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Happy Christmas from MIDAS HQ

Happy Christmas from MIDAS HQ

We’d like to wish all our customers a very Happy Christmas from MIDAS HQ here in the UK!

2020 is a year that most will be glad to see the back of, and we know that many of our customer’s businesses have been significantly impacted by COVID-19 this year.

Since March, here at MIDAS HQ we’ve been working hard to support our customers affected by the pandemic. We put in place support for those venues which had to temporarily close, and provided guidance for those who’ve had to adjust their way of operating.

Sadly though we know that some of our customers this year have had to permanently shut their doors, and our hearts especially go out to them at this time of year.

Here at MIDAS HQ in the UK it’s been a challenging year too. We’ve been through two national lockdowns, and been in a perpetual local lockdown for coming up to 5 months now.

As a small and agile business though, we’ve been able to adapt and continue with business as usual.

Since the start of the pandemic, we’ve released 3 significant updates to MIDAS (v4.24, v4.25, and v4.26), packed with new and exciting features!

We’ve also maintained the high level of support that we know our customers value! During the pandemic, our median response time to Priority Support requests has been just 10 minutes! What’s more, EVERY Priority Support request we’ve received during the pandemic has had a dedicated human response within 6 hours of receipt!

Priority Support over Christmas:

As we’ve done in every year previous, Priority Support will be available to all customers with an active support subscription should they need it right across the festive season – even on Christmas Day itself!

This year, however, we would ask customers with non-urgent support queries over Christmas to consider waiting until the new year to contact our support team if at all possible.

The UK government are allowing a very small window over the festive season for people to travel and see family. Most of our staff have been in perpetual lockdown and haven’t seen close family members since before March, and so we’d like them to have the opportunity to be able to travel and do that this Christmas.

This may mean slightly slower responses times to support queries than usual, and is why we’re encouraging non-urgent queries to be delayed until the new year, where possible.

Thank you for your understanding and support!

However you’re spending this festive season, we’re sure it won’t feel like a “normal” Christmas. But we do wish you a happy and peaceful time, and we sincerely thank all our customers for their continued custom and support during 2020.

We’re already working on MIDAS v4.27, so stay tuned for more updates in 2021!

Have a safe and peaceful Christmas from all of us here at MIDAS HQ!

We constantly strive to provide unrivalled support to customers of our Web Based Room Booking & Resource Scheduling system and one of the things we’re most proud of is our professional, friendly, knowledgeable, and responsive customer support.

That’s why we regularly review how we’re performing on this front, and make our findings public, to ensure that our customers who’ve taken out an Annual Support Subscription with their purchase of our scheduling software, are getting an unmatched support service!

To ensure the continuation our very high standards of service, we analyze the wait times between when a priority support email is received by us, and when a subsequent response is sent – and these are responses by real people – not some machine or auto-responded, but a tailored response from a real person!

We’ve now analyzed our performance again – this time for the month of June 2014 and the responsiveness of our support just keeps on getting better! When we first started analyzing our support response times, back in September 2012, we measured support response times in hours. Last September 2013, we felt the need to improve our measurements down to minutes!

The table below shows the percentage of Priority Support emails and how quickly they were answered between September 2012 and June 2014.

 September 2012January 2013September 2013June 2014
Answered within 15 minutes58.97%71.43%
Answered within 30 minutes74.36%77.14%
Answered within 1 hour76.29%85.95%87.18%91.43%
Answered within 2 hours90.72%91.23%94.87%97.14%
Answered within 3 hours92.78%94.74%94.87%100%
Answered within 4 hours93.81%96.49%97.44%100%
Answered within 5 hours94.85%98.25%100%100%
Answered within 6 hours96.91%98.25%100%100%
Answered within 7 hours98.97%98.25%100%100%
Answered within 8 hours98.97%100%100%100%
Answered within 9 hours98.97%100%100%100%
Answered within 10 hours98.97%100%100%100%
Answered within 11 hours100%100%100%100%
Our speed of response to Priority Support Emails

As you can see, between September 2013 and June 2014 we’ve improved again!! During June, ALL Priority Support emails were responded to within 3 hours of receipt, regardless of the day of the week! – that’s not an average – that’s…

Every single Priority Support email received in June was given a real, individually tailored, human response within 3 hours (and over 90% of those within just 1 hour)!

Now, how many companies do you know where you can get a real human response to your email query that fast, any day of the week!!?

So if you’re considering MIDAS for your organization’s scheduling needs, but are perhaps worried about how good our support is or whether an Annual Support Subscription to MIDAS is worth having, well… the above figures speak for themselves!

…but if you’re still not convinced? Read some of our Customer Testimonials about our scheduling system and the outstanding level support we consistently provide!

We’re constantly striving to improve our web based room scheduling software and the service we provide to our customers, and one of the things we’re most proud of here at MIDAS, is our professional, knowledgeable, friendly, and responsive customer support.

That’s why we regularly review how we’re performing on this front, and make our findings public, to ensure that our customers who’ve taken out an Annual Support Subscription with their purchase of our scheduling software, are getting an unrivaled support service!

To ensure our very high standards of service, we analyze the wait time between when a priority support email is received by us, and when a subsequent response is given.

When we last analyzed our performance, back in February, we found that for the first month of 2013 over 90% of support request emails were answered within 2 hours of receipt, regardless of the day of the week!

We’ve now analyzed our performance again for the month of September 2013, and our support is now even more responsive than ever!

The table below shows the percentage of Priority Support emails and how quickly they were answered in September 2012, January 2013, and now in September 2013.

 September 2012January 2013September 2013
Answered within 1 hour76.29%85.95%87.18%
Answered within 2 hours90.72%91.23%94.87%
Answered within 3 hours92.78%94.74%94.87%
Answered within 4 hours93.81%96.49%97.44%
Answered within 5 hours94.85%98.25%100%
Answered within 6 hours96.91%98.25%100%
Answered within 7 hours98.97%98.25%100%
Answered within 8 hours98.97%100%100%
Answered within 9 hours98.97%100%100%
Answered within 10 hours98.97%100%100%
Answered within 11 hours100%100%100%
Our Speed of Response to Priority Support Emails:

As you can see, for the month of September 2013, all priority support emails received were answered within 5 hours without exception (in January, all priority support emails were answered within 8 hours without exception, and a year ago all priority support emails were answered within 11 hours without exception!)… and it’s worth mentioning that all priority support emails get a real, individually tailored, human response – not just a standard “automated” or “canned” reply that some companies use!

In addition to the figures in the table above, in September 2013, we broke this down further and found that over 74% of priority support emails were answered within just 30 minutes (up from just over 70% in January 2013), and that nearly 60% of priority support emails answered within just 15 minutes!

Now, how many companies do you know where you can get a real human response to your email query that fast, any day of the week!!?

So if you’re considering MIDAS for your organization’s scheduling needs, but are perhaps worried about support issues, or whether an Annual Support Subscription to MIDAS is worth having, the above figures really do speak for themselves!

Still not convinced? Read some of our Customer Reviews about our scheduling software and the outstanding support we provide!

Our customer support just keeps getting better!

One of the things we’re most proud of at MIDAS, is our professional, knowledgeable, friendly, and responsive customer support.

That’s why every few months, we review how we’re performing on this front, to ensure that our customers who’ve taken out an Annual Support Subscription with their purchase of our web based room booking system, are getting an unrivaled support service!

To ensure our high standards of service, we analyze the difference in time between when a priority support email is received by us, and when a response is given.

When we last analyzed our performance, back in October 2012, we found that for the previous month, September, over 90% of support request emails were answered within 2 hours of receipt, regardless of the day of the week!

Now, at the start of February 2013, we’ve analyzed our performance again for the first month of the new year, and found our support to be more responsive than ever!

The table below shows the percentage of Priority Support emails and how quickly they were answered in both September 2012 and January 2013.

 September 2012January 2013
Answered within 1 hour76.29%85.95%
Answered within 2 hour90.72%91.23%
Answered within 3 hour92.78%94.74%
Answered within 4 hour93.81%96.49%
Answered within 5 hour94.85%98.25%
Answered within 6 hour96.91%98.25%
Answered within 7 hour98.97%98.25%
Answered within 8 hour98.97%100%
Answered within 9 hour98.97%
Answered within 10 hour98.97%
Answered within 11 hour100%
Our Speed of Response to Priority Support Emails

As you can see, for the month of September 2012, all priority support emails received were answered within 11 hours without exception. In January this year, every priority support email received was answered within just 8 hours! …and it’s important to note that these are not “automated” or “canned” replies – every priority support email we receive is individually answered by a real person!

Given that last month, over 85% of priority support emails received were answered within an hour of receipt, we decided to go one step further, and break this down further – we determined that in January 2013 over 70% of Priority Support Emails were answered in under 30 minutes of receipt!

Now, how many companies do you know where you can get a real human email response from in under than 30 minutes, any day of the week!!?

So if you’re considering MIDAS for your organization’s scheduling needs, but are perhaps worried about support issues, or whether an Annual Support Subscription to MIDAS is worth having, the above figures really do speak for themselves!

Still not convinced? Read some of our Customer Reviews about our software and the outstanding support we provide!