Dan_Impero

Hi @mariocleo, I'm really sorry to read of your frustrations and the difficulties you've had in getting a resolution to your issues. Could you please email me your contact details directly to [email protected] and I will take a look into the open ticket for you. Kind regards, Daniel

Hi @Mistert89, Could you email your contact details over to me at [email protected]? I can then look in to who you were speaking to and get them to follow up regarding the upgrade. Kind regards, Daniel

Hi dhoward_westexetc, If you'd like me to raise a support ticket on your behalf then please let me know - if you want to email your details to me directly at [email protected] I can do this for you. Kind regards, Daniel

Thanks all for raising awareness of this issue, I've informed the QA team so they can investigate it further. Kind regards, Daniel

Thanks all for raising awareness of this issue, I've informed the QA team so they can investigate it further. Kind regards, Daniel

Thanks @slancaster, I'll look out for it. I'm actually a marketer rather than one of the support team, which explains the speed of response on here. We have five new support recruits who have joined in recent weeks and once they're trained and up-to-speed you should find there's a noticeable increase in response times to tickets. Kind regards, Daniel

Hi @slancaster, I'm sorry to hear you've had this experience. Could you email your contact details over to [email protected]? I can then take a look into what happened in more detail. Kind regards, Daniel

Thanks @MrKJLS, we'll be in touch very soon. Daniel

Hi @MrKJLS, I'm sorry you've not heard anything back, could you email your contact details to me at [email protected] and I can look into what's happened. Thanks, Daniel

Hi @nicholab, Sorry you weren't able to get through to us. Demand has increased with the release of our counter-radicalisation keyword library and our newest support recruits are currently in training to enable them to be as effective as possible when it comes to dealing with support calls. If you raise a ticket via email ([email protected]) or the Impero Customer Portal someone will be able to respond as soon as possible, or alternatively if you want to provide your details I can raise a ticket on your behalf. Kind regards, Daniel

Hi @timbo343, Glad to hear it, keep us informed, we'll be more than happy to look into it if necessary. Kind regards, Daniel

Hi @timbo343, This could potentially be caused by one of the new terms causing a false positive and blocking something related to your domain/Outlook. To be sure we'd need to have a look into it further. If you want to PM your details I can raise a ticket on your behalf, or alternatively you can contact the support team directly. Kind regards, Daniel

Hi @scholes99, You might find the resources from the South West Grid for Learning useful, they have some sample policies here: Policy Templates - Online Safety Services If you're looking at the Acceptable Usage Policies in Impero itself, we often suggest no more than 4 or 5 key bullet points which are positive in nature to make it clear what students are accepting, i.e. "I will only access materials relevant to lessons" rather than "I will not...." We often suggest that schools get pupils involved in the creation of these "rules" so they're more engaged with them. I hope this helps. Kind regards, Daniel

Hi @round2it, As a business, Impero has grown rapidly over the past few months. We are increasing the support team headcount by 60% to accommodate this growth, but unfortunately the period of recruitment and bringing people up-to-speed has created a strain on the existing team, alongside the release of our latest version which has increased demand further. We were joined by Mic Sanderson this week, our new Support Manager, who brings with him a wealth of experience, and you should see changes reflected in the coming weeks. If you have any other questions I'd be happy to put you in contact with Mic to discuss. Kind regards, Daniel

Hi @Primus, We had a new support manager join us this week, Mic Sanderson, and I'd be happy to introduce you to him to help put your mind at rest. If you'd like to speak with him please email me your contact details to [email protected] and I'll ask him to give you a call. Kind regards, Daniel

Hi @Jam_lane, Glad to hear things are getting better for you. We certainly don't want customers to have to resort to social media to get a response - as you've hopefully seen in other posts we've been exceptionally busy lately and have taken measures to improve the situation (including additional staff), which should only increase the speed of response in the coming weeks. Thanks, Daniel

Hi @DaveP, Not a problem at all - just wanted to clarify the purpose of the email you received, as the voicemail acknowledgement email is a new process we've recently introduced. Glad to see that it's working in practice. Thanks, Daniel

@smithson83, apologies you didn’t find our initial response satisfactory. I believe that Mic Sanderson, our new support manager, has just spoken with you on the phone and I appreciate your public thanks following the call. @DaveP, the message you received yesterday is an automated response sent when we have been unable to take your call in a reasonable time frame and so you’ve been forwarded to voicemail. The purpose of the email is to make you aware a case has been logged and that we’ll respond as soon as possible, so you don’t need spend further time on hold waiting for us. We will be in touch as soon as possible to resolve the case. We had a new support manager join us this week and he’s currently getting acquainted with the team and the business. Over the next couple of weeks we will send some support news to all of our customers which will give an update of upcoming changes and improvements to support, while also sharing the successes of the team. Please keep an eye out for the email. Kind regards, Daniel

Hi @micky2171, Sorry for the delay. Which version of Impero are you running? This is a known issue which has been resolved in later versions. Kind regards, Daniel

Hi @karldenton, In answer to your first question, by default other staff could see your web history whether the console is open or closed, as long as they had full access to the same group your computer/user is a member of. I hope that makes sense? Kind regards, Daniel

Hi @Fazza, No problem. I appreciate that! One of the team will be in touch as soon as they can to diagnose/resolve. Kind regards, Daniel

Hi @Fazza, Thanks for checking the status of your clients. I'm not aware of this being a known issue, but as I'm not technical could I ask you to email your details to me at [email protected]? I can then ask the support team to make contact to help diagnose. Thanks, Daniel

Thanks for the suggestion @NokiX. We have updated the scrolling notification bar within the Customer Portal with a message relating to the backlog of tickets. I hope this makes things a little clearer. We are working hard to clear the backlog so that the wait time is reduced, and I'm sorry if you have experienced frustrations with contacting us. Please let me know if you have any outstanding tickets you would like me to check up on. Thanks, Daniel

Hi @Fazza, Have you upgraded to a new version recently? If so, do you have any clients showing in the update queue? It may be the case that the server is playing catch-up with clients not yet updated to the latest version. Once they're all up-to-date then this issue should disappear. If this isn't the case, if you want to email your details across to me at [email protected] I will raise a support ticket on your behalf and the team can look into it further. Thanks, Daniel

Hi @mb2k01 and @Jam_lane, The demand for our support team has increased in recent months, and as you mentioned a combination of product updates and new customers has contributed to this. Our support team traditionally received very good feedback for response times and unfortunately due to this increased demand it has been a challenge to keep up with the speed of response that was previously experienced. I can assure you that all support team members are working extremely hard to get through the ticket queue as fast as possible. I can also inform you that 3 additional support staff will be joining the team over the next couple of weeks, which should help us to answer more phone calls in real time and deliver the response time that our customers have come to expect. In addition, we are looking at options for our phone system to potentially provide better visibility of the wait time - though of course the additional staff should help to achieve a minimal or zero wait time too. I can only apologise that you are not experiencing the service levels you expect, and reiterate that we are making changes to accommodate the increased demand. Kind regards, Daniel