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This is a discussion on Nothing fast about support at Jaguar! in the VPS & Dedicated forum
I hoped that my new relationship with Jaguar would be a good one and except for support it has been. The problem is, support is ...

  1. 08-24-2009, 03:25 PM #1
    redfish
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    Nothing fast about support at Jaguar!

    I hoped that my new relationship with Jaguar would be a good one and except for support it has been. The problem is, support is a area that is very important.

    I got a sales inquiry and the prospective client wants to know about the data center. It's questions that I can't answer so I opened a ticket in support with a 'Sales' tag (ticket #12977266). That was almost 4 & 1/2 hours ago.

    This slow response is likely to cost me the chance of completing this sale so I guess both I and Jaguar will loose this server sale.

    Is this a normal wait time for tickets with Subject : "Urgent! Fast reply needed Datacenter questions"?

    EDIT: I'm opening the exact same ticket at my other server provider. Let's see how long it takes them to answer. That should be a reasonable comparison.
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  2. 08-24-2009, 03:51 PM #2
    JPC-Zishan
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    The ticket was in the Sales queue. I have updated it now.
    Zishan - L3 - Shift Lead | JaguarPC

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  3. 08-24-2009, 03:59 PM #3
    redfish
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    Thank you. I got your reply.

    I forgot that Jaguar doesn't allow IRC.
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  4. 08-28-2009, 09:42 PM #4
    boon
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    Thumbs down

    agree.. i wonder how they made it over 10 years? Support is Most important for a hosting company. My experience with Jaguapc, they dont offer support 24x7, when you opened a ticket you will get replied on their business hour only.
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  5. 08-28-2009, 11:37 PM #5
    JPC-Sreejith
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    Yes, we do offer support 24x7,If you have a support issue please make sure you open the ticket for the support department not a sales inquiry as sales is not staffed 24x7.
    Please check our sales available timing here.

    http://www.jaguarpc.com/support/kbase/744.html
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  6. 08-31-2009, 12:14 AM #6
    Vin DSL
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    Hrm... Interesting!

    All I can tell you is, I had a (ahem) issue the other day, and had to launch a ticket. And, they were as f-a-s-t as ever.

    If memory serves me, the original response took (like) 3 1/2 minutes...

    The next day, this 'issue' turned into an 'emergency'. I had 45 minutes to fix the problem. Tech Support answered my ticket immediately, and my sites were back in action with 15 minutes to spare.

    Really... this place has amazing support! I've never seen anything like it...
    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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  7. 09-01-2009, 12:16 PM #7
    Frank Broughton
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    I agree with Vin - support has been very fast for me over these last three years! Fast and responsive. I could not be happier.
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  8. 09-07-2009, 06:01 PM #8
    JPC-NickO
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    Hi,

    Please make sure you send your tickets to the support desk after hours or on weekends as while the support team is available we do not handle sales/customer service issues.
    I do work for JaguarPC. If you do need help please provide your ticket number (this isn't sensitive information).

    If I'm not active on the forum please open a ticket instead of PMing me. If you think the issue requires access to your server please open a ticket.
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