3 hours to respond to Level 1 tickets?

[matzah]

I replied to 2 emergency Level 1 tickets 3 hours ago:
13234553
13257920

I would hate to see what would happen if my VPS was really down and needed quick response.

I have noticed that support tickets take longer and longer these days to respond and the "levels" I tag for urgency mean nothing at all.

Anyone else see these same trends?

[JPC-Anoop]

Please accept our apologies for the delay. Ticket load is bit high today.

I have already replied both tickets. Please update the ticket to follow up on this.

[JPC-Jim]

Matzah,

I do apologize for the delay in response to your tickets. As Anoop stated the ticket counts have been very high for the last few days. We are currently in the process of hiring more staff, to make sure that we can handle these higher amounts of tickets in the future should they occur again.

Please let me know if you need any help with anything.

[EWS_Hosting]

i have same problem server down for more than 3 hours , i think jaguar have big problem with Support Team
ticket 13259923

[JPC-Awais]

Ticket 13259923 has been replied.

[Big Tom]

Still having too many tickets? Severity one ticket has been open for over an hour now (13260955). If it is so bad, you may want to consider getting a few temporary resources in.
Tom

[jmoore160]

I have been hosted here for several years and have never had problems like this......unitl this week.
I have an ongoing ticket (#13265884 since the 2nd and it has been sitting out there for almost 5 hours without it being assigned.
I have always been a very happy customer with problems corrected in a reasonable amount of time but even I have to admit that this is beginning to leave a bad taste in my mouth.

John