View Full Version : Support Service Response Times..
ozgreg
08-21-2005, 06:26 AM
I just got to complain about the support response times, I was left waiting for a whole 10 minutes, OMG like how bad is that :-)
Fantastic service :-)
ROFL.
<3
Shoulda only been 5 tho. my bad ;-)
heh...there was WHT thread about someone thinking that sales response time is the same as support response time so..he complained about how long sales took to reply.
Its been almost as slow as a lagged IRC chat for me a couple of times. About 240-300 seconds response time. Too slow..isnt it?
;-)
heh...there was WHT thread about someone thinking that sales response time is the same as support response time so..he complained about how long sales took to reply.
With jezxxxx^4 or whatever the hell his name is as the OP?
With jezxxxx^4 or whatever the hell his name is as the OP?
mmm hmmm..
ispsg
08-22-2005, 02:17 AM
Fast response? Well, from my experience, I won't really say the support response is excellent.
I just send an email to support for "server error" cause I cant logged to ftp, whm/cpanel. Email down, mysql down. Almost 30 mins and I don't get reply from anyone. My past few tickets wasn't replied as many of you experienced, within 10mins.
Probably reseller plan get less priority than VPS that pay more $. :)
Fast response? Well, from my experience, I won't really say the support response is excellent.
I just send an email to support for "server error" cause I cant logged to ftp, whm/cpanel. Email down, mysql down. Almost 30 mins and I don't get reply from anyone. My past few tickets wasn't replied as many of you experienced, within 10mins.
Probably reseller plan get less priority than VPS that pay more $. :)
Perhaps they were working on it? You're a shared/reseller customer right?
ispsg
08-23-2005, 03:49 AM
Yes, I am a shared/reseller customer. Does that means we are a less worthly customer to get serviced prompty? We will grow and become a VPS customer, of PVPS probably. But if shared's server is down frequently, then most probably we will not be here for long.
Just like yesterday, about same time, my WHM/CPANEL/EMAIL is DOWN AGAIN!
This shared server is overloaded or misused by some users!
I just shifted to PVPS NOT because my previous host is not good. In fact their reseller support is much faster. But because of "excellent" remarks by the VPS here, I give it a try as reseller before jumping to VPS as I am new to VPS.
I am re-constructing my sites and if the ftp/cpanel is down every other day, I belief you can understand my frustration and what I will do next if it occurs regularly.
Just go onboard VPS, rock stable accounts here. I have 100% uptime. Maybe Charles or Tom or Robert can come in and say whats up :)
Fast response? Well, from my experience, I won't really say the support response is excellent.
I just send an email to support for "server error" cause I cant logged to ftp, whm/cpanel. Email down, mysql down. Almost 30 mins and I don't get reply from anyone. My past few tickets wasn't replied as many of you experienced, within 10mins.
Probably reseller plan get less priority than VPS that pay more $. :)
What were the ticket #'s so I can look them up? Remember, based on load not everyone will get a 10 minute response time. Also based on ticket priorities as they come in, a downed VPS or server will take priority over an "I cannot login to my account" type ticket.
PM me the ticket #'s and I'll see what was going on. Also note, not all support folks will respond to a ticket if they grab it and start working on it, until they resolve the issue.
Then again, if a 10 or 20 minute response time is considered 'bad' I guess you haven't experienced some of the other providers out there.....days....and days.....and maybe....you'll get a reply.
Fast response? Well, from my experience, I won't really say the support response is excellent.
I just send an email to support for "server error" cause I cant logged to ftp, whm/cpanel. Email down, mysql down. Almost 30 mins and I don't get reply from anyone. My past few tickets wasn't replied as many of you experienced, within 10mins.
Probably reseller plan get less priority than VPS that pay more $. :)
Hmm, I was curious so I found your tickets and reviewed them.
First, yes there is someone on that server that has been (ab)using resources, and he will be moved/terminated now that it has been documented and causing problems.
Also, I checked the times on the tickets, perhaps there are one or two I am missing (?), but here is what I have found:
Your submission at 209AM - follow-up at 2:27AM - resolved at 2:34AM.
Your submission at 7:45AM - resolved at 8:03AM.
Your submission at 9:27AM - resolved at 9:39AM.
And the one you just submitted at 4:07AM was resolved at 4:19AM.
I must be missing a ticket or two, can you send me those ticket ID's that took 30+ minutes to resolve? I am sorry, but if you aren't happy with those resolution times, I'm not sure we can every make you happy and I would urge you to find a provider that will do better then that on a regular basis.
Hmm..if the reseller servers are having trouble, why isn't something posted?
ispsg
08-23-2005, 08:38 AM
I am not here to tarnish PVPS's reputation on excellent support/ response.
Just seeing/comparing many VPS her claimed their tickets replied within 5-10mins but so far my experience is like >10-30mins or even to an hour. So I asked if is PVPS policy to take reseller 2nd priority. (if yes, I can understand that, b'cos we pay lesser.)
Neither did I say 10-30mins response time are bad (else I won't be here in the first place), I'm saying if the shared server (ftp/cpanel/email/mysql) frequently down, that is bad!
I don't think is right to challenge a new frustrating customer to "move-on". Is like adding salt to wound. I heard of many hosts that are bad, but also know of good hosts. I don't have to find another good host, as my previous is good enough. What a new (frustrating) customer, like me, need is some assurance that I did not make a wrong choice by moving here. I spend much time picking/ asking before coming to PVPS.
As said, I moved here not b'cos my previous host is bad, but just that it don't have VPS and I intended to be in VPS once I am ready. And of many VPS hosts, I heard people say PVPS is the best and so I tried.
On comparing, my previous has a very active forum and most supports are provided thru forum too. So it served as a knowledge base for FAQ and quick ready answers. Also, they monitor the server status/ load actively and most of the time, appropriate actions/ server-reboot are initiated by them (and reported in forum) before we even notice our mysql/ ftp/ server is down or overloaded.
Your support team might be working fast and hard on tickets, but I think is good to just reply a short note that you guys are working on it or busy with other things then to keep us (me) waiting for >15mins and guessing and worried if the support has read the tickets.
You sounds like I'm exaggerating that my tickets took more than 30mins to reply. If you logged to my tickets history, sure you can see those; besides the ones that you picked.
Right at beginning, my new account signup wasn't smooth.
(GLS-53205-441)
Wed Aug 10 2005 01:43PM by me to sales.
Wed Aug 10 2005 02:41PM by sales: My account wasn't activated properly.
(HLX-31085-384)
Wed Aug 10 2005 02:14PM by me to sales.
Wed Aug 10 2005 02:42PM by sales, said ticket moved to support.
Wed Aug 10 2005 03:55PM by support: My IPs were assigned wrongly.
(ZRD-73930-881: Internal Server Error)
Mon Aug 22 2005 01:51AM by me to support.
Mon Aug 22 2005 02:24AM by support: some mySQL connections causing the problem on server to overload.
I believe customer who feedback are better than customer who don't and just wallk away without giving seller a chance to improve/ explain.
ispsg
08-23-2005, 08:48 AM
Urrg... guys, I think my site is down again.
Did a ping and it says "Destination Host Unreachable".
Email/ ftp down. Cannot view my site too.
Urrg... guys, I think my site is down again.
Did a ping and it says "Destination Host Unreachable".
Email/ ftp down. Cannot view my site too.
Could be a DNS thing. Try the IP if you have it.
ispsg
08-23-2005, 08:56 AM
ok. Now my site/ ftp is back. But email still no access.
Judging from this, they may be having issues with the latest cPanel upgrade...tho I did not have issues with it, other hosts on cpanel's forums did.
ispsg
08-23-2005, 08:59 AM
Yes, I always test with IP when things are not right.
Email still no access.
Judging from what I've seen, support is quite fast here, I've had replies within 30 minutes to non-important issues and replies within 5-10 minutes to emergencies. So, it looks quite good =). Not to say that the issues you are having are not emergencies but, I really don't think they judge a customer by the price they pay.
charles
08-23-2005, 09:25 AM
Please open a support ticket if you haven't already. We don't provide support via the forums, for many reasons, but mainly because we can't provide the same level of service here. Email support and we'll know who you are and they can take care of it.
No we don't give resellers lower priority.
charles
Please open a support ticket if you haven't already. We don't provide support via the forums, for many reasons, but mainly because we can't provide the same level of service here. Email support and we'll know who you are and they can take care of it.
No we don't give resellers lower priority.
charles
I think ispsg already did open the ticket as he was complaining about ticket response times in this thread.
ndndixie
08-23-2005, 02:24 PM
ROBERTTTTTTTTTTTTTTTTTTTTT CHARLEEEEEEEEEESSSSSSSSSSSSSSSS HELPPPPPPPPPPPPPPPPPPP! Ticket: RTY-92040-343
Robert
08-23-2005, 02:38 PM
Hi there,
Veena is working on your ticket now. Just so you know, the forums are not a correct way to escallate a ticket. We do not always check the forums as much as we should. If you don't think the ticket is being handled correctly, please add a note to it asking it's status or ask that it be escallated. You can also start a new ticket and reference the other ticket asking it be escallated.
Robert
08-23-2005, 02:52 PM
Veena responded to your ticket, but I believe the reply bounced.
ndndixie
08-23-2005, 02:55 PM
I'm now getting NO email on my server!
Robert
08-23-2005, 02:59 PM
You might want to e-mail from a different e-mail address.
One thing I suggest for **EVERYONE** is to use an e-mail address not on your server. That way when you have problems, you're not stuck without a line of communication.
A hotmail or gmail account works great. Give your IP or some other way to identify your account and ask the address be added as a contact. We can't provide support via the forums as it does not give us access to the account or the ability to ask questions like user account passwords, etc.
ndndixie
08-23-2005, 03:20 PM
Solved thanks to Veena! (Robert too).....sheesh, these bigger accounts are making me a nervous wreck! I haven't slept 3 hours a night in 2 weeks!
shadowcat
08-23-2005, 04:50 PM
I was with another host and everyday I watched my server have problems without any real support at all. I measured something in the region of 30 seconds of downtime last month with VPS which is truly unreal.
Cannot say more about it and customer service is the best there is.
Shadowcat.
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