One Advanced customer service

Hi Sharon,

I would recommend talking to your Account Manager with the poor experience you are having so they could investigate the issue internally. We have previously escalated tickets where they have been pending for several months with no updates throughout the process.

As someone who has transitioned from EBS (Tribal) to the ProSuite (OneAdvanced)  - ProSolution is better MIS system, the support side on OneAdvanced products are significantly worse. I miss the days of being able to jump on a call with a knowledgeable developer & talk through the issue promptly rather than waiting just to get a reply of "Are you on the latest version" - now you need to wait weeks until you speak to someone with technical expertise.

Thank you Ryan

That is part of the problem, contacting our 'Account Manager'.  We have tried several times.

Thanks

Hi Sharon,

I can't offer any additional advice but we are also in the same boat with very intermittent service from our account manager. We try to use the support portal/ticket system as much as we can.

We don't bother with the portal as they only rush things if you mark it as critical. Bring back the good old days of having a chat facility and watching an expert log into your PICS at their end to work things out. Probably will get replaced with AI soon Steve Hewitt :)