Hi Adele,

Firstly, many thanks for taking the time to provide feedback. We really appreciate any feedback as this helps us maintain our level or service.

I’ve looked into this and can see that it was logged at 2:08 and resolved by 4:10. Transcendit do aim to get back to people as soon as possible but in some cases during busy periods it can take up to a couple of hours. At times it can seem to the customer like nothing is being done but some of the time in-between is actually spent looking at your notes and setup on our systems so that we can check licensing requirements and speak with the relevant people at your organisation to ensure we have the permission to give you access and licenses required to resolve your issue. That was the case in this instance. Scott needed to check your setup/licensing and speak with Mandy to ensure we could use one of the Business licenses required to access Microsoft Software.

I hope the above helps and that clears up why it may seem like it took a long time to resolve your issue.

If you require any additional information or have any queries, please don’t hesitate to contact me.

Best Regards,
Helen

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Helen Littlewood

Helen Littlewood – 12 Apr 17