response support time (10 hours)

**EWS_Hosting** · 04-30-2010, 04:32 AM

really to much more than 10 hours and my vps mail server down
ticket# 13115213

**JPC-Jawad** · 04-30-2010, 05:52 AM

Hi, I see your ticket being worked on by one of our Level 2 techs. Please follow up in the ticket. You will be updated in due time. Thank you.

**EWS_Hosting** · 04-30-2010, 05:56 AM

Dear Jawad
what do you think about more than 10 hours response time for support ??

thanks

**JPC-Jawad** · 04-30-2010, 06:33 AM

EWS_Hosting, I apologize for the delay and do admit it is a huge delay and quite exceptional in our support. Please note that your ticket is in Level 2 queue with not a very general issue/environment, that every tech is specialized to handle, which added to the delay. The tech working on your ticket currently is specialized on this kind of environment and ticket was most probably left because the specialist tech was not available for that job. I do apologize for the delay still as you should have been updated periodically with the situation. Your concerns will be forwarded to the concerned people in support.

**EWS_Hosting** · 04-30-2010, 06:46 AM

Dear Jawad ,
that mean i have to wait the specialist tech on his shift , that's why there is a huge delay .
as i see you have only one specialist tech (He..) who can help me but others they just losing my time .

Note
today i lost all emails on all domain please ask (zishan) what he did on my vps
ticket# 13115213

**JPC-Rizwan** · 04-30-2010, 08:22 AM

EWS_Hosting,

We are sorry for the long delay , I will be checking into this so that you do not face such delay in future.

**JPC-Jim** · 04-30-2010, 08:51 AM

The problem is that you requested some custom configs, and email setups.These were done by Henry, and he is the only one that knows exactly how these are setup. He will be looking into the issues.

**EWS_Hosting** · 05-01-2010, 01:59 AM

for more than 24 hours and My vps down , i am not able to open any domain where is support Henry left and no one help me now and all my client calling me

**JPC-Anoop** · 05-01-2010, 02:17 AM

Mr Henry is off-shift right now. We will check your ticket and update you shortly. Please hold on.

**EWS_Hosting** · 05-01-2010, 02:25 AM

yes i know that

so that mean my vps will be down until Henry shift ?????
what kind of support if there is just one person for Support (L2) , that mean my vps will down another 24 hours !!!!!!!!!!!

**JPC-Anoop** · 05-01-2010, 02:31 AM

Hi,

An L2 tech is already working on it. He will get back to you as soon as possible. Please hold on.

**EWS_Hosting** · 05-01-2010, 03:53 AM

more than 3 hours and i still waiting L2 tech ???
until now there is no one work on my issue ?????????????????

**EWS_Hosting** · 05-01-2010, 09:16 AM

another 4 hours and i still waiting L2 tech .

wow really strange L2 tech just one person called (Henry) how come !!!!! so i have to wait him in his shift