[Sally]

I have only just joined Xilo on the 4/11/07 and already file a ticket on the same day for support which Xilo still not reply. Is this how long Xilo takes to answer a question normally? and why does Xilo put new customer onto indigo server when it is down and with no helpdesk?

I am quite disappointed with Xilo after it has been recommanded so much by 2u.co.uk!

[Matt]

Sally,

The server is not down and the helpdesk is on our site so I am not sure what you are referring to. If you can give me a domain - we can look at this for you.

Matt

[Matt]

Sally,

I have found your ticket. I have also moved your post to its own thread.

The issue here surrounds some third party software that we have not provided nor support. You will need to speak to them to find out why you are getting the error. The software does work in our platform and there are many others using it without problems.

Your other issue is due to you signing up twice, changing your mind on the first instance and then signing up yearly. The initial invoice did remain as our system does not know any better.

We do not guarantee a same day reply for many reasons such as how busy we are or how urgent the request maybe. We do prioritise requests on their content.

Thanks
Matt

[Sally]

Thank you Matt. I would have thought Xilo's system should recongise the sign up monthly for the same domain name be cancelled automatically when the same domain name is paid for yearly already!

By the way, when Xilo asked for their invoice to be paid they are very prompt with reply, and I hope that in the future Xilo can do the same fast reply for other issues.

[Matt]

Hi Sally.

No as some customers have multiple packages on different billing periods. The system is just doing what you have told it to when signing up.

Sophie replied to your ticket as it was a billing issue - like most companies, we have separate queues.

Thank you

Matt