Our unrivalled customer support improves yet again!

Customer Service

We constantly strive to provide unrivalled support to customers of our Web Based Room Booking & Resource Scheduling system. One of the things we’re most proud of is our professional, friendly, knowledgeable, and responsive customer support.

That’s why we regularly review how we’re performing on this front. We also make our findings public too. This helps ensure that customers who’ve taken out an Annual Support Subscription with their purchase of our scheduling software, are getting an unmatched support service!

To maintain our very high standards of service, we analyze the wait times between when a priority support email is received by us, and when a subsequent response is sent. And all these are responses by real people! They’re not some machine or AI generated auto-responder, but instead tailored responses from human!

We’ve now analyzed our performance again – this time for the month of June 2014 and the responsiveness of our support just keeps on getting better! When we first started analyzing our support response times, back in September 2012, we measured support response times in hours. Last September 2013, we felt the need to improve our measurements down to minutes!

How we’ve historically performed

The table below shows the percentage of Priority Support emails and how quickly they were answered between September 2012 and June 2014.

 September 2012January 2013September 2013June 2014
Answered within 15 minutes58.97%71.43%
Answered within 30 minutes74.36%77.14%
Answered within 1 hour76.29%85.95%87.18%91.43%
Answered within 2 hours90.72%91.23%94.87%97.14%
Answered within 3 hours92.78%94.74%94.87%100%
Answered within 4 hours93.81%96.49%97.44%100%
Answered within 5 hours94.85%98.25%100%100%
Answered within 6 hours96.91%98.25%100%100%
Answered within 7 hours98.97%98.25%100%100%
Answered within 8 hours98.97%100%100%100%
Answered within 9 hours98.97%100%100%100%
Answered within 10 hours98.97%100%100%100%
Answered within 11 hours100%100%100%100%
Our speed of response to Priority Support Emails

As you can see, between September 2013 and June 2014 we’ve improved again!! During June, ALL Priority Support emails were responded to within 3 hours of receipt. This was regardless of the day of the week, and that’s not an average – that’s…

Every single Priority Support email received in June was given a real, individually tailored, human response within 3 hours (and over 90% of those within just 1 hour)!

Now, how many companies do you know where you can get a real human response to your email that fast, any day of the week!!?

So if you’re considering MIDAS for your organization’s scheduling needs, but are perhaps worried about how good our support is or whether an Annual Support Subscription to MIDAS is worth having, well… the above figures speak for themselves!

…but if you’re still not convinced? Read some of our Customer Testimonials about our scheduling system and the outstanding level support we consistently provide!


Could Internet Explorer become open source?

Microsoft Internet Explorer 12
Today the Internet Explorer Developer Relations Team at Microsoft have hinted at the possibility that the browser may one day become “Open Source”.

“Open Source” is a term referring to software that whose source code is available for modification or enhancement by anyone. All other major web browsers (Mozilla Firefox, Google Chrome, Opera and Safari are based on open-source components). Presently, Internet Explorer is the only one of the big 5 browsers to remain entirely “closed source”.

As part of their #AskIE event on Twitter today, questions were invited on the current status and development of Internet Explorer. One question in particular was posed as to whether Internet Explorer would “ever consider going open source to speed up develop/bug fixing?“. The response to this question from the people behind the browser was “We consider many things!

Why is this significant?

Well, Microsoft have come under much criticism in the past over how slowly they release major updates to their browser. Five years passed, for example, between the releases of IE6 and IE7, and then another 3 before IE8! (Compare that with say Mozilla, who’ve been releasing major updates to Firefox every six weeks for some time now!). Whilst there were of course critical “security updates” and patches to IE in those big gaps between major releases, no “new features” or support for new web standards were introduced. This meant a headache for developers of websites and web based apps.

Developers had to ensure “backwards compatibility” with “stagnant” versions of IE. At the same time, developers wished they could take advantage of newer web standards and technologies which all the other major browsers supported, yet IE didn’t.

In the development of our browser based room booking system, MIDAS, we’ve had to take difficult decisions in the past. We’ve previously decided to drop support for IE6, IE7 and then most recently IE8. This was despite these browsers still having notable market share at the time we took those decisions.

To add to that, whenever Microsoft have released a “major” update to Internet Explorer, it’s not always available for all Windows Operating Systems. Windows XP users for example can’t run anything higher than IE8. Actually, if you’re still using Windows XP… well, you really shouldn’t be!!

Would Internet Explorer becoming “open source” help?

Well, first of all, more developers would be able to get involved in the project by adding support for new and emerging technologies and standards. Secondly, it would also mean that bugs could be more readily identified and fixed. These two factors alone would undoubtedly lead to a faster release cycle, and greater compatibility with the latest standards!

In terms of support for the latest web standards, Internet Explorer is way behind. IE11 (the current version of IE generally available) is only 67% compatible with the latest web standards. This compares to Opera 22 and Firefox 30, both on 85%, with Google Chrome 35 edging ahead with 86% compatibility (Source: caniuse.com)

We’d love to see a faster release cycle for Internet Explorer and the same support for technologies and standards in IE that other browsers have had for some time!

Internet Explorer Developer ChannelOn a positive note, earlier this week, a new “developer preview” of Internet Explorer emerged. This was made available through the new “Internet Explorer Developer Channel“. This preview is designed to give developers like us a first look at what to expect in IE12. The big question now is how long will it be until IE12 actually becomes available to end users? Will Microsoft wait until Windows 9 is released (Like they did with IE10 and Windows 8), or will we see the next major update to Internet Explorer sooner?

Let’s hope so!

You might also be interested in:
Mozilla: The browser vendor who USED to believe in equality and freedom of speech!
The Best Web Browser? Internet Explorer 11, Chrome 31, Firefox 25, Opera 17, or Safari 5?

MIDAS v4.06 Now Available!

We’re excited to announce the availability of MIDAS v4.06!

Some of the highlights of this latest update to powerful web based room and resource scheduling software include…

Flexible Venue Rates

Charge your rooms at different rates based upon the length of bookings…

Flexible Venue Rates

Improved Statistics & Reporting

New Venue Utilization, Resource Usage, and individual Client statistics…

Improved Statistics & Reporting

Active Directory Integration

Provides seamless “Single Sign-on” capabilities for MIDAS using your organization’s Active Directory

Active Directory Integration

…and much more, including:

  • New: Resource statistics
  • New: Set different venue rates based upon booking length for each day of the week
  • New: User “groups” – Easily apply a set of pre-defined permissions to each user
  • New: Day Notes for any selected dates are now indicated and shown on the Booking Availability screen
  • New: Active Directory Integration (Single Sign-On support) (Experimental)
  • New: Database Tools – Import, merge, clean up & optimize your database!
  • Improved: New venue utilization statistics
  • Improved: New individual client statistics
  • Improved: Now possible to set venue operating hours to be closed between 15-30, 30-45, and 15-45 minutes past the hour
  • Improved: MIDAS now remembers your last selected date range on the statistics screen and the Find Similar Bookings window
  • Improved: Increased the size of some setting elements to make them more easy to change on smaller screens
  • Improved: Month overview now has previous/next month buttons
  • Improved: Monthly overview now shows name of month/year at the top of the screen
  • Improved: Client Notes now displayed in Search Results
  • Improved: Axis swapped for venue capacities statistics
  • Optimization: Big reduction in number of MySQL connections & queries
  • Fixed: Cumulative roll-up of various fixes for issues discovered since v4.05

You can view the full Changelog for MIDAS v4.06 here

Keep Your Browser Up-to-date!

Supported Browsers

We want you to have the best possible user experience when using MIDAS in your favorite Web Browser. MIDAS is supported in all 5 major browsers (Internet Explorer, Firefox, Chrome, Safari, and Opera). A list of the minimum and recommended versions for each of these browsers we support can be found at mid.as/browsers.


How To Get MIDAS v4.06

Existing MIDAS customers with valid Annual Support Subscriptions can update to v4.06 from within the software (MIDAS Admin Options → Manage MIDAS → Update)

Customers who have their MIDAS “remotely hosted” by us – you don’t need to do anything – We’ll be automatically updating you to MIDAS v4.06 this weekend!

If you’re not yet using MIDAS, maybe now is the time to get on top of your organization’s room and resource scheduling once and for all with our intuitive, powerful and easy to use, web based software MIDAS!?

Why not give MIDAS a try now, Read what some of our existing customers say, and get MIDAS for your organization today!.


Our Response to “Heartbleed”

OpenSSL Heartbleed VulnerabilityAs many of you may already be aware, information was released on Tuesday this week about a major Internet vulnerability widely referred to as “Heartbleed”.

This vulnerability affected a common software library called “OpenSSL” which is a cryptography system built to encrypt passwords and other sensitive information on around two-thirds of all websites on the Internet.

Many popular websites, including Twitter, Yahoo!, Gmail and Facebook had been found vulnerable to Heartbleed, which if exploited could potentially reveal the contents of a server’s memory, including passwords and other sensitive information.

Your popular social site, your company’s site, commerce site, hobby site, site you install software from or even sites run by your government might be using vulnerable OpenSSL“, reveals the website devoted to explaining the bug.

Whilst many of these websites have now this week been updated/patched against Heartbleed, the vulnerability itself has been present in the latest versions of OpenSSL for the past two years, but has only recently come to light and details publicly disclosed this week.

Our MIDAS servers run OpenSSL, however, we have no reason to believe that the vulnerability has been exploited to compromise the integrity or confidentiality of any of our services or of our users’ data. Even so, due to the hard-to-detect nature of the attack, we’re taking a very broad view of the potential vulnerability and have responded accordingly.

What has MIDAS done in response?

Our MIDAS servers run OpenSSL, and we’ve been proactive in making sure that our users’ data and accounts are kept safe. Specifically:

  • Our servers have been patched.
    As of Wednesday 9th April 03:33 UTC, all of our servers have been updated to use a newer, protected version of OpenSSL.
  • We’ve reset SSL keys and certificates for our public *.mid.as servers.
    As of Thursday 10th April 21:51 UTC all of our public servers are using newly-generated keys and certificates. Additionally, we’ve asked AlphaSSL to revoke our old certificates, just to be on the safe side.

What can you do?

We have no reason to believe that the Heartbleed vulnerability has been exploited to compromise the integrity of any of our services or of our users’ data. Even so, if we “host” your MIDAS and you want to be extra careful, you can change your MIDAS password at any time, once logged in via the “Change Password” near the top of your MIDAS screen.

Here’s some handy tips for creating better passwords:

  • Avoid using the same password for multiple websites.
  • Make your passwords at least 8 characters
    – In MIDAS, you can enforce a minimum password length for users via MIDAS Admin Options → Manage MIDAS → Security → Minimum Password Length.
  • Include a mixture of numbers, upper & lowercase letters, and symbols in your password
    – MIDAS can randomly generate such passwords for users, via MIDAS Admin Options → Manage Users & Permissions → [select user] → Password → Random.
  • Avoid complete words.
  • Avoid common passwords such as “123456” and “password”.
MIDAS Password Security Settings
MIDAS Password Settings