Two suggestions for tech support personel:
- Reply to emails within 24 hours even if it is just to say "no solution yet to your problem". I have repeatedly sent emails and no gotten a reply until I call.
- If you are going on vacation, training, OOO, etc. and you have open cases, make sure they are handed off to others AND turn on your email notification. Again, I've had to call in to find the support person is "out"