Following the release of our latest FoxCloud update in mid-February, we experienced a significant and unexpected increase in customer enquiries and support requests. This led to longer wait times across both our phone support and ticketing systems.
While the update introduces a number of important changes, we recognise that the rollout was not as smooth as planned. We understand the frustration this has caused for some of our customers and installers, and we appreciate your patience during this period.
This situation was further impacted by an unexpected cloud outage on 11th March, which temporarily affected system availability and contributed to an additional spike in enquiries.
In response, we have taken immediate action to stabilise and improve service levels. Additional resource has been allocated across our technical support and service teams, and internal processes have been adjusted to prioritise response times and resolution efficiency.
Encouragingly, enquiry volumes are now returning to more typical levels, and we are already seeing improvements in response times. We expect service levels to continue normalising over the coming days.
We are also implementing a new in-app noticeboard within FoxCloud, designed to provide clearer, real-time communication on system updates, incidents, and service status – helping to keep customers and installers better informed.
At Fox ESS UK, we take great pride in the level of service and support we provide, and we remain fully committed to delivering the high standards our customers and partners expect.
Thank you again for your continued support and understanding.
