Hello Valued Customers,
We thank you for your patience these past few days as we continue the migration of our ticketing system. Despite countless hours of planning and testing, we did encounter some post-migration issues that impaired our ability to operate with 100% reliability and for that, we apologize. We made a significant investment in a robust new ticketing system, ServiceCloud, and while we are excited about how it will help us better serve our customers, we realize there have been some transition issues, which are unacceptable.
As of now, we believe that most challenges are resolved and we continue to work around the clock to complete necessary updates. We will continue to closely monitor the system and any customer feedback so we can swiftly address any issues. We will also continue to update this post with new information.
ServiceCloud is the leading case management system, and we anticipate great support for our ongoing growth and scale. We also hope you enjoy an improved portal experience and we expect to better perform through enhancements in routing, queuing, and measures as we strive to meet or exceed our service goals.
Moving forward, you may continue to open a Support case by sending an email to support@netskope.com. Additionally, for critical issues you can reach us at one of the following phone numbers.
US: 1-800-685-2098
UK: 44-8455280141
Australia: 1-800-505-486
Europe: 44-8455280141
Singapore: 80-0130-2191
India: 00080-0100-4400
Thank you again for your patience during these past few days.
Ben Saitz
Chief Customer Officer
