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!

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

	September 2012	January 2013	September 2013	June 2014
Answered within 15 minutes	–	–	58.97%	71.43%
Answered within 30 minutes	–	–	74.36%	77.14%
Answered within 1 hour	76.29%	85.95%	87.18%	91.43%
Answered within 2 hours	90.72%	91.23%	94.87%	97.14%
Answered within 3 hours	92.78%	94.74%	94.87%	100%
Answered within 4 hours	93.81%	96.49%	97.44%	100%
Answered within 5 hours	94.85%	98.25%	100%	100%
Answered within 6 hours	96.91%	98.25%	100%	100%
Answered within 7 hours	98.97%	98.25%	100%	100%
Answered within 8 hours	98.97%	100%	100%	100%
Answered within 9 hours	98.97%	100%	100%	100%
Answered within 10 hours	98.97%	100%	100%	100%
Answered within 11 hours	100%	100%	100%	100%

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!

We’re constantly striving to improve our web based room scheduling software and the service we provide to our customers, and one of the things we’re most proud of here at MIDAS, is our professional, knowledgeable, friendly, and responsive customer support.

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

To ensure our very high standards of service, we analyze the wait time between when a priority support email is received by us, and when a subsequent response is given.

When we last analyzed our performance, back in February, we found that for the first month of 2013 over 90% of support request emails were answered within 2 hours of receipt, regardless of the day of the week!

We’ve now analyzed our performance again for the month of September 2013, and our support is now even more responsive than ever!

The table below shows the percentage of Priority Support emails and how quickly they were answered in September 2012, January 2013, and now in September 2013.

	September 2012	January 2013	September 2013
Answered within 1 hour	76.29%	85.95%	87.18%
Answered within 2 hours	90.72%	91.23%	94.87%
Answered within 3 hours	92.78%	94.74%	94.87%
Answered within 4 hours	93.81%	96.49%	97.44%
Answered within 5 hours	94.85%	98.25%	100%
Answered within 6 hours	96.91%	98.25%	100%
Answered within 7 hours	98.97%	98.25%	100%
Answered within 8 hours	98.97%	100%	100%
Answered within 9 hours	98.97%	100%	100%
Answered within 10 hours	98.97%	100%	100%
Answered within 11 hours	100%	100%	100%

As you can see, for the month of September 2013, all priority support emails received were answered within 5 hours without exception (in January, all priority support emails were answered within 8 hours without exception, and a year ago all priority support emails were answered within 11 hours without exception!)… and it’s worth mentioning that all priority support emails get a real, individually tailored, human response – not just a standard “automated” or “canned” reply that some companies use!

In addition to the figures in the table above, in September 2013, we broke this down further and found that over 74% of priority support emails were answered within just 30 minutes (up from just over 70% in January 2013), and that nearly 60% of priority support emails answered within just 15 minutes!

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

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

Still not convinced? Read some of our Customer Reviews about our scheduling software and the outstanding support we provide!

One of the things we’re most proud of at MIDAS, is our professional, knowledgeable, friendly, and responsive customer support.

That’s why we routinely review how we’re performing on this front. This ensures that customers with active Support Subscriptions are getting an unrivaled support service!

To monitor our standards of service, we analyze the difference in time between when a priority support email is received by us, and when a response is given.

When we last analyzed our performance, back in October 2012, we found that for the previous month, over 90% of support request emails were answered within 2 hours of receipt. This was regardless of the day of the week!

Now, at the start of February 2013, we’ve analyzed our performance again for the first month of the new year. We’re pleased to report that our support is more responsive than ever!

The table below shows the percentage of Priority Support emails received and how quickly they were answered. Figures are shown for both September 2012 and January 2013.

	September 2012	January 2013
Answered within 1 hour	76.29%	85.95%
Answered within 2 hour	90.72%	91.23%
Answered within 3 hour	92.78%	94.74%
Answered within 4 hour	93.81%	96.49%
Answered within 5 hour	94.85%	98.25%
Answered within 6 hour	96.91%	98.25%
Answered within 7 hour	98.97%	98.25%
Answered within 8 hour	98.97%	100%
Answered within 9 hour	98.97%	–
Answered within 10 hour	98.97%	–
Answered within 11 hour	100%	–

As you can see, for the month of September 2012, all priority support emails received were answered within 11 hours without exception. In January this year, every priority support email received was answered within just 8 hours! …and it’s important to note that these are not “automated” or “canned” replies. EVERY priority support email we receive is individually answered by a real person!

Given that last month, over 85% of priority support emails received were answered within an hour of receipt, we decided to go one step further. Breaking this down even more, we determined that..

Over 70% of Priority Support emails answered in under 30 minutes!

During January 2013

Now, how many businesses do you know where you can get a real human email response in under 30 minutes on any day of the week!!?

So if you’re considering MIDAS for your organization’s scheduling needs, but are perhaps worried about support issues, or the benefits of a Support Subscription, the above figures really do speak for themselves!

Still not convinced? Read some of our Customer Reviews about our software and the outstanding support we provide!

“I just love how response MIDAS support is!”

Vera Miles, Maryland, US

We know one of the things our customers appreciate about MIDAS is the level of support we provide! That’s why every so often we analyze how we’re performing in terms of the support we provide to our customers.

Back in February, we looked how we performed during the first month of 2012. Our data showed that during January, over 90% of support request emails received from our customers were answered within 5 hours of receipt!

We’ve now performed this same analysis, and our performance figures reveal that…

Over 90% of support request emails answered within 2 hours of receipt whatever day of the week!

During September 2012

“I am certain that with MIDAS and the support you guys give (which incidentally is what swayed the sale) our little charity is going to go from strength to strength! The whole package is working beautifully for us and the more we are using this the better it gets! … The best thing I have ever done is buy MIDAS, the support is second to none!”

Ellen Wiggins, Reading, UK

So if you’re using other scheduling software and often have to wait days for a half-hearted response to your queries, isn’t it time you made the switch to MIDAS!? We know that not every business runs Monday-Friday, 9-5. That’s why our friendly, helpful, knowledgeable support team are dedicated and committed to helping make MIDAS work for you!

Take a look for yourself at what our customers say about us.