7 hours for a system down and STILL no one working my issue

[matzah]

I am, honestly, getting sick of posting in the forums about poor support and slow support. I know everyone is going to reply that support has been fixed and staffed, but I dont see it. It has been a year (or more) since I have had a ticket resolved in sufficient time and with quality responses.

I opened a ticket at 1130a edt, and other than it being escalated, NOTHING has been done with it.

13350046

Very disappointed
Greg

[matzah]

Now, I am being told in a "live chat" that there is nothing that can be done until 3rd level "gets around to it"..... oh great, 24x7 support that "gets around to it when they like"

Wish I could run my business this way

[matzah]

8hours 30 minutes, system down, no response

[matzah]

9 hours

[bambie]

I have noticed support is very slow today but that might be due to the site update.

[matzah]

@bambie there are no excuses, I pay as much as the next customer, and a "site update" is not my issue, my down server is

[matzah]

and over an hour ago, sent an email to Tracie & Rizwan, no response

[matzah]

wow, 10 hours, finally assigned

[bambie]

Having a attitude about it will not get you very far. Just calm down and do what the rest of us do. I have been waiting over 13 hours for a ticket to be looked at but you do not see me having a fit about it.

[matzah]

Well, not sure what you pay or how you expect support to be worked, but I have been in IT support for 19 years, and 24x7 means 24 hours in a row, and 7 days a week... that means that you are required to staff and meet customer expectations all day, every day.
This is not attitude, it is called: demanding I get what I am paying for and that what the provider (Jag) has documented to provide.

I am not asking for people to do anything special, I am asking that they do what they claim to provide, when they claim to provide it and how.

[JPC-Shaun]

We apologize for the delay in the response. I am checknig your ticket and will keep you updated there.

Thanks for your cooperation and the patience.

[matzah]

@Shaun it has been 90 minutes, and the ticket is still not updated, can I have a status? I have been told in the past not to update "assigned tickets" by other support staff, as it changes the order of the work queue

[JPC-Bilal]

Hi matzah,

I have already updated your ticket, please follow up there. I'll keep you updated with the status in the ticket. Thank you.

[matzah]

@Bilal thanks, I am facing issues with the ticketing system, had to log out/back in. Thanks

[JPC-Greg]

Well, not sure what you pay or how you expect support to be worked, but I have been in IT support for 19 years, and 24x7 means 24 hours in a row, and 7 days a week... that means that you are required to staff and meet customer expectations all day, every day.
This is not attitude, it is called: demanding I get what I am paying for and that what the provider (Jag) has documented to provide.

I am not asking for people to do anything special, I am asking that they do what they claim to provide, when they claim to provide it and how.

You've probably noticed the influx of new techs this month and theres still some scheduling to work out in the next few days about admin levels. I apologize for this blunder today, it won't happen again. We hope you guys will enjoy the new faster response times and all the efforts being taken to reign in the support reputation.