arranged around an approved, down time change request on my end. Meant I had to go through that whole process again as well.
