We recently had a POS Partner take 4 weeks to determine that they changed the spelling of one part of their interface and hence, we could not create or update items. Four weeks………I find that unbelievable that any company would allow their clients to suffer and not provide the proper escalation resources to resolve this within a few days…..maybe a week at the most. Maybe being privately owned with the world’s thinnest management layer has its benefits.
Here at yellow Dog, everything seems to go to DEFCON5. I had a client tell me that “It always seems like anything we report becomes an emergency”. I told him that issues are emergencies……that the bar is to not have support.