We've been clients of theirs for around 7 years now and have been really, really happy with their service. I've recommended them to anyone who I thought it would help.
However, we've noticed over the last 6 months that getting our service calls seen to has been taking longer and longer.
Today takes the cake. We had an outage on their side at lunch time and were left without access to TaxCalc. We raised an urgent ticket, called them back 5 times over the afternoon and we didn't even a call back. At 4:55 they said that no one in their support team had even picked up the ticket.
It doesn't help that now when you call HDUK you no longer get straight through to Tier 1 support, you get to a concierge/receptionist who passes on your details and you just hope and pray that they call you back.
So we're left on this last day of the month with one angry client who we can't file a set of accounts for who will be penalised, which we'll have to cover, and a whole afternoon of work not being able to be done on that piece of software.
We did get a message from them when the ticket was raised that they had high volumes right now because a lot of software houses released updates at the same time, but if they're prioritising software updates over actual outages, there's something wrong in their priorities!