Impero - Customer service

[steven_layton_sl]

Hi guys

Looking for any Impero staff browsing the forums....

Over the last few days I have tried a number of times to ring you guys, and always (and I mean always) get through to voicemail. Voicemail?!?! I've left messages but no one has got back to me.

 

Points I'd like to discuss:

-Where are you guys? Are you all at the pub? Can I join you?

-When I renewed, I bought Patch Management, but since my 5.2.10 update, it now says I'm no longer licenced.

-My C:\Program Files (x86)\Impero Solutions Ltd\Impero Server\Backups folder has 1434 items in it, taking up 9.36Gb. Can I delete these?

-Since the 5.2.10 upgrade, my RDP connections to my two 2008rs servers which have Impero installed on them are glitchy as hell. Actions such as dragging folders and renaming stuff keep stopping as if someone is messing with the mouse input.

-When is the 5.2.10 update for OSX going to be released? Yes they're still working on the older version, but its playing hell with my OCD having different version numbers showing in the console.

-Is there an updates Chromebook extension?

 

Looking forward to chatting, thanks!

[clockend25]

You're not the only one, and it's been the same for quite a while now. Even the email support, which was always pretty rapid, has been getting worse (48 hours to respond to my last call).

[timbo343]

@Dan_Impero - he will be able to help @steven_layton_sl - i picked up Darrens and Craigs cards but they are at work and im on annual leave. Edited March 10, 2016 by timbo343

[synaesthesia]

Oddly with this and a couple of other similar messages on here, I've had a very good experience with them recently. I only typically email and always had a response the same day - within 30 minutes yesterday too.

[RichCowell]

I've not had to contact them a lot recently, but when I have they've been pretty quick at getting back to me... I always email ([email protected]) rather than phone, but that's just my preference generally...

 

Impero are hosting a User Forum in the afternoon at our meeting next Thursday, which will be a great opportunity to discuss issues such as this, and hear what's being done about them...

 

All free - still a couple of places left: ANME NW Meeting 06 (NW06) | Association of Network Managers in Education ANME

[CamelMan]

Oh Dear I was going to contact them about upgrading to the latest version... no so sure now!!

[Matt_Renato]

 

-Since the 5.2.10 upgrade, my RDP connections to my two 2008rs servers which have Impero installed on them are glitchy as hell. Actions such as dragging folders and renaming stuff keep stopping as if someone is messing with the mouse input.

 

 

Rename the file metroappinterface.exe and that should resolve your issues. I can't remember the exact location of it so you'll need to do a search.

[steven_layton_sl]

Hi @Matt_Renato, thanks for that. A real odd one.

[steven_layton_sl]

Another telephone call, another voicemail. Sorry, but its not good enough.

[RichCowell]

Another telephone call, another voicemail. Sorry, but its not good enough.

 

Have you emailed them?

[Fazza]

Never had a problem with Impero support. Yes sometimes when the lines are busy we leave a voicemail and the have always called us back to help answer our questions/queries

 

I did send an email 2 weeks ago for a particular keyword library and only got a reply the other day saying that it's not available yet as they're still testing it - they seem to have the most robust testing facilities in the world as 2 years ago we were given a beta of the particular keyword library we were after and they're still 'testing' it!!

[steven_layton_sl]

@RichCowell, in fairness, no. I've always rung them in the past and got through to someone straight away. I've never emailed them for support before. I'll try sending a 'Please ring me email'.

[Dan_Impero]

@RichCowell, in fairness, no. I've always rung them in the past and got through to someone straight away. I've never emailed them for support before. I'll try sending a 'Please ring me email'.

 

Hi @steven_layton_sl,

 

I'm sorry you've been having trouble getting through to support on the phones, the team have been exceptionally busy lately which has unfortunately had a knock-on effect on phone availability. Would you mind emailing your contact details to [email protected] and I will ensure one of the support team gets in touch as soon as possible to resolve/respond to the issues you mentioned above?

 

Thanks,

Daniel

[Dan_Impero]

Never had a problem with Impero support. Yes sometimes when the lines are busy we leave a voicemail and the have always called us back to help answer our questions/queries

 

I did send an email 2 weeks ago for a particular keyword library and only got a reply the other day saying that it's not available yet as they're still testing it - they seem to have the most robust testing facilities in the world as 2 years ago we were given a beta of the particular keyword library we were after and they're still 'testing' it!!

 

Hi @Fazza,

 

We do like to ensure that our keyword libraries are both accurate and representative of current concerns, which does mean they can sometimes be in testing or beta phase for a while. I can confirm that our latest library, counter-extremism, is now nearing the end of the beta phase and is due for official release at the end of this month. All of our other libraries, including eating disorders, anti-bullying and trolling, grooming, adult content, gambling, homophobic language and more are available - please let me know if you don't have any of these and I can arrange for the necessary updates to be provided.

 

Thanks,

Daniel

[timbo343]

@steven_layton_sl speak to Becky, she should be able to put you through.

[Fazza]

Hi @Fazza,

 

We do like to ensure that our keyword libraries are both accurate and representative of current concerns, which does mean they can sometimes be in testing or beta phase for a while. I can confirm that our latest library, counter-extremism, is now nearing the end of the beta phase and is due for official release at the end of this month. All of our other libraries, including eating disorders, anti-bullying and trolling, grooming, adult content, gambling, homophobic language and more are available - please let me know if you don't have any of these and I can arrange for the necessary updates to be provided.

 

Thanks,

Daniel

 

It's just the extremism/counter terrorism one(s) we're waiting to get our hands on! All the others are working fine and now that we have gotten around to getting Impero to email us a screenshot when there has been a Violation ourselves and our eSafety team are enjoying all the Freudian slips the kids make when misspelling words!! Word has gotten around now since we've been printing out screenshots of the worst offenders and taking them to the teacher straight away as they come in our Inboxes so the teacher can deal with the issue. We've even had a couple of tests where students have typed something inappropriate just to see if we're still monitoring them and we are!

 

The best thing about all the violation emails is that (touch wood) so far there are no eSafety issues to worry about as (ignoring the false-positives) most of the violations are simply silliness - you know, a student walks away from their computer, leaves it unlocked and a fellow student types a rude work randomly in the middle of their work hoping they will hand it in like that!!

 

We have always found the support from Impero to be prompt, professional and friendly!