Brandon Cripe did a great job at working through several Firewall changes that we needed made

I don't recall having to phone in regarding a ticket during a weekend before this, and the experience was less than satisfactory. Whoever answers your phones on the weekend is very hard to understand. It took several minutes to leave a simple message that consisted of my name, number and company name. It was very frustrating. I had little confidence that the message would get passed on, so I called my local technician direct, who had my situation resolved in about 20 minutes. I received a call from whoever the call center contacted about 10 minutes after that.I would still recommend your services hands down, but this experience wasn't the greatest.

What i thought was our internet down, turned out to be a software glitch in our firewall. We went down on Monday evening around 530pm. There were several automatic tickets created in your system. I was not alerted to this until the next morning by my users, I received nothing from AME. After i did some testing Tuesday morning, I determined the issue was def not internet and was somewhere in the firewall. I put in another priority 1 ticket. I waited a few hours and still heard nothing so i called in. I was told that an engineer was working on it and would call me soon. Again waited another couple hours and still nothing so called in again and got the same story. Waited a while more and then emailed my salesman. He got me in touch with my local techs but it was already our closing time for the day. My local tech Jeremy came in on Wednesday morning early and worked withe NOC and had me up and running again in less than an hour. I want to say thank you to Jeremy as he was the only tech that even talked to me and listened but i am very disappointed in the overall handling of this ticket. My main concerns are that we went down and you received alerts but nothing was handled or communicated to us. Then the next day when i entered a ticket, the problem was looked at and since techs saw internet coming into the building they thought nothing wrong and ignored us. A quick phone call to me would have let them know that it was a firewall issue and not necessarily the internet. I never did receive any call or communication from anybody but my salesman and Jeremy(local Tech) Thanks for listening :)

The engineers are professional in their work.

Quick response to have the issue resolved.

It was a small problem I brought to the table, but they never made me feel like it was unimportant. Each person did their job well.

When Lauren could get to the ticket, it was immediately taken care of.

Once again, my computer would not recognize my second monitor. AME to the rescue! Thank you so much for fixing my issues!

Asked to have Transcription enabled in Teams for some reason it was disabled.

The team are momentally involved in process and they fixed it in a timely manner.