We've gotten a little backed up...

With the flurry of new releases/upgrades, the expansion of Statewide Summer Reading to two new states (PA and AZ), and the general onslaught of support mostly driven by Summer Reader (which is always concentrated in Feb/Mar/April). We've gotten a little behind on support in the last few weeks.  Reasons as there may be that this happened, it's not acceptable to us and we are working very hard to get our response times back to what we expect; which is prompt same day if not same hour replies when possible.

We added a new support technician in February (Mike - who's partner is a Library Director in NY btw), and have an additional support technician position now open.  Mike is focused 100% on Summer Reader support for now, but once the rush of Summer Reader subsides will get up to speed on all of our products.  The other position once filled will also probably focus on Summer Reader initially, until at least our backlog has been resolved.

Our support staff are working hard and absolutely doing their best to get to everyones questions answered and upgrades completed as quickly as possible.  They've been putting extra time in during the evenings and weekends to get through the crunch.  We (Todd and I underestimated) how much additional support was going to be needed this Spring and now we are playing catch up, but we will catch up soon.  We appologize for the delay, and I promise you this is not a sign of things to come but merely a speed bump as we do our best to manage our growth with the growth of our customer base.  I welcome any and all feedback on this matter or if you have particular situation that you want to bring to my attention.

Thanks

Rob Cullin

CSO / Co-Founder

rcullin@evancedsolutions.com