Good We were able to leave a message on the hotline and received a follow up (prelim info, service restored, etc.). We were able to log 2 litosphere cases when it was available (your own site was up and down so reaching Li was challenging). Our account mgr responded to us even though he was on vacation. Bad We shared this with our Li POCs already. 1. We also opened two Lithosphere cases for ISO compliance and formal tracking even though your own site was unavailable for a definite period of time during the outage. We discovered the cases we logged were deleted by the support agent(s). Reason: Your company's message said we should email firstname.lastname@example.org which appeared to be affected. We're not supposed to log outage concerns as Lithosphere cases (or so we were told indirectly by finding out about the deletion). 2. While we received a prelim update, we could have used the above information to close the loop, update our internal case tracking against this issue, and ensure we comply with SOPs. Your detailed explanation did not make its way back to the folks who need to log this info formally for tracking and compliance internally. It would have been nice to receive the level of info you provided in your post in written form that could have been shared to all who "need to know". 3. In the future if an event happens like this, not clear what the process should be. Should we call the hotline, email email@example.com, open a case in Lithosphere, all of the above. Also, how do we ensure we get final, detailed info that you provided so we can update our own case notes and log for ISO compliance? Rob... From this comment, I think you understand the "process" can be improved. We're providing direct feedback so we can help Lithium learn and improve from this example. Thanks.
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