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No longer getting Extreme Support emails?

  • 1.  No longer getting Extreme Support emails?

    Posted 08-22-2017 06:48
    Hello,

    we are not getting emails on Case updates from Extreme Support support@extremenetworks.com anymore, even though there were several updates on our Cases in the past three days. We are pretty sure nothing on our part changed, was there some kind of update to this mechanic?

    Thanks!


  • 2.  RE: No longer getting Extreme Support emails?

    Posted 08-22-2017 07:09
    Hi,

    if you have your own email server you can check the logs...
    They use "Mimecast" as a emial service and maybe they changed something.
    We had always issues with this provider 🙂.

    --
    Jarek


  • 3.  RE: No longer getting Extreme Support emails?

    Posted 08-22-2017 07:09
    Thanks for the info! We will check back with our colleagues responsible for mailing with this information.



  • 4.  RE: No longer getting Extreme Support emails?

    Posted 08-22-2017 07:09
    Hello Jannik, I just send out an one an open case.
    Can you check if you received it?


  • 5.  RE: No longer getting Extreme Support emails?

    Posted 08-22-2017 07:09
    sorry, I meant I updated one of your open cases.


  • 6.  RE: No longer getting Extreme Support emails?

    Posted 08-22-2017 07:09
    I did indeed, same sender as usual. Strange, so the address doesn't seem to be blocked our filtered out on our part. Did we maybe turn off notifications by accident?


  • 7.  RE: No longer getting Extreme Support emails?

    Posted 08-22-2017 07:09
    I just want to add that only I received this notification, the "Additional Collaborators" that are added to the case did not get an email.


  • 8.  RE: No longer getting Extreme Support emails?

    Posted 08-22-2017 07:09
    Thank you Jannik for the confirmation, I did not include the collaborators. I think not getting updates is due to the fact escalated cases need manual intervention to send out a case updates. I will remind our team again.


  • 9.  RE: No longer getting Extreme Support emails?

    Posted 08-22-2017 07:09
    I see, that makes sense. Thank you!


  • 10.  RE: No longer getting Extreme Support emails?

    Posted 08-22-2017 07:11
    Hi Jannik,
    Are you using your company email?


  • 11.  RE: No longer getting Extreme Support emails?

    Posted 08-22-2017 07:11
    Hello Steven,

    yes, we are using our company email.



  • 12.  RE: No longer getting Extreme Support emails?

    Posted 08-22-2017 07:11
    I see the same issue in my country, and partner using one of the public email, I have already open case to IT, will update it if I got something from IT.