Service Levels

[phippster]

Clickatell has been getting progressively worse over the last year.  What used to be 24 hour response time to technical support email is now 3-4 full days.  And now with this U.S. based interruption of service which has lasted since February 26 and is still on-going with no ETA for a fix, we are looking for alternatives.  Can anyone suggest a company that provides better customer support and for that matter, the ability to send TXT messages -- since Clickatell has been incapable of doing so for a full week now...

[RayneS]

Hi,

Our standard SLA time is 24 hours, however, due to the US Connectivity outage has resulted in increased ticket volumes. Please provide a ticket number should we have not replied to your query as yet.

The outage was caused by US end carrier complaints around message content originating from Clickatell shortcodes shared by more than one US customer, which resulted in the US carriers shutting down some of Clickatell’s US customer shortcodes.

We do not know when connectivity will be restored to customers making use of shared shortcodes. We are in the process of going through a number of steps to ensure that when we restore the shared shortcode service, that abusive customers will be screened or detected immediately and that the current US customer impact will not be repeated. This new process will be subjected to the approval of US carriers. 

Rayne

[Utopia]

Are there again problems in US?

Because I have a created a ticket 13/4, the first reply I received 18/04 !!
Problem was that 90% af a country (Belgium) was not reachable.

7 hours ago the problem started again, still no reply on an outage of almost a full country.
90% of my messages are "Error delivering message"! But offcourse they are billed to my account!