posted12/03/10
We’ve got another new release on the cards and we’re very excited to give you a lil glimpse into our plans (watch for it on Monday).
Scheduled Downtime
Before we can release the new plans we’ll be doing some internal housekeeping this weekend. Our Creately.com service will be shut down for 4 hours on Friday Night (PST)/Saturday Early Morning (EST). This will allow us to do major database and application upgrades and push out some important bug fixes.
Downtime Schedule
Australia - Sat 13 Mar 2010 5:00 - 9:00 PM
United Kingdom - Sat 13 Mar 2010 6:00 - 10:00 AM
US (EST) - Sat 13 Mar 2010 1:00 - 5:00 AM
US (PST) - Fri 12 Mar 2010 10:00 PM - 2:00 AM
We’ll have more here next week on the new fixes and release- so subscribe to our RSS feed to keep up to date with Creately’s Visual Collaboration platform.
@charanjit
posted10/03/10
At Cinergix we’re committed to providing the best online diagramming software with Creately.com. But we also know you expect more from us than just a great software application.
That’s why we’re introducing our first customer charter. It’s our commitment to outstanding customer service and providing the best online diagramming experience - that’s the Creately experience.
It covers many of the things that will help make your Creately experience as enjoyable as possible, from how to access assistance 24/7 and what our privacy policies are, to how often we will fix bugs and update the Creately service.
What you can expect from us
Because we strongly believe that getting quality doesn’t mean having to compromise on excellent customer service.
- You can be confident about always receiving an email reply to your Creately support requests
- Our team will always be available via email 24 hours a day, 7 days a week to respond to your feedback
- We will always endeavour to make Creately easy to use
- We will strive to ensure you always have access to your Creately documents
- We commit to maintain the privacy of your personal information
- We will honour the Creately Plan you sign up for while you continue to pay the subscription fee
- We will always bring you new and innovative ideas around visual collaboration
- We will work to fix a bug in a timely manner
- You will always have access to the latest release version of Creately through our website
- We will always offer the most extensive set of online diagram templates and shapes.
Unfortunately, there are times for every startup when things don’t go to plan. If you are inconvenienced as a result, we think it’s important to know what you can expect from us, and that you know we will always be helpful, fair, open and consistent.
Enjoy Creately!
Signed
@Chandika
@Charanjit
@NickFoster
@Hiraash
posted07/01/10
Firstly I’d like to say Happy New Year from the Inbox!
Creately is really pushing technical boundaries to bring collaborative diagramming to the masses. But while its all very exciting building new features and functionality, its good to remember who we are doing it for. You guys! Our customers. So the way we handle our customer service must be as good, if not better, than the service we offer.
Great Support is part of the Creately Experience
Quick and efficient support is one of the key offerings of our product. But we don’t just see customer support as a necessity, or just another offering. Engaging with our customer enables us to unearth a wealth of fantastic ideas from our user community, to help us push Creately forward, helping us develop it with our customers’ needs at the forefront of our product plans.
Whether you are on the Pro, Plus or Public plans, when you send us an email, submit feedback at the end of a session, give us a heads up about a bug, send us a message on Facebook or enter a suggestion on the forum, we always read and respond to it with our 24 hour support. This seems to surprise one or two of you as you think your comments fall on deaf ears. No way! Your comments provide a lot of benefit to us and we encourage you to send us as much information as you have time to. You love to get chatting to us about what you do or don’t like about Creately, with positive comments or giving us ideas for improvements - and we love every bit of it.
To start this year off we are working on improving our approach to customer service so we continue to give you the best possible support for your inquiries. As the number of customers grows, so does the amount of support requests, suggestions and general inquiries, and we don’t want to let a single one of you down with a poor response! We will soon be implementing internal service level agreements (SLA’s) to ensure our paying customers receive priority attention, but that our non-paying customers, on the Public plan, will still always receive a quick response, particularly on critical issues. This is being done so that, while we keep growing as a company, we keep customer service friendly, efficient and helpful with clearly defined expectations and targets which will allow us to measure and improve our performance over time.
Talk to Us Anyway you like
As a first step to achieving our customer service goals we have logged all the places that ideas and feedback come from that influence Creately’s development. Given the importance we place on Social Media, and the number of different channels of communication available, we want to make sure we (as a company) are aware of all the different places where you engage with us. In other words, are we listening to our customers effectively and in the right places?
We will continue to post customer service developments on this blog, and feel free to let us know what we are doing right and how we can improve. Don’t forget, we love chatting to you guys, so keep the feedback rolling in!
Graham
posted30/11/09
Here at Creately we’re passionate about providing great customer support. Graham, your favourite support guy, and the rest of the team work round the clock to ensure you have the best possible experience with our service.
As a follow up to our previous post on using Google Wave to deliver a new support experience, we are now happy to give away 10 invites to Google Wave, so you can try it out for yourself.
We just have 10 Wave invites to give away for the time being - so get on this immediately. We are definitely looking forward to inviting and supporting many more users as Google Wave grows.
So if you’re a Creately user, post a comment here or send us a mail if you’d like one. Once we send you a Google Wave invite, all you have to do is to add us to your contact list - creately@googlewave.com.
posted19/11/09
We have just had some unscheduled downtime with the Creately service due to a database change not going as intended. The issue started at 5pm GMT and was resolved at approximately 11pm GMT.
The change was tested in our development and testing environment and even with the best change management it seems things still go wrong. The issue affected a change to the main diagram database structure that was required to facilitate our recent introduction of Team Projects to Creately.
Sorry for the inconvenience caused and rest assured that we have found the root cause of the problem. We have put steps in place to ensure this doesn’t happen again in the future. We will also be introducing extra redundancy to ensure that next time the switch over to the backup database is even quicker.
Creately is now back to normal, but if you face any issues, please do let us know.
Happy Diagramming and thanks for your support.
@nick_foster
