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No response from anyone and we now head into day three to make an upgrade.
Sales needed the passwords for the old and new account. I set up temporary passwords for both. The problem is, I had to send that logon information in clear text. It is an unacceptable risk to leave both accounts exposed for this amount of time and who knows how long this is going to take as we head into day three.
However good support is becomes irrelevant as a chain is only as strong as its weakest link. If one department blows it, all suffer.
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