Need answer for Trouble Ticket

G

Gunner

Guppy
I have a mail server down and put in a ticket: # 777877 I sent a response at 9:00 AM after they said it was fixed and it wasn't and I have not heard back and I was wondering if someone is working on it. Until it's fixed my customers site is effectively down.

Please answer ASAP!

Thanks
 
Is everyone gone for the weekend?

This non-communication is ridiculous! it's been almost 12 hours since I last heard from anyone! This is unacceptable!

I submitted another ticket asking about the first ticket and that one has gone unanswered also!

Come on I need Help and shouldn't have to beg for it, but I'm begging you now, begging you to please fix this issue ASAP!!!!!!!
 
My Anxiety level is high and my customer is super pissed and wants to know why I would be with a company the says it has 24/7 support and doesn't and I now have to ask myself the same question.

You do not monitor your tickets or the forum and do not keep people informed, so you tell me why I should stay!
 
I got news for you! Sending an automated response the first time a ticket is opened IS NOT 24/7 support. Having techs who work weekends and nights the same as those who work during the weekday is 24/7 support. So how can you advertise 24/7 support? I still want to know why I should stay!
 
You still have not answered my two questions.

1. How can you advertise 24/7 support?
2. Why should a stay with JodoHost?

It was pretty obvious that the ticket wasn't answered until 9:00 am Monday, India time, so that tells me you do not have real support on the weekends hence no real 24/7 support.
With that said; Why should I stay when you have false advertising? How can I tell my clients you do when you don't?
 
We have techs staffing 24/7 and the forums here are not an escalation method. use HELPLINE /AT/ jodohost.com to escalate a ticket if you need such to happen. This goes to on shift and operational managers as well as executive staff.
We had techs in all day long, live chat, phone, and ticket.
There was no mail server down at all, none were down in any way, simply a wrong password being used making the account not send mails.

We also have live chat where staff were available and working, as they chatted with numerous clients today and even asked me a few questions about matters of technical details. There is absolutely no false advertising (staff was available, and was answering tickets too), nor mail servers down.
 
And it still took twelve hours to figure that out? I did not change any password and i'm pretty sure the client doesn't even know how. I was at the support site (https://billing.jodohost.com/clientarea.php) looking for live chat and couldn't find a link to it or a number to call nor anything that said to use the helpline email address. All I could see to do was open another ticket or post on the forum. So where in the client area support does it tell me all that? BTW the knowledgebase is empty.
 
I haven't been to the main site since I signed up. Maybe you should think of adding it and a support number in the client support area. Anyway, I gave my client a month of free hosting to compensate him so all's good now.
 
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