Am I the only one who seems to be having a long response time on support tickets? Yesterday it was almost over 3 hours on a site that was getting errors.
Today it’s over 30 minutes on a high priority ticket (286525) for a site that is down and has been down at least every 3 days for the last 2 weeks. I’ve contacted support so many times for this site that I’ve lost count. They can’t keep the SQL database up and running for any length of time.
This site has been on JH since 2009 and we haven’t made any major changes to the site in a few years. After your server issues a few months ago, the site was running great for a little while, now it is causing me a huge headache day after day.
What do I have to do to get this site stable again?
And I just tried calling support and there was no answer, it just rang and then disconnected me. Chat is offline. Is there anyone working there today?
Yesterday we were having issues with the billing/ticket system, it was kicking us out of the backend saying it wasn’t able to confirm it’s license. It still works for customers when this occurs, but won’t let us at the admin side do anything (like answer tickets) it is really annoying and it was hit or miss on when it was happening. There would be a ticket, type a reply and it boots you out of the system saying no license. Very annoying, we did figure it out and got a copy of the offline license cached up so it wouldn’t happen anymore then, but keeping a watch on it if such may happen again!
We were around and working, just hampered by the license check. The live chat was online but was also busy due to the ticket desk problem, we’re also working to deploy a new html5, advanced live chat support application over the next month, will be a nice step forward over the current live chat.
Live chat seems to be down and also seems to randomly take the request and just “send a message”?
I know that normally there is an option if you don’t want to wait, but I just clicked the link from the JodoHost home page, filled out the form, and it immediately went to “Thank You”…your message has been sent, etc.