Dear Sharieff
Thanks.
It says they would allocate " Single point of contact for resolving problems" , but the ownership of the issue/problem is not kept centrally with one contact person.
And even though the issue is attended buy experts in the TAC, they among themselves share the responses among the team, based on the work shifts and expertise.
Hence the resolution provision is taking time than expected. I'm facing this in a current survive support which is critically affective the customer business.
This is deferent from my expectation,
I was expecting One Contract person to drive the issue identification and given the customer a faster resolution - given that this is expected at Critical Infrastructure environments.
