ManageEngine customer support slow due to Chennai flood disaster.


UPDATE: December 3Unfortunately, our Chennai office has completely shut down. This is a sad first for us in over twenty years of operations. We had 4 redundant Internet connections and the last one shutdown early this morning. The city is a disaster zone. This has been the worst rainstorm and flooding in almost a hundred years. The airport is closed and most rail connections are suspended or diverted. The AP photo above is just one of the many images chronicling this wrenching event. Thankfully, our employees and their families are safe. We had a few cases that required rescues from flood waters and abandoned apartments. Other employees were among the first to respond. The city continues to suffer. Incessant rain is part of the forecast for the next few days. We expect that Chennai will take some time, perhaps weeks, to recover completely. We are planning accordingly. We have a team in a satellite office providing emergency customer service and support center. We are striving to provide the best support we can over this period, but expect service delays. More importantly, problems will be difficult to track and resolve because many of the skilled and technical staff, along with their families, are victims of the floods themselves. Some have had to evacuate their homes. Many are unreachable today. All ManageEngine cloud services continue to be up and running as they are served from our distributed data centers worldwide. It’s the people-related issues that have been impacted, primarily customer support and issue resolution. We will continue to post updates here. We completely understand that your businesses are also hurting and that many of your customers are impacted as well. We are focused on fixing this now. The vast majority of you have extended your goodwill and patience to us, and we sincerely thank you. For the second time in one unfortunate month, we request you to stand by us.
Dec 2, 2015 Dear Customer, You may have noticed and complained that our customer support has become less responsive over the last few days. Unfortunately, this is indeed true. Our support is completely backlogged because of the flood disaster in Chennai. Many of you might know that Chennai is suffering its heaviest rains and floods of the last decade. They have battered the city for more than a month now and the forecast today predicts a worse downpour over the next four days. More than 10,000 residents have evacuated, including some of our own employees, and many are unable to get to work due to severed rail and road connections. ManageEngine has increased support from our offices in Austin, USA to serve global customers during this emergency. People are also working from their homes, where possible. All this will certainly help but we still expect delays in customer service. Please be patient with us.
I would like to give you a word of encouragement. My prayers are with you. I hope that the situation is going to be quickly restored.
Very sorry to hear and see this kind of disasters. I hope you all are well and all your families are save. I hope that you will find strength to recover quickly.
I'm so sorry to hear all of this, and my prayers are with you. I am also sorry that I had emailed asking why my case hadn't been looked at. Please be safe and my stuff can wait.
Thank you for kind words, Lynn. And please don't apologize for your email inquiry. We're working to catch-up as quickly as possible. Thank you for understanding and patience.
We pray that all are safe and make it through this disaster. Wishing you speedy recovery from Zimbabwe...
Thank you, Kevin.