Posted on 02/22/2016
EONI is changing our technical support hours. Effective Monday, February 29, 2016, technical support for weekdays (Monday through Friday) will begin at 7:00AM and end at 8:00PM. Previously our weekday technical support hours were from 7:00AM to 10:00PM. Weekend support hours for Saturday and Sunday are not changing and remain from Noon until 8:00PM.
Why is this change occurring? Our goal is to have more techs available when technical support is being asked for by our customers. For a long time, we have felt that the hours from 8:00PM to 10:00PM during the week were little utilized by our customers. We did extensive reviews of our telephone call records (we know exactly when all calls are made to and from EONI and the duration of those calls) and also reviewed our technical support tickets for those same times. Those reviews determined that indeed technical support was little utilized – very little, in fact - during the 8:00PM to 10:00PM hours.
In consolidating our hours a little bit, this allows us to have more staff available during the times that our customers request technical support. We are not reducing any staff and we are not cutting anyone’s hours. This change is not being driven by money in any way. Our goal is to reduce any call wait times and improve the customer support experience.
Questions on this change or about technical support may be directed via email to:
Summary of EONI technical support hours, effective February 29, 2016:
Monday through Friday: 7:00AM to 8:00PM
Saturday and Sunday: Noon to 8:00PM
Office hours remain 9:00AM to 5:30PM, Monday through Friday.
The EONI office and technical support are closed and unavailable on the following holidays:
January 1, Memorial Day, July 4, Labor Day, Thanksgiving and Christmas.
We perform scheduled maintenance activities on Wednesdays from 12:01 AM to 6:00 AM. During scheduled maintenance EONI services may not be working.