Longest wait for support from Capita/MLS

[Marcs_Dad]

Our librarian raised a "major" incident support call with Crapita/MLS over 48 hours ago with still no response, has anybody else had a longer wait?

 

Please keep the replies down to Crapita and or MLS as we all know how bad some support services can be (QNAP support for example relies on email which is only answered every 24 hours. It would be quicker to use telegrams).

 

Habe a good day y'all.

[Katy]

Our librarian raised a "major" incident support call with Crapita/MLS over 48 hours ago with still no response, has anybody else had a longer wait?

 

Please keep the replies down to Crapita and or MLS as we all know how bad some support services can be (QNAP support for example relies on email which is only answered every 24 hours. It would be quicker to use telegrams).

 

Habe a good day y'all.

MLS? 5 months and would be longer except we cancelled.

[Marcs_Dad]

Oh dear!

 

I'm retiring in December so wont be able to beat your record :-)

[MrMat]

48 hours?! Pfft amateur.

 

Logged call on 30/08/2018 for a patch. Nothing drastic, just needed a patch authorising to us on Solus so nice and simple.

 

Chased on 4th as had no response.

 

Chased this morning as no response.

 

Email received today saying still not authorised on S3 so here's the ZIPS to do it manually.

[jdoldridge]

This wasn't the thread I wanted to come across whilst on hold to MLS support! I got through to Capita first line and they didn't have a clue about the groupcall exporter and why the jobs were failing!

[ITGuyNW]

I'm fed up of the AD sync failing every year for matching up the new year 7s in MLS so I've done it manually this time.

[David44]

Ten days and counting. We have some others with Capita (not MLS ones) that have been open longer.

 

Anyone else have the issue with MLS adding a space to the end of usernames when the CSV file doesn't contain a space? This has happened for at least the last 3 or 4 years to us, previously I'd raise it with MLS and they would go through the motions of asking me to send the CSV file to them (I assume they didn't believe that our CSV file didn't contain a space) and then eventually fix it by removing the space at their end directly on the database. That was MLS, this year is the first year dealing directly with Capita. I raised the call as soon as I uploaded the CSV file on the 31st August. We don't actually have MLS/Eclipse listed on the My Account page when raising calls, is that just us? I've been raising them and asking for them to be passed on in the body of the ticket.

[DavR]

August 23rd was when I last heard on my Capita support call about the MLSConnect software we bought for Junior Librarian, but has never worked properly. Requests for updates have been met with a stony silence.

 

Well, they won't be seeing a penny of their invoice money til it's resolved.

[Chaniel]

We opened a ticket with MLS in June and are still waiting for a response. Every now and again I ask my technician to chase... and he gets silence.

[Jawloms]

Slightly hi-jacking the thread as this is a different supplier, but I logged a ticket with @SchoolsBroadband on Tuesday that none of my new year 7s can get on the Internet. Quite a severe issue. Still not fixed, and have heard nothing since Wednesday despite me chasing today. I also shoved in a ticket yesterday of my Internet being slow and have had no response at all other than the automated "Here's your ticket number".

 

Back to Capita, sent an email to them Tuesday and have had nothing at all back, not even a reference number.

[Jawloms]

Been a week with no response at all from Capita, still not even a case reference number. How long is the acceptable period before I tag Phil Neal in my post and he jumps on someone and it gets sorted?

[Meldrew]

Been a week with no response at all from Capita, still not even a case reference number. How long is the acceptable period before I tag Phil Neal in my post and he jumps on someone and it gets sorted?

 

How did you log the call? I'd be wondering if it got logged correctly if no case ref number.

 

Meldrew

[denzal2k4]

Is anyone else having intermittent issues with MLS at the moment, we have the DTech Kiosk and gatekeeper as well and it all just keeps disconnecting or being unable to lookup barcodes, the fact that it works occasionally suggests our setup is fine and nothing was changed over the summer, but had nothing but problems since we have been back. 24hours after responding to them asking if they can remote in, no response.

[Marcs_Dad]

*** Update ***

 

I got a response via a phone call after four days, and the Support Technician had my problem fixed within 10 minutes (very knowledgeable chap to be fair). I asked them why they were so busy and he simply replied, "it's the same as this in September every year".

 

Just a pity that the Management can't help them out by providing more support techs at peak periods.

 

Regards

[FN-GM]

It took 6 weeks for them to start processing a job for one of our schools last year.

[DavR]

Is anyone else having intermittent issues with MLS at the moment, we have the DTech Kiosk and gatekeeper as well and it all just keeps disconnecting or being unable to lookup barcodes, the fact that it works occasionally suggests our setup is fine and nothing was changed over the summer, but had nothing but problems since we have been back. 24hours after responding to them asking if they can remote in, no response.

 

One of our librarians reported on Friday that she was having problems scanning books into Junior Librarian, but worked if she typed the number in. Typically though, she plodded through them and only told me afterwards, when there were no examples left to test with, so I haven't gone anywhere with it.

[Marcs_Dad]

** A bit of an update from me **

 

I raised a separate support call with Capita / MLS on the 04/10/2018, logged as Level 3 - Major. Today 18/10/2018 I received an email with a link to a troubleshooting page on their website.

This link was for the troubleshooter that I had already run, which informed me something like "You will need to contact our helpdesk".

 

I suspect that their SLA is 14 days, but I have requested that not only do I want the call escalating to somebody who can help, I also want a copy of their SLA agreement.