What has happened to VPS support....

[Welshy]

as the title says..... I`m normally praising of support... but had a vps ticket in for a few days... one response took 7hrs.... and the next 8hrs... support used to be alot quicker than this....

and before people say use live chat... I did, and was told to put in a ticket....

come on guys get the service back to the good speedy replies that we are used too, tickets used to be replied within a max of an hour... sometimes within a few minutes...

[Welshy]

well a further 6hrs has passed since my last ticket reply and it remains unassigned....

[Rsync]

well a further 6hrs has passed since my last ticket reply and it remains unassigned....

Hello,

We apologize for delay in replied. Recently we have changed the ticket board system for more security. We are are still working on this system and everything will work as earlier asap.
I have asked one of our admin to check your issue, you will receive update in your ticket very soon.

[Welshy]

Hi Rsync,

Appreciate you asked someone to look, but the response time from our reply was 9.5hrs, and what was requested in the ticket was unanswered... so 16hrs since the request and nothing has changed.... New helpdesk or not, services to your clients should not change this drastically, I appreciate new software can take time to bed in, but not this much time and the ability to not carry out instructions on the ticket is down to human error and not that of the software.

As a measure, we contacted another provider lastnight for VPS services, an average response time was 25 minutes... that used to be the case here... you guys need to sort this "delay and new software out quickly" as its having a detrimental effect on your support.

[jc8654]

I've also noticed a distinct lack of service ever since the VPS team was merged with the normal technical support. To be blunt, half the time the service would have been more effective if you'd been employing monkeys to fix my problem....

Only when I finally got a top level tech did I actually get anything sorted.

Come on eUK - sort it out!

[ajbird]

Not wanting to give a kicking while you guys are obviously rearranging things.. but I had the most bizzare conversation with on of your chat support personnel...

not the level of support I am used to getting at all.

[Rsync]

Not wanting to give a kicking while you guys are obviously rearranging things.. but I had the most bizzare conversation with on of your chat support personnel...

not the level of support I am used to getting at all.

Hello Andy,

I have searched for your chat logs, but unable to locate it. Can you please forward me the chat so that I can check and take the necessary required action on it.

[Welshy]

frustrated yet again.... 7hrs now for a database copy.... despite chasing up several times.... SNP-674-13312 if anyone wants to look

[Welshy]

well nice to see no response to my post.... we have now lost the client, client cancelled today along with a 2nd dedi server quoted in the week (due o be provisioned next week) has been cancelled by same client... not a very good week

support times need to be looked at urgently....

[Welshy]

Mark (EUKhost), thank you for taking the time to speak to me earlier today, hopefully the conversation will be constructive and support can return to the top quality it used to be.... cetainly seemed positive frokm my seat

Regards

Welshy

[eUKhost.com]

Mark (EUKhost), thank you for taking the time to speak to me earlier today, hopefully the conversation will be constructive and support can return to the top quality it used to be.... cetainly seemed positive frokm my seat

Regards

Welshy

Hi Welshy,

We've had a meeting before some time to improve our service and we have zeroed down on some specific problems, which we need to resolve asap. We are working on a replacement solution for the old Virtuozzo nodes with new Hyper-V / VMWare nodes. Problem with the response time of our support staff will get sorted from today itself, but we will take some time to replace some old Virtuozzo nodes with new nodes.

Our Virtuozzo VPS offerings are under a review now. We will discontinue the Virtuozzo VPS offerings once our testing work gets completed with the eCloud platform.

I will keep you posted. Please be assured from my side.

[Welshy]

Fair play, to his word, Mark advised that support times would get looked at immediately... have just placed a ticket, auto ticket response at 0923 and resolution response at 0926..

That has to be a speed record.... keep up the good work guys... this is the service that we are used too

[euk-rob]

Fair play, to his word, Mark advised that support times would get looked at immediately... have just placed a ticket, auto ticket response at 0923 and resolution response at 0926..

That has to be a speed record.... keep up the good work guys... this is the service that we are used too

One of our biggest assets throughout the years is learning from customer problems.

'Your most unhappy customers are your greatest source of learning' - You will certaintly see services faster than ever before, with new innovations improving old systems of course with the realistic edge you should expect

Thanks for your comments we will surely assure you we are improving, better than ever.

[eUKhost.com]

One of our biggest assets throughout the years is learning from customer problems.

'Your most unhappy customers are your greatest source of learning' - You will certainly see services faster than ever before, with new innovations improving old systems of course with the realistic edge you should expect

Thanks for your comments we will surely assure you we are improving, better than ever.

Welshy has been our happiest customer even in worst times. He hates to complain, but things got bad since we made some changes in our escalation matrix and merged the VPS team with our normal support team. I am glad we could figure out things in time and now we should continue the discipline without fail.

[Welshy]

seems ticket responses have hit the deck again... 4hrs and heard nothing... not until we contacted alex on msn... cant use live chat at the moment.... SLA states a 2hr max guaranteed response time... whats happened to this???

[Rock]

seems ticket responses have hit the deck again... 4hrs and heard nothing... not until we contacted alex on msn... cant use live chat at the moment.... SLA states a 2hr max guaranteed response time... whats happened to this???

Hi Lance,

Can you provide me the ticket ID in question? I'll take a quick look into it & get it sorted out..

[Ben Stones]

seems ticket responses have hit the deck again... 4hrs and heard nothing... not until we contacted alex on msn... cant use live chat at the moment.... SLA states a 2hr max guaranteed response time... whats happened to this???

Hi Welshy,

I am really sorry you've waited longer than necessary for a response...I have asked Jack, one of our senior technicians to look at your ticket just now.

I am really sorry for the inconvenience caused.

Kind regards,
Ben.

[Welshy]

Hi Guys.. have already stated that alex is looking at this for me...... so no need to assign anyone to this... just wondering why tickets take so long, they used to be a great response time.

I would also like to point out that this is not a vps one this time... as per original title

[Rock]

Hi Guys.. have already stated that alex is looking at this for me...... so no need to assign anyone to this... just wondering why tickets take so long, they used to be a great response time.

I would also like to point out that this is not a vps one this time... as per original title

Hi Lance,

Sorry for delay in response, we've replied to your ticket. Our helpdesk is flooded with recent CentOS 4 upgrade, PHP upgrade and recent SSH restrictions applied on the VPS servers, so all of our support technicians were & are busy performing these server migrations, application upgrades and patching tasks... Your ticket, along with the others, was in the queue waiting for it's turn to be worked on.

[Welshy]

ticket answered today within 10 mins...... a massive difference to a month ago... thats what I call service.... keep up the good work guys

Welshy