We really like jodohost. The product is good and if you have issues they always get resolved. I guess my concern is as a reseller the one thing I need is clear and accurate communication, especially when it comes to support. For example, this time, I opened a ticket and received the auto response stating "Expected Response Time: 1 hour(s)". And in about an hour I receive an email that is exactly the same verbiage from emails I received in the past telling me they are working on it and please wait. The issue was resolved 12 hours later.
I would prefer an expected response time of 4 hours and hopefully either completed or at least a response that gives me a time frame. I understand if you have to prioritize tickets, and the small ones you fix later in the day or wait until a specific support crew (grunts) arrives. I even understand the time difference between where I am and where support may be. I would just like real communication in the ticket system, which is why I always come to the forum. Even with live chat I get, "we are working on your ticket" and “we will respond to the ticket when completed†and little explanation. In the forums at least Stephen usual explains why something happens and gives you a better timeframe.
I'll stop complaining, gripping or whatever I am doing; my intent is not to complain. But as a reseller this is something that I feel needs work on. I have considered Dedicated Hosting on a few projects we were facing but never did it and one of the reasons was my concern about getting quick support. If my client would be investing a fair amount of money ever month on a dedicated server they would want immediate support from me, but I can only give what is accessible to me. I am not asking for immediate support, just good communication.
Thanks jodohost.
