what is " Email Support 8x5" ?

[#1]

Sorry for posting in VPN forum but it appears active. What exactly does " Email Support 8x5" mean? I opened a ticket TWO days ago and haven' t heard anything. I also read to try peer support, but I didn' t get any help. What is the annual " Email Support 8x5" supposed to provide? I' ve asked ONE question in 9 months. Thats an expensive question to get no answer to. The support for this product is absolutely terrible. How do I get a refund? --Tim

[#2]

E-mail support 8X5 means they work 5 days a week for 8 hours, and you can contact them by e-mail. They make no claims to how fast they' ll answer your e-mail. If you want quick support, pay for the telephone support. They' ll help you right away in most cases. I agree that the support is lacking, but if you pay for telephone, it gets much better. -Matt

[UkWizard]

Heres a tip when you only have email support, if you dont get a response or the ticket hasnt even been assigned to anyone. And its getting more than a day old, call there tel support number and explain this. They have accepted my call and got the wheels in motion at least.

[UkWizard]

OOOOOOO - Just noticed, you are running MR10, take it off immediately, it has been withdrawn because of a big bug. go back to MR9 This might be the reason you why you raised a call in the first place.

[#5]

They rolled out MR10 again so I upgraded to this latest build. I phoned tech support and did actually speak to someone. Problem not resolved, but I' m working on it. Thanks all. --Tim

[#6]

I thought the support was 8 hours a day 5 days a week? hence 8X5! As for a refund. If you speak to your supplier (who sold you the support) they can arrange for a complaint.