Support ticket response time - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**Fidget** · #1 (**permalink**) 06-10-2007, 17:59

It could be just me but I have noticed lately that it is taking a long time to get repsonses from support tickets sent in. I mean it now seems to be taking several hours.

The latest ticket I sent in has been open for over an hour wth no response and on checking it I noticed the following ...

Opened:		Sat Oct 06 2007 05:40PM
Last Msg:		Sat Oct 06 2007 05:40PM
Due:		Sun Oct 07 2007 07:40AM

This suggests that it will take 14 hours to get a response from this support ticket. Is this normal? I have to be honest and say that it seems a bit unreasonable (okay it is the weekend, but does the support service take a break at the weekend?).

.

**DPS Computing** · #2 (**permalink**) 06-10-2007, 18:02

I have never experienced such delays with support but I can sympathise if you are experiencing such delays.

As far as I am aware support try and respond to a ticket ASAP and don't set a time limit on it.

**Fidget** · #3 (**permalink**) 06-10-2007, 18:24

That is what I was thinking David. I'd be loathed to have to cancel the order but have to consider this carefully as I am providing the service on to others. I've tried a ticket with dedicated support but I see that the stated due response time is 13 hours later. Maybe it is because it is the weekend.

.

**flesso** · #4 (**permalink**) 06-10-2007, 18:33

Quote:

Originally Posted by Fidget

That is what I was thinking David. I'd be loathed to have to cancel the order but have to consider this carefully as I am providing the service on to others. I've tried a ticket with dedicated support but I see that the stated due response time is 13 hours later. Maybe it is because it is the weekend.

.

Mark will be here in the next half hour and I shall get him to chase this up for you.

**Fidget** · #5 (**permalink**) 06-10-2007, 19:08

Thanks Flesso. I don't seem to be getting the same sort of service that the chap on this thread got - Dedicated Server Set-up Time

To be honest, I am getting more concerned about support response times. I tend to use the golden hour rule where 24/7/365 support is offered. If it goes past that then I could get into trouble with my own clientele. It took an unusual 6 hours to get a response to a high priority request for assistance for high resource usage on a VPS Hosting the other day. I fully appreciate the level of expertise here, but responsive support is king where hosting is concerned.

.

**eUKhost.com** · #6 (**permalink**) 06-10-2007, 19:21

Quote:

Originally Posted by Fidget

It could be just me but I have noticed lately that it is taking a long time to get repsonses from support tickets sent in. I mean it now seems to be taking several hours.

The latest ticket I sent in has been open for over an hour wth no response and on checking it I noticed the following ...

Opened:		Sat Oct 06 2007 05:40PM
Last Msg:		Sat Oct 06 2007 05:40PM
Due:		Sun Oct 07 2007 07:40AM

This suggests that it will take 14 hours to get a response from this support ticket. Is this normal? I have to be honest and say that it seems a bit unreasonable (okay it is the weekend, but does the support service take a break at the weekend?).

.

That was default setting of our Support Desk. That doesn't mean that you will get response only after 12 hours. I have modified SLA of Dedicated Server Support queue and now the tickets will be overdue from 1 hour after creation time.

In any case you have our livechat support which is 24x7 and we have improved our livechat support recently. Our new QA ( Nick ) is active member of forum so you can contact him anytime if you face any sort of problems.

**eUKhost.com** · #7 (**permalink**) 06-10-2007, 19:37

Quote:

Originally Posted by Fidget

Thanks Flesso. I don't seem to be getting the same sort of service that the chap on this thread got - Dedicated Server Set-up Time

To be honest, I am getting more concerned about support response times. I tend to use the golden hour rule where 24/7/365 support is offered. If it goes past that then I could get into trouble with my own clientele. It took an unusual 6 hours to get a response to a high priority request for assistance for high resource usage on a VPS Hosting the other day. I fully appreciate the level of expertise here, but responsive support is king where hosting is concerned.

.

New Server setup doesn't come under technical support. We answer dedicated server tickets within 30 minutes but guys can do so only if the server is online or at least configured.

Your ticket was escalated to setup department and we have limited staff in setup department on weekends.

**Fidget** · #8 (**permalink**) 07-10-2007, 01:43

Quote:

Originally Posted by eUKhost.com

New Server setup doesn't come under technical support. We answer dedicated server tickets within 30 minutes but guys can do so only if the server is online or at least configured.

Your ticket was escalated to setup department and we have limited staff in setup department on weekends.

In all honesty, and I have the greatest respect for the level of support you guys provide, I am just not getting the 30 minute response time.

I totally agree that this is just not 'the norm' with you guys. I am not sure why I am suffering this right now

If you could please pursue ticket no. JPU-75919-855 I'd appreciate it and you would really live up to this promise. This is not a set up issue since the server was set up around midnight.

**eUKhost.com** · #9 (**permalink**) 07-10-2007, 16:03

Quote:

Originally Posted by Fidget

In all honesty, and I have the greatest respect for the level of support you guys provide, I am just not getting the 30 minute response time.

I totally agree that this is just not 'the norm' with you guys. I am not sure why I am suffering this right now

If you could please pursue ticket no. JPU-75919-855 I'd appreciate it and you would really live up to this promise. This is not a set up issue since the server was set up around midnight.

2 Things are not possible at same time. Either you request quick setup or either you request fully secured server as advertised on http://www.eukhost.com/linux-server-management.php

I did my job by sending login details last night and Matthew did rest of the stuff as advertised on http://www.eukhost.com/linux-server-management.php after you opened ticket for the same.

It takes at least 2 - 3 hours to configure everything as mentioned on http://www.eukhost.com/linux-server-management.php

I am bit disappointed this time as being a knowledgeable Linux user you are expecting heroics from our staff.

**eUKhost.com** · #10 (**permalink**) 07-10-2007, 16:05

Ticket opened at :
Subject: Dedicated set up
Reply-To: Fidget
Date: Sun Oct 07 2007 01:39AM

Ticket replied at
Subject: [msg #JPU-75919-855]: Dedicated set up
To: Fidget
Reply-To: matthew
Date: Sun Oct 07 2007 03:41AM

And this is the resolution time after completing everything that is mentioned on "Linux Server Management" page.

**Fidget** · #11 (**permalink**) 07-10-2007, 16:56

Listen, as the post title says, its the support response times i have an issue with. Although I was surprised to receive the server unsecured, there's nothing anywhere about an unsecured quick set up tbh (and the management page really does make your offerings stand out).

The ticket you mentioned and gave times for (and as I said I am not seeing the 30 minute response time) was submitted at 01:39AM and responded to well over an hour later (before a resolution and only AFTER I went into live chat to ask for it to be responded to at 3.06am), at 03:41AM it was indeed resolved although I have yet to find the RKHunter installation (I'll do a detailed search for it in a moment).

Are you saying that I am being unreasonable? How much longer would it have been if I hadn't also gone to live chat to ask that it be looked at?

Today I submit a ticket to dedicated support at 11:42AM and it was responded to over 2 hours later at 02:00PM (I didn't use live help that time though). These aren't terribly long times I agree, but if there had been a server outage then it would have been very bad.

I guess there is a lesson for me and you to learn - for me, I can pursue a ticket and get something done if I go multiple routes - ticket and live chat. For you its a bit unreasonable to say that you will respond within 30 minutes when its not happening. On the other hand I am quite happy to put this down to my very bad luck right now and an unfortunate series of events perhaps. As I have said I have the greatest respect for your support service but tickets could do with a little more prompt action (maybe its just that it is the weekend, but should that make a difference?).

Its not the server set up, its the communication. And anyway, your staff are actually quite heroic in some sense

.

**Fidget** · #12 (**permalink**) 07-10-2007, 17:44

Found RKHunter and I've installed the cron job to run it, thanks

**eUKhost.com** · #13 (**permalink**) 07-10-2007, 20:37

Quote:

Originally Posted by Fidget

Found RKHunter and I've installed the cron job to run it, thanks

lol. not sure if you want me to answer something but I guess you know how to get your server rebooted in few seconds incase it goes down for some reason. Even if your server goes down when you are offline then it wont take any time our server monitoring team in DC to reboot it.

Such reboots are done only if the server goes offline completely. Downtime can occur for many reasons but you should not be concerned as long as you host genuine customers on your server.

**Fidget** · #14 (**permalink**) 07-10-2007, 21:07

Right that's it. I am sick of this flippancy. Let's cancel the order, refund and go somewhere esle.

This is taking the mick!

.

**eUKhost.com** · #15 (**permalink**) 07-10-2007, 21:56

Quote:

Originally Posted by Fidget

Right that's it. I am sick of this flippancy. Let's cancel the order, refund and go somewhere esle.

This is taking the mick!

.

I don't see any open tickets right now. whats the problem this time ?

**Fidget** · #16 (**permalink**) 07-10-2007, 22:05

Unbelievable rudeness!

I've requested a refund and cancellation via support ticket, sorry if you have missed that ticket.

I can buy this from someone else on the same data centre and without this level of lack of service, rudeness and failure to meet the purchase spec.

Absolutely astonishing responses here. I am totally shocked!

I would hope that you would keep the existing VPS Hosting contract and maintain my existing (and paid up) VPS Hosting until its expiry.

.

**eUKhost.com** · #17 (**permalink**) 07-10-2007, 22:33

Quote:

Originally Posted by Fidget

Unbelievable rudeness!

I've requested a refund and cancellation via support ticket, sorry if you have missed that ticket.

I can buy this from someone else on the same data centre and without this level