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This is a discussion on 24/7 service? in the VPS & Dedicated forum
Not sure why, whenever I ask for help at night I never get them under " emergency status. " Is anyone out there experiencing the ...

  1. 12-05-2007, 03:03 AM #1
    henry90639
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    Thumbs down 24/7 service?

    Not sure why, whenever I ask for help at night I never get them under "emergency status."
    Is anyone out there experiencing the same thing?

    What I always get is it gets "assigned" asap, I assume someone looked at it and decides not to do anything about it and sleep? Not sure why I would need to post here but I'm just frustrated about the situation.

    What is the turn around time that you guys have experienced with "emergency?" For me, it's been averaging about 5 hours or more lately.
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  2. 12-05-2007, 04:19 AM #2
    Daniel_DBS
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    I've only filed one emergency ticket before... and it was by mistake... So, I am not sure about why an emergency ticket takes longer than a normal one... I am sure no matter what the status is on the ticket, the support team probably ultimately decides if it is an emergency ticket or not.
    -Daniel

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  3. 12-05-2007, 04:19 AM #3
    EuroNut
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    Quote Originally Posted by henry90639 View Post
    What is the turn around time that you guys have experienced with "emergency?" For me, it's been averaging about 5 hours or more lately.
    Henry,

    I never actually used "emergency" because that is only to be used for a server down situation. However, the tickets I put in (day or night) at "normal" status usually get responded to from between a few minutes up to about an hour.

    Have you got a server down to report? I don't see any down on the network status screen.
    EuroNut (The mad Brit)
    If it ain't broke, don't ping it...
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  4. 12-05-2007, 04:28 AM #4
    henry90639
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    Not only is the server "down" it's not even "up".

    No, I'm not one of those guys who places emergencies on everything.
    Yes, I really hope that they are looking into it for me.
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  5. 12-05-2007, 04:31 AM #5
    Daniel_DBS
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    Which node Henry?
    -Daniel

    If the automobile had followed the same development cycle as the computer, a Rolls-Royce today would cost $100, get a million miles to the gallon, and explode once every few weeks.

    My scripts never have bugs. They just develop random features.
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  6. 12-05-2007, 05:15 AM #6
    JPC-Veena
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    Henry,

    Please provide the ticket number if this isn't already resolved. I do not see any real emergency tickets in the support queue atm.
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  7. 12-05-2007, 06:56 AM #7
    Vin DSL
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    Quote Originally Posted by henry90639 View Post

    Not only is the server "down" it's not even "up".
    Heh! Not making light of the situation, but...

    That's a classic! Can I borrow it?

    I don't know where you live, but here in Arizona, the best Tech Support I've gotten, over the years, has been at 3 AM. No kidding!

    This place is truly 24/7, however, some things need the attention/authorization of Senior Techs, and so forth, and so on...

    EDIT

    Oh, duh!

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  8. 12-05-2007, 07:39 AM #8
    JPC-Masood
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    Quote Originally Posted by henry90639 View Post
    What is the turn around time that you guys have experienced with "emergency?" For me, it's been averaging about 5 hours or more lately.
    Please pm me ticket #s with an average of 5 hours that you posted as emergency.

    Masood N. | Chief Technical Officer
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  9. 12-05-2007, 10:59 PM #9
    elflaco
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    Outside of the anomalous Draco "incident", I've never waited more than 45 minutes for a resolution to a ticket, and on the rare occasion I've logged an emergency, I think I waited 7.

    And this was late PST.


    Dunno...
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  10. 12-06-2007, 09:07 AM #10
    Frank Broughton
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    Quote Originally Posted by henry90639 View Post
    Not only is the server "down" it's not even "up".

    No, I'm not one of those guys who places emergencies on everything.
    Yes, I really hope that they are looking into it for me.
    I have never waited over 30 minutes with 42 some tickets for various things in the last two years. Response time has been most excellent. I put emergency on anything that has to do with security, finances and service up status.

    Most are answered within 5 to 20 minutes....
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  11. 12-06-2007, 01:21 PM #11
    JohnWinner
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    Henry I feel your pain.
    Same thing happened few days ago.

    See this thread if you want to know more
    http://forum.jaguarpc.com/showthread.php?t=18787


    Good luck!
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  12. 12-06-2007, 02:20 PM #12
    Frank Broughton
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    Well did the 5 hour plus ticket get mailed to Masood or was it an exaggeration? Just a nosy one a wondering....
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  13. 12-06-2007, 03:38 PM #13
    Bellthorpe
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    Quote Originally Posted by henry90639 View Post
    What is the turn around time that you guys have experienced with "emergency?" For me, it's been averaging about 5 hours or more lately.
    What a beat up.

    For you to have an average, you must have submitted a fair number of emergency tickets. That would mean you're abusing the system.

    For you to have an 'average' of 5 hour response, some of your tickets must have had responses in the order of ... like 10 hours?

    Your entire post is nonsense. You're miffed because you didn't get an answer to your ticket in 5 minutes.

    For clarification, what exactly was the nature of your last 'emergency' post?
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  14. 12-06-2007, 04:04 PM #14
    JPC-Masood
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    Quote Originally Posted by Frank Broughton View Post
    Well did the 5 hour plus ticket get mailed to Masood or was it an exaggeration? Just a nosy one a wondering....
    I have not received even a single ticket # what to talk about a couple of them to make an average! Very disappointing to see threads like these.

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  15. 12-06-2007, 04:05 PM #15
    JPC-Masood
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    Quote Originally Posted by JohnWinner View Post
    Henry I feel your pain.
    Same thing happened few days ago.

    See this thread if you want to know more
    http://forum.jaguarpc.com/showthread.php?t=18787


    Good luck!
    Sales is not 24/7.

    Masood N. | Chief Technical Officer
    JaguarPC.com


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