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123systems.net - down since 3 hours - no ticket replies
| Posted by proxymen, 03-31-2012, 02:11 PM |
restarted the server.....
did every possible thing.....
contacted their support.... but no reply.... i have updated the ticket 5 times but still no response  |
| Posted by Kyrt, 03-31-2012, 02:38 PM |
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You too huh. Their entire website was 'down' for me for a while. Resetting my router fixed that problem, but you've probably got other issues. So long as you're here venting, could you elaborate a bit more on your problem? (They do have a guy who peruses these forums periodically, after all.) |
| Posted by proxymen, 03-31-2012, 02:56 PM |
the vps is still down.....
ticket no. 686595 still not replied |
| Posted by proxymen, 04-04-2012, 09:33 PM |
again server is down from past 5 hours.....
i am loosing all traffic built from several years....
are there options for good, cheap vps which will allow web proxies....
i guess i will have to change my vps now |
| Posted by proxymen, 04-04-2012, 09:41 PM |
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and the best past of 123systems is that they closed my ticket with replying.... very unprofessional.... |
| Posted by 123Andrew, 04-04-2012, 09:48 PM |
Quote:
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Originally Posted by proxymen
and the best past of 123systems is that they closed my ticket with replying.... very unprofessional....
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You were told that a fsck was being performed on the server, your ticket was not closed until after it was answered. |
| Posted by proxymen, 04-04-2012, 10:09 PM |
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my two tickets which were opened on april 1, were closed without replying.... |
| Posted by proxymen, 04-04-2012, 10:12 PM |
also i had sent you a pm on this forum which was also not replied....
i have still not received the reason for downtime on 1 april and no compensation till now.... do u want the ticket numbers which i had opened ? |
| Posted by 123Andrew, 04-04-2012, 10:23 PM |
Quote:
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Originally Posted by proxymen
my two tickets which were opened on april 1, were closed without replying....
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31/03/2012 15:49
31/03/2012 13:13
31/03/2012 12:26
31/03/2012 12:24
31/03/2012 12:14
31/03/2012 12:03
31/03/2012 12:03
31/03/2012 12:03
31/03/2012 11:58
31/03/2012 11:42
This is the number of times you bumped that ticket from the time-frame you opened it and your last reply. When you bump your tickets they go right behind everyone else. Support is completely fair share and that's reasonable considering we are a completely unmanaged provider.
You don't bump your tickets over and over to get information, and you certainly do not bump them over and over if you want something fixed. This will do nothing but slow down the process.
Your problem from April the 1st was resolved but you did not receive a reply because you continued to bump your ticket over and over.
If you want information, then I highly recommend opening a new one and not bumping it with non-helpful information until you receive a reply. If you want SLA for the downtime then follow the same procedure. You should not expect managed support and managed response times from a budget unmanaged provider. |
| Posted by proxymen, 04-04-2012, 10:54 PM |
bumping can't be the reason for not replying... its a lame excuse.....
i bumped the tickets cause i was loosing my hard earned visitors....
once the visitors find the site down they dont come back again.... |
| Posted by 123Andrew, 04-04-2012, 11:04 PM |
Quote:
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Originally Posted by proxymen
bumping can't be the reason for not replying... its a lame excuse.....
i bumped the tickets cause i was loosing my hard earned visitors....
once the visitors find the site down they dont come back again....
|
That's completely understandable and this isn't what we want to happen to you. But you have had no downtime complaints except for this one in the past 163 days which goes to show that we do provide pretty decent uptime overall. A few hiccups here and there? It's going to happen, no matter where you go and no matter who you choose to buy your product from.
The downtime today was because of a fsck, these things happens and when they do the only thing you can do is sit and wait for it to finish.
I hope I've explained this well enough for you and if not I'll be here for the next couple of hours and will be glad to answer any of your questions via a private message or by email (if you still have any).
Quote:
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Originally Posted by proxymen
bumping can't be the reason for not replying... its a lame excuse.....
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It's not an excuse, a ton of providers answer tickets on a first come, first serve basis and we are no exception. You sat there and bumped it over and over thus resulting in your ticket being put behind everyone else. |
| Posted by kpmedia, 04-05-2012, 08:28 AM |
Quote:
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Originally Posted by proxymen
bumping can't be the reason for not replying... its a lame excuse.....
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That's how WHMCS and Kayako queues work.
It's not an excuse.
If you want a queue to work differently, you have to write your own. (I did this for a non-hosting support desk.)
But that comes with its own issues.
.
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