Jaguar *near* perfect

[salewit]

Jaguar's ticket response time for me has been unbelievable. It seems like they are always dealt with in a matter of a few minutes. I was lucky to have my tickets replied to at all on my old hosts.

But can I request just one little thing? When replying to a ticket, can the techs give us a little more detail on what the problem was and/or what had to be changed to fix the problem?

I've been having a a big problem getting OSCommerce to run on Penguin with the shared SSL. I must have installed it 3 or 4 different times over a period of a month without any luck. Well last week I decided to submit a ticket. Within 5 minutes it was working. Great! But the response was "Should be working now. Check it."

Did they change something in my OSCommerce configuration? Was it a server thing? Is this something I'm going to run into on other servers I have sites on? I don't know because I have no clue what the problem was. So... if anybody is listening... all I'm asking for is a little more detail on the ticket responses.

Thanks
Sam

[Connie]

Good suggestion. This is a problem that has been mentioned in one way or another
in many post.

[Ron]

LOL This has been a very huge peeve of mine for ever... but they were getting better about it until the last two tickets where I got the "Done" and then had to submit another ticket to ask them what they did...
Jag promised changes in this area.

[Connie]

Originally posted by Ron
LOL This has been a very huge peeve of mine for ever... but they were getting better about it until the last two tickets where I got the "Done" and then had to submit another ticket to ask them what they did...
Jag promised changes in this area.

Stay after them. I'm with you on this issue. It takes an arm and leg to get a detailed expalnation about a problem.

I don't know if the support techs are so busy that they don't have time or if they regared everyone as someone who will not understand the explanation.

Whether I understand the explanation or not I would like a technichal response.

[the_ancient]

Originally posted by clssam


r if they regared everyone as someone who will not understand the explanation.

I vote for that one..........

[stevenha]

I'm chuckling now, because my support tickets are full of instances where the initial reply from support was too short, invariably followed by me asking for more detailed explanations. I think its our obligation to keep asking the support techs for more detailed replies, so that they'll adapt to meet our needs.

[jason]

This hasent really been an issue for me, but it might just be because of the way I complete tickets. Since I have a technical background in Sys Admin I can often solve my problems myself. Of the few tickets I've opened for technical issues I usually include a detailed explanation of what I've already done. I guess that from that they figure I'd understand/want a detailed explanation of the problem because I always seem to get one.

As someone who often works with novice computer users I can understand why support doesn't give out detailed explanations regularly. I've often explained something I've done for someone only to have them stare at me with glassy eyes while I say it and then respond with something like "OooooK" or "Riiiight." Perhaps, for those of you who can't provide a technical description of your problem but who still want the details of the solution could add something like "Please provide a detailed explanation of your findings" to your tickets.

--Jason

[Ron]

Recently, I have been appending the following to every ticket:

When you respond to this ticket, would you kindly provide the following information:
1) If were you able to recreate the problem
2) If you did find a problem, what it was and how you fixed it.
Thanks for your help!
-Ron.

Most of the time now I get a good detailed response. Sometimes I don't. Yesterday I got a response as to what they did (implying success in re-creating the problem) but the action they say they took was confusing, which caused another reply to the ticket to ask for an explanation. I *can't* go into details on that one.

Virtually every ticket I open has to do with slow server response time. This has been an ongoing issue on one of my servers, but it is getting better now that monitoring seems to be working. In fact it appears that Apache somehow restarted itself once between my submitting a ticket and the tech responding to it. After I submitted the ticket, I sat refreshing both my home page and the network status page. My home page was taking > 20 seconds to respond, netstatus page was instantaneous.

Suddenly, the status dot for neon http went red, all of my "in-flight" transactions were dropped (the images on my homepage showed as broken). I immediately refreshed the net status page, the red dot was green, and I refreshed my homepage which came up just fine, and instantaneously. Problem solved.
Tech support responded a couple of minutes later saying that they were unable to recreate the problem.

All in all I'd say that tech support is doing a superb job now. My goodness, they respond to a ticket so fast!!!

[Ron]

PS The ONLY reason I care about getting the info is because I have been having this recurring problem. I know they have a lot of servers to deal with, and I was trying to spot a pattern on my server.

I had been submitting tickets very frequently... sometimes multiple times a day, sometimes once every other day... Now it's like once a weekish.

If it gets to the point where I am not submitting a ticket every week, then I won't care about the cause. I'll just be "another dumb user" happy that everything is working fine!

I think that server response time is critical to the success of my site, which has two parts: An info area that people find through search engines and never (or infrequently) return, and a forum area that has regular visitors. I can't "afford" to lose those regular visitors due to thjeir frustration at a slow site. The info-site visitors I am still concerned about, but hey, only a few of them sign up and return.