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Jun
5
FlexiSPY Data Retention Policy
Posted by Christian . on 05 June 2015 11:55 AM

Notice to FlexiSPY Customers,


We are writing to remind you that we only store your data for 90 days, after which time your data is deleted. We have not rigorously enforced this policy, but from 1st July, 2015 we will be deleting any data older than 90 days.


Unlike other providers, we have allowed large file uploads, many over 500M, but this causes performance issues for all users as well as maintenance headaches for the FlexiSPY technical team. At the same time as improving performance, it also improves your security.


We advise you to download the data you need before the 1st July. If you have any questions, please send a support ticket and we will do everything we can do to help


Regards,

Team FlexiSPY


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Jun
4
NOTICE OF PLANNED MAINTENANCE
Posted by Christian . on 04 June 2015 04:19 AM

Important Notice To All Customers:


FlexiSPY will be performing a planned server maintenance on:


Thursday, 04 June, 2015 - 5:00 am to 7:00 am (Europe / GMT 0) or:

Thursday, 04 June 2015 - 12:00am to 2:00am (USA CST and GMT -5).

Times posted are estimates. Normal service may return sooner than posted, or slightly extended.

 

Customers will be unable to ACTIVATE the software or login to their web account during this time. Target phones will also be unable to connect to the server when attempting to report data. However, all installed software will continue to operate as normal on all Target devices, and no data will be lost either from the phone or from the server.


All Target phones will continue capturing data as normal, and will report all captured data again as soon as maintenance is completed and a connection to the server has been restored. Non-reporting features such as (such as Live Listening) will not be affected.

Why is this happening? 

This maintenance will provide better performance with improved security, as we continue upgrading our infrastructure to meet the growing demands of all customers.

We sincerely thank you for your patience and understanding,

FlexiSPY Support Team


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Mar
24
FlexiSPY Ticket & Live Chat Policy
Posted by Christian . on 24 March 2015 08:59 AM

FlexiSPY Ticket & Chat Policy

24 HOUR TICKET SUPPORT

FlexiSPY answers your Support Tickets around the clock. Our policy has always been to answer all Support Tickets within 24 hours or less, although recently this service level has been difficult to maintain due some of our competition going out of business and a sudden rise in our customer base.

We apologize for any delay in ticket response you may have experienced during this time. In efforts to improve our service level and response time, we ask that you submit all technical support queries by email or support ticket system only. This allows us to focus on your needs and respond to technical issues much quicker than live chat currently allows.

There are two ways to submit a ticket to FlexiSPY.

  1. Email us directly at directsupport@flexispy.com.
  2. If you’ve ever contacted us by email before, you already have an account in our ticketing system. Simply go to http://support.flexispy.com and login with your email address and password (click “lost password” if you need to retrieve it). Customers who’ve never contacted support before may create a new Support account by clicking “Register” in the top menu. Please use the same email address associated with your purchase whenever contacting us.

Logging into the FlexiSPY Support Center provides a history of all your previous tickets and documents all resolutions we’ve provided. You may also create a new ticket, change the priority level of any open tickets, close tickets you’ve resolved, or re-open tickets you still need further help with.


24/6 LIVE CHAT

Live Chat is available 24/6 for Pre-Sales enquiries and basic questions about the products. If you’re an existing customer with a technical issue, please submit a ticket by emailing us or logging into your support center account as detailed above.

Due to the nature of live chat conversation, it is impossible to maintain higher service levels with a timely response for all customers. Therefore all advanced trouble-shooting and step by step instruction will be escalated to Ticket status through our Support Center.

Please note that certain information can never be provided in Live Chat, such as your FlexiKEY or other privileged account information. Requests for refund or other direct changes to your account must always be made in writing, from the registered email address only. This is to safeguard against phishing attempts, and protect the privacy and confidentiality of all our customer accounts.

 

Please help us in maintaining this policy, which allows us to better serve all customers with a quicker response time for everyone.

Thank you,

FlexiSPY Support Team


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Jan
7

Due to an outage of our ISP, we are currently aware of a server issue that impacts customers from loggin in to their online portal at https://portal.flexispy.com. The symptoms of this issue are that you cannot log in even if you enter the correct login credentials.

In addition to this customers may not be able to be activate the software on the TARGET device at this time.  Software already installed and activated on a TARGET device will still capture data as normal and any captured data will be uploaded to your online account once this issue is resolved. 

It is our issue and not a problem at your end.

We are working hard to resolve this issue and expect it to be resolved shortly.  In the meantime, we are developing a plan to migrate to a backup ISP.

Service is expected to resume in 24 hours.

Thanks for your understanding and patience.

 


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Jul
14
NOTICE OF PLANNED MAINTENANCE
Posted by Milan . on 14 July 2014 06:49 AM

Important Notice To All Customers:

 

FlexiSPY will be performing a planned server maintenance on:

Wednesday, July 16, 2014 from 3:30 am to 4:30 am (Europe / GMT 0)
or:
Tuesday, July 15, 2014 from 9:30 pm to 10:30 pm (USA CST / GMT -5)


Times posted are maximum estimates. Normal service may return sooner than posted.



Customers will be unable to ACTIVATE the software or login to their web account during this time. Target phones will also be unable to connect to the server when attempting to report data. However, all installed software will continue to operate as normal on all Target devices, and no data will be lost either from the phone or from the server.

All Target phones will continue capturing data as normal, and will simply report all captured data again as soon as maintenance is completed and a connection to the server has been restored. Non-reporting features will not be affected.

We sincerely thank you for your patience and understanding,
FlexiSPY Support Team


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