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What will you do if your ticket doesn't replied after 24 hours??
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What will you do if your ticket doesn't replied after 24 hours??

just want to know your opinion about how your handling this situation?

Comments

  • What was the ticket?

    -

  • reply to it with more info if possible. After 24 more hours, try other means to contact the host and if that fails, find another unless the deal is way too good, in which case live with it if your vps is working and the ticket was not critical, try to find workarounds :)

    Thanked by 3kkrajk Devonius Falzo

    Extremist conservative user, I wish to preserve human and civil rights, free speech, freedom of the press and worship, rule of law, democracy, peace and prosperity, social mobility, etc. Now you can draw your guns.

  • th> @rds100 said:

    What was the ticket?

    not a big deal, just asking some info regarding to vps

    @Maounique said:
    try other means to contact the host

    what is this means? you mean by the other way besides of ticket system? or maybe by the message via LET?

  • Other means than the ticket, message on LET, phone if they have one listed, skype, facebook, whatever possible means.

    Extremist conservative user, I wish to preserve human and civil rights, free speech, freedom of the press and worship, rule of law, democracy, peace and prosperity, social mobility, etc. Now you can draw your guns.

  • Well, if the ticket is something like "what is ssh", it is quite possible to never get an answer.
    That's why i asked what was the ticket.

    -

  • DevoniusDevonius Member
    edited November 2014

    @rds100 said:
    Well, if the ticket is something like "what is ssh", it is quite possible to never get an answer.
    That's why i asked what was the ticket.

    lol. it (my question) is not what i can get on the google, and only my provider can answer my question(regarding to my vps) thanks for replying.

    @Maounique said:
    Other means than the ticket, message on LET, phone if they have one listed, skype, facebook, whatever possible means.

    OK I'm trying right now, thanks for the suggestion

  • @Devonius said:
    not what i can get on the google

    You've got me curious now, what is the question!!!!

  • Create a thread on LET? Oh wait, that's what you did.

    Thanked by 2Cakey raindog308
  • @ATHK said:
    You've got me curious now, what is the question!!!!

    something about my vps

    @W1V_Lee said:
    Create a thread on LET? Oh wait, that's what you did.

    why I can't create a thread here? I think it is normal to ask everybody's opinion. And LET is open community! and btw who you think you are?

  • Depends on the host actually. Its a bluemoon when ur ticket gets replied ( not proper resolution) within 24 hrs from bluevm and most hosts from the buff.mafia

    Thanked by 1Devonius
  • Open a thread on LET.

    Thanked by 3ATHK cnbeining Cakey

    This signature wasted 121 bytes of your data allocation.

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  • DevoniusDevonius Member
    edited November 2014

    @upfreak said:
    Its a bluemoon when ur ticket gets replied

    what is bluemoon btw?

    @0xdragon said:
    Open a thread on LET.

    yes, I opened a thread on LET

    Thanked by 10xdragon
  • Devonius said: what is bluemoon btw?

    Metaphorically, a "blue moon" is a rare event, as in the expression "once in a blue moon".

    http://en.wikipedia.org/wiki/Blue_moon

  • @upfreak said:
    from bluevm and most hosts from the buff.mafia

    Oh thanks for make it clear, btw this ticket isn't from bluevm.

  • I will wait

  • it depends on the ticket, the host etc etc.

    As you wont tell us what you asked I can only assume there is a good reason for that, if your question was "can I run windows on your VPS packages" and its an OpenVZ package the host probably just exhaled for 4 or 5 seconds and decided not to reply.

    But you know if it is not something service affecting and it really is just for info, why do you care?

    You are not asking for support so perhaps the prioritized actual support over none service impacting info only questions.

    To answer your question, you should wait another 24 hours.

    Thanked by 1Devonius

    I am no longer active here, find me at https://talk.lowendspirit.com (Just like LET without the scams)

  • Call the provider.

    Opinions expressed are solely my own and do not express the views or opinions of my employer.

  • rajprakashrajprakash Member
    edited November 2014

    @Devonius said: What will you do if your ticket doesn't replied after 24 hours??

    I will wait.

    Signatures are to identify who I am. I'm me. Who the hell are you?

  • jcalebjcaleb Moderator

    said: just want to know your opinion about how your handling this situation?

    i will pack up my things and find another host

  • LeeLee Member
    edited November 2014

    @Devonius said:
    why I can't create a thread here? I think it is normal to ask everybody's opinion. And LET is open community! and btw who you think you are?

    You could also try get your Mom to call them, the fact you can't handle something like this without opening a thread suggests you need her support.

    Provide little info get little help.

  • Open 500 more tickets and keep spamming their live chat (if they have one).

    Thanked by 1Devonius
  • BradBrad Member, Provider

    @GIANT_CRAB said:
    Open 500 more tickets and keep spamming their live chat (if they have one).

    That would certainly help, right?

  • @Devonius As someone who has some experience in service desk, please consider several thing when you are submitting a ticket to any service desks:

    • Some companies uses the SPOC method (Single Point of Contact) where you don't have to choose what department you are going to reach, the support staff will determine and distribute your ticket/call to the appropriate recipients.
    • Some companies separate Service Desk into several department from the beginning (Billing, Sales, General Tech, Software Tech, Network Tech, Hardware Tech, etc)
    • Please pay attention to the Service Desk working hours (do you live in the same time zone?)
    • What department you are going to reach (most billing departments usually open from Monday - Friday 9:00 - 17:00)
    • Sales department usually opens 7 days a week 9:00 - 17:00 normal season, but deployment of services only carried out on working days.
    • Tech department in some expensive services usually opens 24/7 with no more than 10 minutes response time and 2-3 hours resolution time as each department has their own Operation Level Agreement (OLA) to fulfill their Service Level Agreement (SLA).
    • Some less expensive services also opens 24/7 and will answer promptly, be it using bot or cheap support from planet Mars, but resolution time usually depends on the availability of the related tech (there are no Martian around here, are there?).
    • Some Low End providers provide support for unmanaged service only within the "Best Effort" boundary.
    • There are several degrees in handling tickets critical, high, normal, and low. Network issue usually classified as critical, hardware as high, billing as normal, sales as low - normal.
    • Write your ticket clearly stating your request, and if there is no language barrier, write it politely. If language barrier is your concern, please state that the language is not your mother language, so to avoid misunderstanding.
    • Never ever spam the service desk with multiple tickets for the same issue. If your ticket is not answered in a certain time frame, try other media (phone, fax, life chat, irc, etc).

    To conclude this, you might not get proper answer if you don't write proper request/inquiry.

    Cheers!

    Happy to be alive and kicking!

  • AmitzAmitz Member
    edited November 2014

    I would simply burst into 1,000 pieces and my wife would have to clean up the mess. Yes, that would propably happen. Serious answer? See above.

    Thanked by 2vRozenSch00n AuroraZ

    For those who care:
    You can now find me at https://talk.lowendspirit.com or https://www.hostballs.com

  • I'd open a thread right away on LET. Seems to be the protocol.

    You can spam me with any yearly shared hosting deal.

  • TheLinuxBugTheLinuxBug Member
    edited November 2014

    I will just leave this here..... How to contact support properly

    Cheers!

    Thanked by 1vRozenSch00n

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  • Amitz said: I would simply burst into 1,000 pieces and my wife would have to clean up the mess. Yes, that would propably happen. Serious answer? See above.

    This has to be the best answer right here. I mean seriously we all just set here waiting for people to send in tickets so we can answer them now don't we? We have no life away from the screen at all. Things do not happen in the world.

    Yes I know most hosts have people to answer tickets but things happen and if it is not mission critical I would not worry about it. If the server is down then yes I would expect some communication but even then I expect some one to be on the problem fixing it as well.

    Excuse me if I seem a bit of an ass but I am sick of people lately and their I am more important then you crap as of late.

    Catch me over at Primary DNS. If you want to chat I am done with this cesspool.

  • DevoniusDevonius Member
    edited November 2014

    @GIANT_CRAB said:
    Open 500 more tickets and keep spamming their live chat (if they have one).

    love this method, but I afraid the provider will feel I'm too bothered, I opened 3 tickets until now regarding to my question.

    @vRozenSch00n said:
    Devonius As someone who has some experience in service desk, please consider several thing when you are submitting a ticket to any service desks:

    • Some companies uses the SPOC method (Single Point of Contact) where you don't have to choose what department you are going to reach, the support staff will determine and distribute your ticket/call to the appropriate recipients.
    • Some companies separate Service Desk into several department from the beginning (Billing, Sales, General Tech, Software Tech, Network Tech, Hardware Tech, etc)
    • Please pay attention to the Service Desk working hours (do you live in the same time zone?)
    • What department you are going to reach (most billing departments usually open from Monday - Friday 9:00 - 17:00)
    • Sales department usually opens 7 days a week 9:00 - 17:00 normal season, but deployment of services only carried out on working days.
    • Tech department in some expensive services usually opens 24/7 with no more than 10 minutes response time and 2-3 hours resolution time as each department has their own Operation Level Agreement (OLA) to fulfill their Service Level Agreement (SLA).
    • Some less expensive services also opens 24/7 and will answer promptly, be it using bot or cheap support from planet Mars, but resolution time usually depends on the availability of the related tech (there are no Martian around here, are there?).
    • Some Low End providers provide support for unmanaged service only within the "Best Effort" boundary.
    • There are several degrees in handling tickets critical, high, normal, and low. Network issue usually classified as critical, hardware as high, billing as normal, sales as low - normal.
    • Write your ticket clearly stating your request, and if there is no language barrier, write it politely. If language barrier is your concern, please state that the language is not your mother language, so to avoid misunderstanding.
    • Never ever spam the service desk with multiple tickets for the same issue. If your ticket is not answered in a certain time frame, try other media (phone, fax, life chat, irc, etc).

    To conclude this, you might not get proper answer if you don't write proper request/inquiry.

    Cheers!

    thanks for the detail, but I think 24 hours is more than enough to reply a ticket, isn't it?
    how to know that the cs is outsourced or not? any clue?

  • trewqtrewq Administrator, Moderator, Provider

    @Devonius said:
    thanks for the detail, but I think 24 hours is more than enough to reply a ticket, isn't it?

    If it's a stupid question the host probably just can't be bothered. What was your question?

  • DevoniusDevonius Member
    edited November 2014

    @trewq said:
    If it's a stupid question the host probably just can't be bothered. What was your question?

    my vps got suspend suddenly and i ask why but yet no reply. i paid annually, my vps did good past 3 months, uptime 99.X, but it is down now... But I have some vps with this provider, and only one down, so I asked why.
    ps: my other vps still online.

    @jcaleb said:
    i will pack up my things and find another host

    but i paid annually, I can't leave like this.

  • Devonius said: thanks for the detail, but I think 24 hours is more than enough to reply a ticket, isn't it?

    how to know that the cs is outsourced or not? any clue?

    In case like suspension, usually the provider notify you with information relating to what causes the suspension, and if they want to resolve the incident they usually put a line in the e-mail "please contact support to unsuspend the service".

    If you don't see the similar line as above, it means that you have violated their TOS/AUP that subject to termination of service. Read again their TOS/AUP whether they have the rights to terminate your service without notice if you violate certain rules such as causing their IP blacklisted (IP cleaning range from $0 - $250 if I recall it correctly) or your service is compromised that caused your server to be used to carry out DDoS attack.

    As the lender of the last resort, try to call them by phone and avoid spamming the service desk, as your ticket will directly go to the spam bin.

    Most of companies today outsourced some of their services to third parties, to spread risk and to avoid hassle in managing certain areas.

    Companies providing expensive services usually outsource their service desk to other companies and pay a large sum of money, and they have an Underpinning Contract with the third party to ensure they meet the minimum Service Level.

    Smaller companies usually outsource their service desk to reliable individuals so they can maintain the cost and get reasonable services.

    Small companies usually do it in-house, and after working hours or holiday, they rely on automated monitoring system and answering bot.

    It's not easy to tell whether a service is outsourced or not, but the most important thing is "treat the service desk personnel the way you want people to treat you", so they would be eager to help you.

    PS. if your service is in say, USA, try to use American idioms in your ticket. If they get confused, most probably the service desk is outsourced abroad.

    Thanked by 1Devonius

    Happy to be alive and kicking!

  • DevoniusDevonius Member
    edited November 2014

    vRozenSch00n said: In case like suspension, usually the provider notify you with information relating to what causes the suspension, and if they want to resolve the incident they usually put a line in the e-mail "please contact support to unsuspend the service".

    If you don't see the similar line as above, it means that you have violated their TOS/AUP that subject to termination of service. Read again their TOS/AUP whether they have the rights to terminate your service without notice if you violate certain rules such as causing their IP blacklisted (IP cleaning range from $0 - $250 if I recall it correctly) or your service is compromised that caused your server to be used to carry out DDoS attack.

    As the lender of the last resort, try to call them by phone and avoid spamming the service desk, as your ticket will directly go to the spam bin.

    Most of companies today outsourced some of their services to third parties, to spread risk and to avoid hassle in managing certain areas.

    Companies providing expensive services usually outsource their service desk to other companies and pay a large sum of money, and they have an Underpinning Contract with the third party to ensure they meet the minimum Service Level.

    Smaller companies usually outsource their service desk to reliable individuals so they can maintain the cost and get reasonable services.

    Small companies usually do it in-house, and after working hours or holiday, they rely on automated monitoring system and answering bot.

    It's not easy to tell whether a service is outsourced or not, but the most important thing is "treat the service desk personnel the way you want people to treat you", so they would be eager to help you.

    PS. if your service is in say, USA, try to use American idioms in your ticket. If they get confused, most probably the service desk is outsourced abroad.

    I just write my blog in that vps and nothing about spamming. but I'll communicate with the cs first to make sure what happen. Because it counts as cheap vps so i think he doing support by himself. And yes, I treat the support nicely. thank you for explaining

    Thanked by 1vRozenSch00n
  • matthewvzmatthewvz Member, Provider

    Always run to LowEndHelpDesk

  • You really need to tell us who it is, that will then provide a more precise response in terms of support responses and ability.

    Of course if it's GVH I can understand why you would not say as you will get terminated. I suspect that is probably who is it.

  • @W1V_Lee said:
    You really need to tell us who it is, that will then provide a more precise response in terms of support responses and ability.

    Of course if it's GVH I can understand why you would not say as you will get terminated. I suspect that is probably who is it.

    he is not GVH. And he already replied and solved my tickets. And no need to suspect further since I won't answer it. Save your time.

  • @Devonius said:

    Glad you got things sorted.

    Thanked by 1Devonius

    Taking a hiatus.

  • You'd be forced to leave if you refuse to contact us first. If you have a legitimate problem that you contacted us about prior to making a post the only thing we re going to do is help you.

    Anyone who thinks otherwise is delusional.

    I work for GreenValueHost customer support. My opinions are my own and do not reflect on the company's views unless otherwise stated.

  • @GVH_Jacob said:
    You'd be forced to leave if you refuse to contact us first. If you have a legitimate problem that you contacted us about prior to making a post the only thing we re going to do is help you.

    Anyone who thinks otherwise is delusional.

    This thread is not about GVH, attention whore.

    For those who care:
    You can now find me at https://talk.lowendspirit.com or https://www.hostballs.com

  • @GVH_Jacob said:
    You'd be forced to leave if you refuse to contact us first. If you have a legitimate problem that you contacted us about prior to making a post the only thing we re going to do is help you.

    Anyone who thinks otherwise is delusional.

    Righto Jonny, thanks for that, run back to WHT though, you are getting a regular kicking over there these days.

  • If my concern is not that urgent, I wait upto 48hrs but if it's urgent, I use the chat service/support if it's available :) Sometimes some companies have toll free skype number

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  • I would not wait 48 hours if I am bothered by some issue, even if not urgent, it might be that my ticket was lost between shifts or overlooked, or something has been done but the ticket not updated, etc. many things can happen, the larger the organization and more people participating in solving the issue, the more things can happen which will prevent a reply being sent in the first 24 hours, so my first reaction would be to bump it after 24 hours or so, only then think of other ways, none of my services are in need of quick reaction, because, if they are important, are already redundant and running some other place, or, if they are not important, a couple of days of downtime will not kill anyone.

    Thanked by 1Devonius

    Extremist conservative user, I wish to preserve human and civil rights, free speech, freedom of the press and worship, rule of law, democracy, peace and prosperity, social mobility, etc. Now you can draw your guns.

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