Is support working?

[jandres4]

Hello,

Latelly I've noticed that support responses are very slow sometimes but now I think is too much. I submited a ticket because Plesk license expired in one of my VPS (why is this allowed to happend? I don't really know) and I have 36 hours waiting for a reply now.

Could anyone in support help me please? The ticket ID is 2370611.

I know sometimes the solution is not in your hands, maybe you're waiting for SWSoft to give you the new license, who knows? But (at least) a response to the ticket saying it would be very much appreciated.

Thanks

[JPC-Greg]

Yes they are, theres really no reason this request should be taking so long. I'll have someone look into it asap.

[jandres4]

Thanks Greg but 8 more hours have passed and still no answer from support .

Support must be constant and reliable if you want to continue growing. I'm a reseller of yours and incidents like this only make me think that I can't offer your products to my clients knowing that sometimes support will answer in 30 minutes but sometimes will take 2 days to get a solution. I just can't take that chance.

I have a client unable to login to it's control panel since Friday night, so I think you can understand my frustration.

Regards!

[jandres4]

Just got response from support 2 minutes ago.

Regards!

[JPC-Veena]

jandres4,

Sorry for the delay and the trouble, it looks like there was a miscommunication about the control panel you use and the wrong provider was contacted. When I checked your license was working and I have replied a while back to your ticket.

[CPUBUM]

I have also seen an Emergency ticket take over an HOUR for response. I have been a client for over 2 years and support started getting off norm in August. I hope Greg can and will address these issues as soon as possible. I know he has been hiring extra people, but an hour plus for an emergency is a bit long.

[jandres4]

Well I must say that, after the incident I post originally, the support response has been great for me, and all my tickets were answered shortly .

In my case, I have no complains anymore, hopefully you will get your problem solved shortly.

Good luck!