Unacceptably high ticket response time

[MKT]

I have a ticket (13282496) that has been opened 17 hours and 51 minutes ago, no reply so far.
It's been marked as assigned for several hours as of now, but no reply yet.

This one is for a control panel update, but I've seen similar times for other tickets related to other aspects previously...how is it possible that we have to wait so long for any problem?

I remember someone said that the intention was to bring response times under 15 minutes, but I don't see this happening, nor response times getting better at all.

Is JaguarPC going to hire some more support staff or fix this in any other way? When?

[JPC-Awais]

Sorry for the delay. We are little behind in support queue. Your ticket is currently being worked on.

[MKT]

thank you, by the way my question was not related specifically to my own ticket.

I mean, if I was looking for a fully managed VPS for a customer, how could I decide to buy it from JPC knowing that when a problem arises nobody will look into it for hours?

Again, is this issue going to be solved anytime soon? When?

[JPC-Masood]

Yes we are in the process of hiring and doing interviews these days.

[Frank Broughton]

Good to hear this!

[Himeko]

have to agree on this I'm new to Jaguar for 1-2 days, response times are so far not great. Currently got 3 tickets opened without assignment/reply, one of them urgent, between 2-11 hours. But I've read mostly good reviews around so let's how see how it goes my older provider always managed to get back to us within 5-10 minutes, although price was quite higher.

[JPC-Zishan]

Please provide your ticket numbers and I will take care of them.

[Himeko]

Thanks. This is the only important one: 13282779

[Himeko]

13283275, 13283456

Ticket was recently being worked on after a few hours sent, about a minor php issue with environment variables and crons. Now PHP stopped working with all the sites giving error 500. No response to tickets and sites down for 45 minutes.

I understand the server might have to go down or be restarted while working on fixing issues, but I find this totally unacceptable. If a setting or file is changed on the PHP modules while you work on the issue, at the very least check that the sites still work and revert back if not. If fixing the issue will require the sites being down for x hours, please ask me first. If something went wrong and sites stopped working, ticket should be updated and explained.

Moved away from old provider due to slow server and ~minor issues where a service restart was required or machine reboot. That was better than having the server completely down for now almost 1 hour with no response whatsoever in my tickets. It's now peak time in my area, 10:17 AM central european time, customers calling in.

I'm sorry but if this is the way support is working over here I'm gonna have to reconsider my new provider choice soon