Quote:
Originally Posted by Sausage
Agreed, you need to keep on them.
They don't have enough support staff to cater to their clients. You have to really keep on them and work at it.. multiple tickets are probably annoying for them but unfortunately it helps.
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We have enough support staff and you should never need multiple tickets for an issue. Normal ticket response time is under an hour, of course some are over.
People often like to compare our support to hosting support, however it's apples to oranges. We deal with more complicated issues. "Please add this new virtual host" is a 30 second support request that a very non-technical person could handle. On the other hand, the support we need to provide is vastly more complicated and involved.
Therefore, sometimes responses take a bit longer, especially on the more complicated tickets. Compared to many software providers in the mainstream world who will often send you a canned response after 3 days, we provide phenomenal service.
If you have any specific issues, you are always welcome to contact me & I will take a look at them.