Support issues in a timeous manner
Straight off the bat, my main issues with 1-grid was the lead times on responses for enquiries and work tickets, excluding the billing department whom I never really interactions with. Shawaal van Wyk in the billing department is a step above the rest and the stand out in handling my situation with the greatest of ease. She has succesfully resolved my cancellation issues in a timeous and professional manner. What more could be asked for, she was clear in her approach and concise. Happiness.

Problems that I experienced was at times slow servers speeds, work tickets response times (from a hosting point of view) and if you call the hosting department be prepared to wait forever and a day. During midday to the end of the day it is a bit of a nightmare to get through to an agent. However, when you eventually get through the agents are friendly, knowledgeable and at most times the issues get resolved right there and then. I believe in giving credit where credit is due.

In short, if you are planning on dealing with this company then ask to deal with Shawaal van Wyk in the billing department. She knows what she's doing and actually knows the proper company policies and processes.

Issues that needs resolving for better service:
1) Drastically shorten your telephonic support times, nobody has the time to hang on for extended periods of time to solve an issue that they know only needs 2 to 3 minutes of your attention.
2) Implement a call back service, within an hour, when the lines are busy. This will put customers at ease that someone will get back to me and I can continue on with my day until they call back within that hour.
3) Look at getting an automated AI system that replies to general queries thus freeing up your agents.

@1-grid, you guys have so much potential. Just iron out the wrinkles as it can make or break your business. I'm rooting for your success as a South African company but you will have more and more unhappy clients if your support issues don't get resolved. 

Leslie

 