Ticket Support 24 hrs?

[Fallen Angel]

I understand the Sales is only M-F and business hours. But is the Support Ticket System 24 hours?

Thanks!

[Vin DSL]

Yes! As a matter of fact, I get the quickest response[s] at 3:00AM...

[Fallen Angel]

Well then apparently they are just ignoring my tickets :-(

This is the first time I have ever been so disappointed in their service that I have looked into other hosting options.

[Eric]

Please PM me your ticket numbers or domain name that you host with us and I'll look into why the tickets are not being responded to. Thank you.

[Fallen Angel]

It looks like you got them taken care of. I really appreciate your quick response. Thank you!

[IDB]

I've had two tickets open for the last 7 hours or more and not heard a thing from support at all. Both are unanswered and unacknowledged.

For anyone in charge of this the ticket numbers are 2014123 (new) and 2013510 (re-opened).

[IDB]

Make that 12 hours without any updates or acknowledgements of my tickets.

[IDB]

Now 24 Hours without updates on my tickets. Everyone on holiday or something or just my tickets going unanswered ????

[IDB]

Still no replies. Time to cancel I think.

[stevenha]

Yup, I agree that 24hrs and no response means something is amiss in the JagPC support organization. I personally haven't needed support recently, but if I did and it wasn't there, I'd be annoyed. I wonder, is anyone else having this problem recently?

[Vin DSL]

Originally posted by IDB
Still no replies. Time to cancel I think.

Just out of curiosity, did you get any autoresponder mails? For instance, when I submit a ticket, I usually get 2-3 'replies' acknowledging they received the ticket. Then, I get more when they answer the ticket. Are you saying you have NO replies, e.g. nothing? I find this hard to believe...

[Vin DSL]

Originally posted by stevenha
I wonder, is anyone else having this problem recently?

I put in a ticket a few nights ago. The MySQL server was throwing socket errors. The situation was entirely resolved in less than 2 hours...

[Connie]

Have to ask the same question as Vin. Did you get an autoresponder e-mail?

I have never filed a ticket that I did not get an autoresponder e-mail within a
very short period of time.

Like ever thing technical there can be glitches in the normal procedure. It
sounds to me like you got caught in one of those glitches. Personally if
my main site had been down for over 12 hours I would be sending PM
messages to every person at Jag. That has never happened
in the 2 1/2 years that I have had sites hosted at Jag.

I realize you are in a frustrating situation, but if my livelihood depended on
that situation I would make some noise. Unfortunately post on the forms
do not always get read by Jag personnel.

When you contact Jag by pm you need to include your domain name and the
last 4 numbers of your credit card.

Believe me changing host is not going to solve your problem. JagPC is a
very dependable host with excellent service at least in MHO.

Good luck in getting your problem resolved.  

[Vin DSL]

There are different kinds of problems too. Some take minutes to fix, others can take days. Let me post a couple of examples here (check the timestamps):

(Minutes)
Subject : MySQL Crash
+ + + Client + + + : 2004-01-16 / 04:12:42
Status shows 'green', but MySQL is 'hung' on Neutron (again).

http://www.lenon.com/

Could you please check it out?

Thanks!

- - - Tech - - - : Susy 2004-01-16 / 05:07:16
Hello,
Please do check the same again. It is working fine without any problems at all.
Thank you,
Regards,
Susy William,
Support Admin,
Jaguar PC.
susy@jaguarpc.com

+ + + Client + + + : 2004-01-16 / 14:44:35
Hrm... just out of curiosity, was there any intervention on 'your' part, or did the problem fix itself? MySQL was not working on Neutron for almost 2 hours. Nothing that uses the sql database was connecting to it - PHP-Nuke, phpMyAdmin, et cetera. I was getting socket errors, all the way around.

LoL! It wasn't my imagination...

- - - Tech - - - : Support Tech 2004-01-16 / 15:04:20
Hi,

The mysql.sock file was missing in the server. That caused the problem.

Now it is working fine.

Regards,
Prasad,
Support Dept.

+ + + Client + + + : 2004-01-16 / 20:00:45
Oh, okay, that makes more sense. This happens from time-to-time. Thanks for your help!

- - - Tech - - - : Support Tech 2004-01-16 / 20:09:48

Regards,
Support Dept.

(Days)
Subject : FYI - Server Load High on Neutron
+ + + Client + + + : 2003-12-31 / 02:54:26
Greg L. asked me to report these things to Tech Support when I see them. Evidently someone is playing around on Neutron right now...

$ uptime
8:51am up 19 days, 9:42, 0 users, load average: 11.78, 10.01, 11.75

Server load is going up 'n' down like a YoYo!

+ + + Client + + + : 2003-12-31 / 03:07:04
Well, it looks like they finally crashed Neutron --- web server is dead! Go get 'em tiger!

Wish I had bash access. I could have bagged them for you. Oh well...

- - - Tech - - - : Support Tech 2003-12-31 / 03:15:07
Hi,

Thank you for notifying the problem at the currect time. There were large number of connections to port 80 from the ip address 61.138.254.2. I have blocked that ip address. Now the load in the server is normal and all the services are working fine.

The result is pasted below.

---
root@neutron [~]# uptime
3:30am up 19 days, 10:20, 4 users, load average: 0.50, 2.97, 6.12
root@neutron [~]#
---

Please check from your end.

Regards,
Prasad,
Support Dept.


+ + + Client + + + : 2004-01-01 / 00:25:10
Here we go again! Same thing --- different night!

$ uptime
6:34am up 20 days, 7:25, 0 users, load average: 14.30, 14.47, 10.12
$ uptime
6:35am up 20 days, 7:25, 0 users, load average: 14.01, 14.40, 10.14

- - - Tech - - - : Support Tech 2004-01-01 / 00:29:14
Hello,

There were a lot of requests from 61.138.254.10 to port 80 in the server.
I blocked the IP 61.138.254.10.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>
root@neutron [~]# uptime
12:58am up 20 days, 7:48, 2 users, load average: 0.07, 0.99, 3.86
root@neutron [~]#
>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Regards,
Harish
Support Dept.

+ + + Client + + + : 2004-01-01 / 00:54:09
Wow! These guys don't give up! If you think they are doing this maliciously, you might consider blocking them entirely ( 61.138.254.0 - 61.138.254.63 )...

- - - Tech - - - : Support Tech 2004-01-01 / 01:02:59
Hello,

I think it is fair if we block these ips after monitoring for a while again.
We shall be monitoring the server for requests from 61.138.254.0 - 61.138.254.63 ). range and we shall block them after that.

Regards,
Harish
Support Dept.

+ + + Client + + + : 2004-01-01 / 01:48:15
I'll leave you alone until the next 'event'. Thanks for your help and Happy New Year!

- - - Tech - - - : Support Tech 2004-01-01 / 02:40:28

Regards,
Support Dept.

+ + + Client + + + : 2004-01-04 / 05:23:32
Ticket re-opened by client!

+ + + Client + + + : 2004-01-04 / 05:24:52
Um... you guys do realize 'we' still have a problem, right?

+ + + Client + + + : 2004-01-04 / 05:25:55
$ uptime
11:27am up 23 days, 12:16, 0 users, load average: 12.73, 11.15, 10.22

- - - Tech - - - : Support Tech 2004-01-04 / 08:16:04
Hi

There were several requests from the ip 61.138.254.4 .We have blocked that and we are monitoring the server for any further problems.
Now the load is under control

Regards,
Suresh
Support Dept.

+ + + Client + + + : 2004-01-04 / 23:46:41
Okay, thanks! Server load is running around '5' right now --- seems high to me, but you got the hammer. I'll report back later if it climbs in the 'teens' again.

$ uptime
5:54am up 24 days, 6:42, 0 users, load average: 5.11, 5.49, 5.25

- - - Tech - - - : Support Tech 2004-01-05 / 00:43:46
Hi,

There were a lot of connections to the port 80 from the ip address 61.138.254.5. I blocked the network 61.138.254 this time in the server. Now the load is normal in the server. The results is pasted below for your convenience.

---
root@neutron [~]# uptime
12:59am up 24 days, 7:47, 3 users, load average: 0.77, 3.85, 6.73
root@neutron [~]#
---

Regards,
Prasad,
Support Dept.

+ + + Client + + + : 2004-01-05 / 04:43:44
Yes! Much better! Thanks, again!

$ uptime
10:52am up 24 days, 11:39, 0 users, load average: 0.27, 0.27, 0.32

- - - Tech - - - : Support Tech 2004-01-05 / 05:53:48

Regards,
Support Dept.