Ticket weirdnesses

[salewit]

Don't get me wrong... I love this place, but is anyone else noticing that the ticket responses are seeming hurried and sometimes not even getting the questions answered? It didn't used to be like this.

I'll give you a real example. I left out meaningless info to keep the length down:

Ticket 1 (long)
Hi there. We need to add an SSL to this domain. I'm not sure whether or not we got the additional IP for this domain yet. I had mentioned it in an earlier ticket, but not sure it happened. Either way, if we could get the IP for that it would be great.

Am I able to do all the SSL stuff on my own via the CPanel? Or do I need to open a ticket?
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Tech 2006-03-09 / 11:17:46
Your site is already setup on unique IP

If you would like to purchase an SSL certificate for your domain, please provide us the following information and we can proceed.
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[Info was supplied]
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Tech 2006-03-09 / 11:34:42
Your account is not setup on unique IP. You will need to get a unique IP for it ($6/year). Here's the CSR.
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Yes, do the unique IP! Here's the CRT
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Tech 2006-03-10 / 00:44:08
I have tried to fetch the key but sorry key not found. Please provide us a key so we can install it for you.
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I contacted my SSL provider about this, and they said that the Key is on the server and if you couldn't find it, to generate another CSR and when you do that to make sure you "have a handle on the key". I have no idea what it means, but I remember going through this on another domain a couple of years ago.
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Tech 2006-03-10 / 11:12:24
Did you got the CSR generated for the domain from us on this server ? As if CSR was generated by us the Key should be available on the server which dont appear to be the case.
Please tell us do you want us to generated the CSR again for this domain if this is what you would like then please provide us the info for generating the CSR.
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2006-03-10 / 11:28:41
Yes, here's the info again (it's up above also). You generated the CSR (above) dated 3/9/06 11:34:42.

For some reason I seem to be getting lots of these types of ticket responses where there is TONS of redundancy and questions not being answered, etc.

[JPC-Masood]

Please email me (masood@jaguarpc.com) your ticket # so we can take appropriate measure.

[Vin DSL]

Um... looks normal to me. What am I missing

[salewit]

I shouldn't have brought it up. Sometimes I get frustrated and vent publicly. Not good. I've had a string of really excessive back and forth tickets.

In this particular one, they said I already had a unique IP, and then the next said I NEED a unique IP. They wanted info for the SSL, then later they said they wanted it again (same ticket... just had to scroll up a little). Then the Key issue.

Honestly I'm thrilled to have accounts here and would be lost if I had to find another place. All this stuff isn't a science, so I've got to learn to deal with these things.

[Vin DSL]

I hear ya!

There are a lot of little, annoying, convoluted steps involved in getting a cert setup. I don't know if you did this, or not, but it's usually easier and faster to buy a cert from your web host, and have them handle the whole process, rather than buying it from someone else.

Since it's a matter of security, certifying and guaranteeing authenticity, and all that sort of stuff, everyone wants you to jump through hoops, several times, in order to make sure there's no monkey business taking place...

[Spathiphyllum]

Yep. Pay the extra overhead of $10.00 and let Jaguar handle it all if possible. It's not worth the back and forth of time investment to work out the bugs. Just pass the baton, wait a day or three for the certifying agency to verify, and have the webhost place it in the proper Apache config directory.

[AdrianB]

I shouldn't have brought it up. Sometimes I get frustrated and vent publicly. Not good. I've had a string of really excessive back and forth tickets.

Well, I thinks it's ok to bring it up. I've expirienced similar thing in past tickets. My advice would be not to write long tickets because they don't seem to be read through all the time, and don't ask two things in one ticket. Usually though, after a few tickets back and forth, things work out. And for short questions and quick fixes the support is excellent and very fast.