IP migration issues

[MKT]

you needed to change the IPs, it can happen

you changed them on my VPS, some sites are not working
I replied to the ticket explaining the issue, marking it as high priority as my main site is not working
I even tried to troubleshoot what it might be due to, but unfortunately I'm not a server technician...

the ticket has been sitting there uncared of for 2 hours and 10 minutes

ticket #13460867

when the problem is not generated by users, and you need to apply changes, I don't want to say that you should test each and every website on the server, but at least you should be more responsive than this

[JPC-Katrina]

Hello,

The same tech is currently checking on the issue for you in your ticket. He will reply soon.

[JPC-Zishan]

Issue has been fixed. Your sites are back online. I have responded to your ticket.

[JPC-Sabrina]

Our support team makes every effort to quickly address all tickets in the queue in the order which they are received. Sometimes the volume of support tickets may delay a prompt response. We do regret any exceptional waits that our customers may encounter when they do submit a support ticket. JaguarPC thanks you for your patience during the time it took to resolve your issue. Our client's opinions allow us to gain insight so that we can consider better and more flexible support options. Your input is valuable and it allows us to take the necessary steps to improve our services to you. Thank you for choosing JaguarPC.

[MKT]

for as long as I've been a customer at JPC, I've always read about the same issues, long waiting times on emergency tickets.
I've read somewhere that JPC hired new staff members, but it doesn't sound like it fixed the problem.

Nobody cares if a ticket stays in queue for hours or even a day if it's about a minor thing, but the EMERGENCY level means emergency, and it should not sit there for hours.
It's not my case, all I have on my VPS here at JPC is not critical, but there are probably businesses hosted on your servers, for which some hours of downtime are a real damage in terms of losses and reputation.

For what it's worth, I think JPC should find a real solution to the problem rather than keeping employees on the forums to post the usual "we're swamped today", "we make every effort" etc

Just my 0.02

[JPC-Sabrina]

MKT,

I can assure you that JaguarPC does care if a ticket sits in the queue for an abnormal period of time. Our staff works tirelessly on low level as well as emergency tickets. JaguarPC makes a determined and concentrated effort to perform at levels which will lead to true customer satisfaction. JaguarPC has been successful for over 13 years and we will continue modify our systems and increase staffing so that all of our client's needs are met in a timely manner. Sometimes our execution does fail, but we are racing to meet all of our client's expectations as well as our own.

JaguarPC does understand that solutions to problems are key to any company's success. New roads are being paved and the bumps and potholes are being repaired. Your two cents is worth more than we can possibly express. The voice of the customer is one of the most valuable tools that we have. We want you to know that we are actively listening to our clients. We are also formulating remedies for many of the issues which concern our clients most. Excellence is a standard that we will achieve in the near future.