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This is a discussion on Support Response Times in the VPS & Dedicated forum
Before I blow a gasket and say support is slow... what are the normal times it should take support to respond to tickets? In the ...

  1. 01-09-2008, 03:55 PM #1
    matzah
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    Support Response Times

    Before I blow a gasket and say support is slow... what are the normal times it should take support to respond to tickets?

    In the past I dont recall having tickets take more than a few minutes to go from NEW to ASSIGNED, but these last couple I have opened seem to take 30 or more minutes to even be looked at, even if labeled an emergency.

    Thanks
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  2. 01-09-2008, 04:05 PM #2
    Frank Broughton
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    Quote Originally Posted by matzah View Post
    Before I blow a gasket and say support is slow... what are the normal times it should take support to respond to tickets?

    In the past I dont recall having tickets take more than a few minutes to go from NEW to ASSIGNED, but these last couple I have opened seem to take 30 or more minutes to even be looked at, even if labeled an emergency.

    Thanks
    Today is not a normal day, have you read about the HUGE power failure at the data center?
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  3. 01-09-2008, 04:10 PM #3
    matzah
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    Quote Originally Posted by Frank Broughton View Post
    Today is not a normal day, have you read about the HUGE power failure at the data center?
    No... shouldn't they have sent out a notification or something in the RSS feed?

    As like (you and me) Western NY had many power outages as well, where can I read about this?

    Thanks
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  4. 01-09-2008, 04:19 PM #4
    Daniel_DBS
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    RSS would have done NO good... Everything was down:

    What the heck, wheres the juice?
    http://backup.jaguarpc.com
    http://www.jaguarpc.com/forums/server-network-service-announcements/18995-network-problem-atlanta-data-center.html#post129982

    I am suprised that you did not hear anything about this... Bear with JPC, it has been a very long day for them.
    -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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  5. 01-09-2008, 04:27 PM #5
    EuroNut
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    Matzah,

    The entire Atlanta data-center (including the Jag web site) was hit by a really unfortunate sequence of events this morning. The "lucky" customers were back on line in less than 3 hours, a few are still waiting for fixes. As the support desk is on the Jag web site, that was also down and therefore had a bunch of customers waiting to create "routine" tickets and a much larger bunch of unexpected "emergency" tickets from customers trying to find out why the lights went out.

    NONE of this was Jag's fault, by the way, but, as you want a feed for updates during emergencies like this, hook yourself into http://backup.jaguarpc.com/?feed=rss2 and you'll be more in tune with, and sympathetic to, the massive clean-up operation that the Jag team are currently going through.

    Hang in there, whatever you need WILL get dealt with - If it's something us forum nurds can help you with, don't hesitate to holler!
    EuroNut (The mad Brit)
    If it ain't broke, don't ping it...
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  6. 01-09-2008, 04:30 PM #6
    EuroNut
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    Quote Originally Posted by Daniel_DBS View Post
    RSS would have done NO good... Everything was down:


    http://backup.jaguarpc.com
    http://backup.jaguarpc.com WASN'T down - I was "living" on that web page this morning! LOL

    I even made one of my own for my customers - total clone of the Jag one!

    EuroNut (The mad Brit)
    If it ain't broke, don't ping it...
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  7. 01-09-2008, 04:40 PM #7
    Daniel_DBS
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    Yeah, I forgot that the Backup RSS would have worked... I was only down for 3 or so hours... I woke up this morning and was getting ready for work and went to check my emails and voila, IMAP was down... Didnt think much of it until I went to do my morning forum round... No luck, checked WHT and WHAMO! There was an 11 page thread of people complaining about the outage... As long as the NAP doesnt burn down...
    -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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  8. 01-09-2008, 04:41 PM #8
    Daniel_DBS
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    Oh yeah.. Good idea about making your own backup blog... I will add that to my list of things to do on my new venture
    -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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  9. 01-09-2008, 04:42 PM #9
    matzah
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    I did finally find the threads.

    When my TXT alerts started going off, I had just lost power at my house (weather related) and did not get it back until just recently.

    It has been a long day for many of us across the country.... lucky for me I found what I needed in the general discussion thread to fix my problem myself, PHEW.

    Looks like its time for a Smart phone... anyone have any better success (or horror stories) on any Verizon phones (and no, I will not just swtich to AT&T for just a iPhone, they are not all that special (ATT or Apple)).

    Thanks
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  10. 01-09-2008, 04:45 PM #10
    matzah
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    Quote Originally Posted by Daniel_DBS View Post
    Oh yeah.. Good idea about making your own backup blog... I will add that to my list of things to do on my new venture
    I am currently doing just that for my 2 hosting businesses... it is actually a pretty smart thing to do!

    I now have a Jag server in ATL and one in TX for just this reason... if anyone want to "rent" small space for a blog for this kind fo situation (on either server), PM me and we can work out a trade of services or you can become a customer for a small price... I know this sounds cocky, but better to try and help out others for a minimal cost than to plan "self promote myself" here LOL
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  11. 01-09-2008, 04:50 PM #11
    EuroNut
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    Quote Originally Posted by matzah View Post
    Looks like its time for a Smart phone... anyone have any better success (or horror stories) on any Verizon phones
    I can't help you much there, sorry. I'm in the UK (which claims to be the world leader in mobile technology ... PAH!).

    Personally, if it all goes pear-shaped here I grab my lappy and take a stroll down to MacDonalds or the pub, both of which have free wi-fi!
    EuroNut (The mad Brit)
    If it ain't broke, don't ping it...
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  12. 01-09-2008, 04:58 PM #12
    Daniel_DBS
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    My suggestion for smart phone would be the Moto Q9c... That is what I have, through Sprint, but I know they have it for Verizon as well... It uses windows mobile and is great...
    -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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  13. 01-09-2008, 06:09 PM #13
    Vin DSL
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    Quote Originally Posted by matzah View Post
    Before I blow a gasket and say support is slow... what are the normal times it should take support to respond to tickets?
    Here's a redaction of the last ticket I lauched (expired cert)...

    + + + Client + + + : VinDSL. 2007-10-08 / 16:04:00

    - - - SYSTEM - - - 2007-10-08 / 16:04:35

    - - - Tech - - - : Andrew. 2007-10-08 / 16:08:08

    - - - SYSTEM - - - 2007-10-08 / 16:39:09

    - - - Tech - - - : Masood. 2007-10-08 / 16:44:34

    - - - SYSTEM - - - 2007-10-09 / 00:46:01 Ticket closed by user !
    I dunno... depends on how you look at it, I suppose!

    35 seconds for the system to respond.

    4 minutes, 8 seconds for Andrew to respond.

    40 minutes, 34 seconds for Masood to renew the cert.


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    DISCLAIMER Any resemblance between the views expressed above and those of the owners and operators of this system is purely coincidental. Any resemblance between these views and my own are non-deterministic. The existence of Vin DSL is questionable. The existence of views in the absence of anyone to hold them is problematic. The existence of the reader is left as an exercise in the second-order coefficient.

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  14. 01-09-2008, 06:51 PM #14
    jason
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    Quote Originally Posted by matzah View Post
    As like (you and me) Western NY had many power outages as well, where can I read about this?
    Heh! How about last night's wind storm? Half of the town I work in was without power today and I had no clue until I tried to make a quick stop at Sam's Club on my way home from work and nearly got t-boned in an intersection because rush hour drivers are too impatient to treat traffic lights that are out as all-way stops. (Sam's and everything else on the street completely dark but interestingly Wal-Mart on the other side of the parking lot had lights.)

    --Jason
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  15. 01-09-2008, 07:00 PM #15
    matzah
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    Most of Henrietta by the mall is out, and several lights on Jefferson are... and no one directing traffic... sounds scary to me.

    Just met the wife for eats, and restaurants packed with people with no power... kind of scary what a little wind can do!
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