Support response times?

camwilson04
New here

Support response times?

Has anyone noticed support response changes? 

 

E.g. just this fortnight a firewall suffered a hardware failure recently. Submitted the ticket, and sent the requested site information. 9 days later finally got a response asking for a photo of the offline device. 

 

Screenshot 2022-11-10 090606.png

 

Wondering if there have been some internal changes and if this is the new standard. 

3 Replies 3
alemabrahao
Kind of a big deal
Kind of a big deal

Have you changed the priority?

I am not a Cisco Meraki employee. My suggestions are based on documentation of Meraki best practices and day-to-day experience.

Please, if this post was useful, leave your kudos and mark it as solved.

Yeah - it's been set to high from the moment it was lodged

 

 

PhilipDAth
Kind of a big deal
Kind of a big deal

I've never been asked for a photo.

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