Please be mindful of the recent Win10 1803 update problem and our HelpDesk response times.

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I'd like to take a moment and let everyone know that due to approximately a 100% increase in requests for HelpDesk support this week our response times addressing existing support tickets has decreased below our service level targets.

The recent spike in critical HelpDesk tickets that occurred starting Monday, due mostly to the Microsoft Win10 Spring (1803) update where the DAX drivers become inoperable is primarily responsible for the increased support load.  This situation was compounded because the previous procedure of uninstalling and reinstalling the DAX driver no longer works.  Our entire support team is working overtime repairing the Windows Registry in order to get the drivers installed and this is, unfortunately, a time-intensive process which is resulting in delays responding to previously open tickets. 

Whenever we have a unique support related situation such as the one this week, we change our mode of operation slightly in order to put a higher emphasis and focus on new and existing cases that are deemed critical.  This includes issues when hardware or systems are not operational.  If your support case falls into a category deemed not critical, it will take longer for us to respond back to you. 

Our support services are provided during business hours Monday through Friday.  The support team will be taking some well deserved time off this weekend to catch up on their rest and decompress from a very intense work week but will be back on the job first thing Monday morning.

Rest assured your support incident is very important to us.  We apologize that we have to take this temporary action to address a unique situation and will make every effort to address everyone's issues as soon as possible.  Thanks for your patience and understanding during this period of unusually high support incidences.

Thank you.


Tim - W4TME
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Tim - W4TME, Customer Experience Manager

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Posted 1 year ago

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