Currently, myOSIsoft is set up to minimize the time that a customer needs to wait before receiving a response after they create a case. However, this means that if a customer creates a case outside of their regular working hours (e.g. overtime, irregular part-time), then the tech support engineer might not even be in a similar time zone as the customer. The initial response from OSIsoft will be fast, but subsequent communications will be delayed and difficult, and remote sessions would be cumbersome to schedule. In many cases, the case is not urgent and a smoother overall experience is worth the delayed initial response.

It would be rude of the customer to request a different engineer based on location. It could feel or come across as racist or unprofessional, and so many customers won't go there, and plus a new engineer would have to relearn the context of the case, which duplicates effort across the engineers.

Also, in my experience, the tech support cases that are handled by engineers outside of North America are generally handled more poorly than those that are handled by engineers in North America. When the case is complex, the developers may need to be involved for the best solution, but they are not working when the tech support engineer is working, and so either communication between them is delayed or the engineer opts to try their best alone, which usually results in the engineer giving up a bit earlier in the troubleshooting/investigation than an engineer in North America.

Lastly, there can be a language barrier when the engineer is not in the same time zone as the customer. Sometimes, the response is hard to read due to it being written in slightly broken English, or the engineer does not grasp the details of the issue and offers KB articles or copy-paste "solutions" that address a closely related problem but not the problem at hand, or, if a remote session is scheduled, the engineer's accent can be difficult to understand due to it being unfamiliar.

It would be a burden on the customer for them to wait to create the case during their normal working hours to avoid these issues. I feel that it is best to design the system to fit the customer and not for the customer to work around the system. Please give us the option to choose the preferred time zone or location of the tech support engineer that handles the case. Let the default selection be the current behaviour (i.e. minimize waiting time for an initial response).

The new OSISoft website has improved but some old features are not migrated properly. The drop down for selecting a site is not sorted on site name and hence is very difficult to find the server. Am talking from our experience where we have hundreds of sites n the company. Search feature on partial site name does not work

Site is not supported on all Browsers, being international company they should have tested and provided on all browsers not just Crome.

The documentation of products should not be hidden under each sites. Its should be common so that it easy to find and download any document/topic to learn. Its for OSISoft benefit only.

Thanks

If you log into one of OSIsoft's websites, your login session will be good for most of OSIsoft's other websites. The FTP website (https://ftp.osisoft.com) is not one of them. A login session from the FTP website will not count towards other OSIsoft websites and vice versa. Also, during login, the FTP website accepts only the username of the OSIsoft account, while every other OSIsoft website accepts only the email address.

Please give us the single sign-on experience on the FTP website and allow the both the email address and the username as options to specify the account to be logged into for all OSIsoft websites.

Currently, all install kits other than the PI Server install kit follow these steps in the order shown:
1. Extract everything
2. Check what needs to be installed
3. Display a window asking the user to acknowledge what will be installed
4. Install only what needs to be installed

This approach wastes disk space, helps wear down the disk, and adds to the extraction time.

Please consider making install kits do the following instead:
1. Check what needs to be installed
2. Display a window asking the user to acknowledge what will be installed
3. Extract only what will be installed
4. Install only what was extracted