no one around the desk?

[RS #ARS-71027-788] takes 11 hours to get first reply

[RS #BLS-39475-806] 12 hours and still NO answer


support seems going down and down :(

will this thread be removed?
 
BLS-39475-806 is replied by Neeraj at Date: Thu, 09 Feb 2006 05:31:11 -0500
ARS-71027-788 is replied by me at Date: Thu, 09 Feb 2006 17:15:33 -0500 and waiting for your reply.
As per ticket ARS-71027-788, the issue is syntactical error

Microsoft JET Database Engine error '80040e14'

Syntax error in FROM clause.

/web_newmsg.asp, line 7
 
wow you did not notice the pedning ticket?

Actually I meant this ticket Ticket ID: DEW-86301-730

14 hours, no reply
 
ticket DEW-86301-730 is for win14, this is new server and still few components are left to install.
We are installing required components.
 
Hate to admit it but I've had a ticket not replied to either for about 12 hours now. (ILW-69343-321)
 
[RS #ANX-91125-287] also need to be taken care


next time, if your server is NOT ready, please don;t push it out of the market

"new server" did not explain well about 14 hours support collaps


thanks
 
I'm having problems also on win14. Live chat was not helpful, and no response to a support ticket. Luckily I did this one for my client - if this had been a new client experiencing this I'd be looking pretty bad right now.

The issue is I set up a new stopgap domain, but none of the web or ftp info in the welcome emails works. I can't ftp new files, can't browse to the server.

Any explanation what's happening? Is there some way we can force new setups back onto a properly configured machine?

Thanks
 
yogesh said:
ticket DEW-86301-730 is for win14, this is new server and still few components are left to install.
We are installing required components.

Wow - That's a little worrying
 
Before I address this thread, let me add that NEVER EVER EVER is there "no one around the desk?" We always have at least 2 or 3 qualified techs on shift, at any time. During peak hours.. we have upto 5 techs on shift... We have 3 shifts each day, and never ever is there an unfilled gap.. 24x7x365

serverzb said:
[RS #ANX-91125-287] also need to be taken care


next time, if your server is NOT ready, please don;t push it out of the market

"new server" did not explain well about 14 hours support collaps

serverzb please, you are asking for the chineese language pack to be installed. Things like this take time.. it requires a server reboot which has to be scheduled..

Certain issues can't be answered in 60 minutes.
Also, with regards to language packs and additional components such as payment suites (such as VeriSign), we only install it on a server if the customer requires it. We like to keep our servers "light".

wow you did not notice the pedning ticket?

Actually I meant this ticket Ticket ID: DEW-86301-730

14 hours, no reply

This ticket involves an issue with WebShell, Win14's web-based file manager. It's an issue we have to consult PSOFT on. Sometimes the filemanager has issues on new servers. The issue is fixed now but you need to understand certain issues take time. You could have use FTP in the meantime

Sailor said:
I'm having problems also on win14. Live chat was not helpful, and no response to a support ticket. Luckily I did this one for my client - if this had been a new client experiencing this I'd be looking pretty bad right now.

The issue is I set up a new stopgap domain, but none of the web or ftp info in the welcome emails works. I can't ftp new files, can't browse to the server.

Any explanation what's happening? Is there some way we can force new setups back onto a properly configured machine?

Thanks

Win14 is working absolutely fine and there should be no stopgap, DNS issues. If there is, please open a ticket or give me the ticket ID to a submitted ticket. If you didn't add the Win14 server alias from your CP, that sometimes can cause issues..

Wow - That's a little worrying

Nothing to worry, all standard components are installed and tested. Some additional components such as language packs are required by a few customers, and they are not part of our normal installation routine

Hate to admit it but I've had a ticket not replied to either for about 12 hours now. (ILW-69343-321)

This ticket is about Spam Filtering. There are 2 replies to it by Tanmaya and Yogesh. Such issues are not typical and can take additional time to resolve. Not all tickets can be answered immediately

serverzb said:
support seems going down and down :(
will this thread be removed?

Down and Down? Or maybe customer expectations are going up and up? It seems you want instant responses to rather complicated technical issues :)

Will this thread be removed? Please cite any incident where such a thread has ever been removed. At best, they are moved to their proper section.
 
Yash said:
This ticket is about Spam Filtering. There are 2 replies to it by Tanmaya and Yogesh. Such issues are not typical and can take additional time to resolve. Not all tickets can be answered immediately

Yes, there are two replies BUT the first reply by support isn't until 16 hours after the ticket was sent. I realize that not everything can be resolved in the blink of an eye but there really should have been some communication prior to that. My ticket was on spam filter stopping working on the server and not just a general question. A quick reply to the ticket stating that the team is working on it or something would go a long way instead of dead silence for 16 hours.

Again, this is a suggestion and take it as you will. Support at JH is for the most part still above par for other hosters I've dealt with in the past.
 
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