Colsed thread

[vivaciti]

Hi,
I posted a thread about an email I received, everything had sorted it's self out, so there was no need to open a support ticket and my post was just asking what it was.
Well the reply answered my question, so no problem. I was told that this was the wrong place to get support well I thought the heading is: ( Technical Support > VPS Hosting - Virtual Private Servers) but as I said the problem had already been resolved so no need to open a ticket, never mind though.

The bit that has got me is that the thread was removed! Why? I though this was supposed to be an open company, I was not complaining or anything (as so far support has been the best I have ever received from any other company) there was no personal info in the post or anything that could identify personal info.

So why was the post removed?

[Rock]

Hello Karl,

As told to you in your last post, there was an issue with the Virtuozzo license installed on the host server, you received an email. Incase you don't receive any satisfactory answers from our 24x7 Helpdesk or Live chat support, then you can ask your queries here, to which people can answer if they have experienced a similar issue. You should have either placed a support ticket asking the same question or would have contacted our VPS Hosting's Live chat dept, this should be the first preference for asking assistance regarding any abnormal situations faced by your VPS Hosting. Asking for help on the forums would have been the last preference. Also, this is an open forum where none of the post are deleted, but they can be moderated for any reasons by the moderators. Let me know if you have any further questions or problems..

[Rock]

Further to my last reply, we have less members to monitor our forums on weekends hence contacting support through helpdesk & live chat is the fastest way in any case of critical issues.. You'd receive faster responses to your queries & problems would be sorted out far more quickly...

[vivaciti]

The problem had already been sorted out, thats why I did not want to bother support directly, I normally only call chat or email support if I have something that needs doing, but normally think that a general question then a forum is the best place, as it just needs an answer but no hurry, just when ever someone gets round to it. I was not complaining or anything, and I did not need something to be fixed (it had already been fixed before I knew something was wrong (thats service for you))

Never mind, much more important things in life to get stressed about.

Karl

[eUKhost.com]

Originally Posted by vivaciti

The problem had already been sorted out, thats why I did not want to bother support directly, I normally only call chat or email support if I have something that needs doing, but normally think that a general question then a forum is the best place, as it just needs an answer but no hurry, just when ever someone gets round to it. I was not complaining or anything, and I did not need something to be fixed (it had already been fixed before I knew something was wrong (thats service for you))

Never mind, much more important things in life to get stressed about.

Karl

Hi Karl,

Our staff members find it difficult to figure out which forum thread needs response on priority basis and which thread can be answered in free time. I'll try and integrate something which will allow customers to notify our staff members if their post needs instant response or can they answer once they have some free time.

[jc8654]

Maybe you could just get a message somewhere saying "For urgent support requests please use livechat, email or telephone support". It would help, particularly at weekends.

[eUK-Martin]

Hello,

The are three priorities for every support request:

First priority is Live Chat: Since the customer is sitting Live with us all the chats that we do are handled on priority. We will try to resolve all the problems on chat itself. The basic reason behind it is, the person sitting on the other hand as a customer is giving his equal amount of time to the problem that has occurred not matter if it is a server related problem or was created by the customer.

Second Priority is Ticket (eMail) System: One of the senior admin will assign ticket to technicians according to their levels but tickets are handled in the queue they come in.. it is just like "First Come First Served", though we try to keep our minimum time response but it is always just not possible.. we (Senior Admin) may get into an issue of a client on chat or might miss the critical one, the subject here really matters.

Third Priority is Forums: There are very few of us who come here and try help clients with their issue but it will only happen if the above 2 priorities are in control. Sometimes it take days for me to come on here and reply to posts. Though we receive an email of every post in the technical department but forums are still kept for the moderators and Administrators to reply, since chats & tickets are preferred and suggested medium to gain support.

I am just trying to put forward the scenario on how does the support system work so anyone who reads it should be able to decide which medium to choose. However the advantage of posting on forums is, not only our clients but any one in the world having related issue will be able to get help. So it all depends on how urgent is it for you to get the problem resolved.