• Thursday, November 4, 2021

Dear Friends and Family,

Hope you are well and so are your loved ones. This email contains updates and explanations, that are not long due, but overdue at this very moment. This is also a combination of personal message and major company updates.

Let me reintroduce myself, I am Jay, the proud founder of Nexus Bytes LLC. Over the years, I have had the pleasure of assisting most, if not every one of our family members, personally at one point or another. I have always taken pride in myself and my team’s work. The brand we have built combined with your support and support, alongside, many hours of hard work, by my team and I.
Lately, you may have noticed that the quality of our support has dropped. No, not only dropped, but what I would outright call disgusting by our own standard. As of this moment, there are a total of 219 tickets, that are either unanswered, ignored or pending my intervention. This is not intentional.

Before I even give you any explanation, let me start by personally apologizing to each and every one of you. I solemnly apologize for the service interruptions, the lack of support and the overall horrible experience some of you may have felt and faced over the span of last couple of weeks. This is not what I have built this company on and this is not something, neither myself nor my team is proud of.

If you weren’t aware, Nexus Bytes is/was being run primarily by myself, alongside Roy as my right-hand person, who usually handles most billing and sales questions. We have a dedicated support team for after hour support to ensure 24/7 premium support. Unfortunately, Roy chose to step down from his role around the end of July/early August, due to personal reasons. Which created extra work load for myself and my team. Roy would also occasionally handle escalations, when I am not around (sickness/day off etc.).

The vision was to train a new person ASAP to replace Roys position. Unfortunately, that didn’t work as I have planned for. When it rains, it pours. My life went through a perfect storm. I wish I was joking when I said that!

About a month before Roy left, I was going through a major transition period of my personal life. The day Roy left, literally the 2nd day, I caught Covid-19. Which took almost 6 weeks out of my life. Once that was gone, I was happy. Sadly, not for more than 2 days! Comes the Flu! Alright, that will pass. Oh, no! While being completely bedridden, I managed to fracture my leg. Half the time I am sleeping and the other half when I am not, I am on some kind of meds for the last 3 months. Any who, long story short, things are slowly going back to normal. I am at the last stage of my recovery period.

Why did I bother telling you all these? Nexus Bytes was built on offering personal care and that “family” touch. We believe in transparency. I believe in being honest with those, who trusted us with their day-to-day operations. I and we owe you an explanation and it is not a fun one to share :(. Being the captain of this ship, without my presence and due to lack of my co-captain, this ship felt like it is sinking. Thankfully, I am at the final stage of my recovery and hope to be fully dedicate my time again within the next 2/3 days.

Here are the next steps:

  • Pending tickets: Every single one of them will be responded and answered back by no later than November the 10th. If we owe you compensation, I will ensure that you get what you are owed, if not more. I am sorry.
  • We will not be deleting any tickets. If your ticket was closed automatically, please wait till the 7th before you reopen them.
  • Some internal processes will change to ensure I am not the only person who can approve/clarify certain things. Removing single point of failure is very crucial at our current business size and operation.
    To prevent this from ever happening in the future, 2 New hires are being on boarded this Friday the 5th. Both of them will be assisting me directly and locally.
  • Support team will be fully retrained.
  • By December 1st, our goal will be to decrease standard response time to 30 minutes or under.
  • There will be a new premium department for High Urgency tickets, that requires admins asap attention. These will go directly to an L3 admin, regardless of the time of the day, and will be responded with top urgency. This will be a premium feature. We are also toying with the idea of implementing live support for those tickets if needed.
  • We will be reintegrating our Heartbeat system to be more robust.
  • Please expect to receive some exciting/positive emails by the end of November, once me and my team gets everything back on track.
  • I will be available on the public forums like before (@seriesn) after the 10th. Once everything else is sorted and in place. There won't be any new promos till Nexus Bytes is back on its track. Existing family members needs to be taken cared of before anything else.

I truly, from the bottom of my heart, thank you for your continued partnership and your patience. I solemnly apologize for the recent negative experiences that you may have had. While life is full of surprises and uncertainty, I am committed to bring my baby back to its old glory and take it to the next level for vision 2022!

If you require my personal attention on anything in the meantime, please open a ticket with “ATTN Jay: Subject of the ticket” as your ticket title/subject, and I will ensure those are sorted in less than 72 hours.

Once again, on behalf of Nexus Bytes LLC, I am sorry and we got this!