Support Issue

Customer Support Customer Only Discussion
1

Hi,

I had a problem with my email yesterday. All mail sent to my alias domain was getting rejected. The ticket number is HLV-17252-398. It was finally resolved a few minutes ago, but it took over 24 hours to fix a simple problem. I was repeatedly told give us a few hours for this. It finally took me refusing to leave a chat session until it was fixed. I’d really like to know why it took so long to fix a problem that should have taken very little time to fix. As a matter of fact it was fixed in a matter of minutes once the support person on the chat decided to fix it right now.

I rarely have a problem with Jodohost, but being without email, and being put off for 24 hours for a simple problem was quite irritating and I thought someone should know.

Regards,

-Jim

2

Jim, I apologise for that.
The issue you had experienced was a level3 issue that Deepak (a senior linux admin had to resolve). Hence it had to be looked into by a senior admin (deepak finally resolved your issue).

Live chat is a very busy medium for support. But once you are told something is going to be followed up on, it should and will be followed up on. But since its urgent and you insisted, Deepak took care of it right away on chat.

However yes, no one resolved your ticket in 23 hours. That is an obvious mistake on our part. I apologise for that and I am looking into it. We do have one level3 tech during every shift.. so while these issues take longer, they really shoudn’t go unanswered for so long