|
1. I think this hits on a very important point and Surpass needs to find a way to address this. People should not be penalized foe updating tickets with more information.
2. As you stated, a user driven system would not work. I think it is also hard for support to do because who are they to judge if your database being down is more or less important than someone else's issue.
3. Support should give you the option to risk paying if you want to. It sounds like you would of paid if you had to because it was that important so it really wouldn't of mattered. They could of received your permission and understanding that you might have to pay and then let sales figure it out with you later.
That is my take,
Evan
__________________
My Sites (dime 13 reseller)
|