[Sephiroth]

Whether it's a Scottish accent (especially near Glasgow!) or an Indian accent the support service will be no better than the troubleshooting scripts that will be followed.

If VM go back to their trouble tickets and compile scripts from the problems/resolutions logged there maybe service would improve.

Also at peak times the ability to look at the utilisation stats for an area combined with an honest response is a must. We've already heard that this stuff is available - whether the Indians can access this I know not.