Turnaround time for hosting support - NatNet and others
 

What is the average turnaround time for support with your hosting company?

Lately, mine has been sluggish and I am considering a move. I don't want to move, but sometimes I have to wait hours, even overnight, to get questions answered.

It's a dedicated plan at a host with a very good reputation, so I want to wait a little longer to see if there's improvement. Still, I want to know if this is normal everywhere, so I know if I should bother switching.

Right now, moving to National is very tempting, but I don't want to be hasty. They advertise an average 17-minute work order and that is very appealing. Can any current NationalNet customers confirm that?

Thanks for your comments.

I use PacificRack. I manage my own box, but anytime I've needed assistance, support has so far always responded within 20 minutes.

I've been using natnet for years, and I can't even remember a time when it took longer than 10-15mins for a ticket to be assigned to a tech.

Phatservers has been consistently under 10 minutes for me.

www.mojohost.com 24/7 Id say always under 15 mins, not even bothered to check cause they resolve anything fast and satisfactory

i get great service from oc3
at other places i host..its like they could careless...one place mentioned here in this thread...my shit has been broken for a week, and i keep getitng zilchin the wya of support from them

i mean nothing..they respond to emails, but no help offered, no direction pointed..notta...zilch nothing


oc3 however...is on the ball and gets shit done

Thank you for the answers.

My question would be specifically for managed services. It's been a day and two nudges, but I've yet to get a status update in the ticket system and no reply on ICQ either

I've been a customer for a just month or two, and can't help but feel my status as a newbie pushed my tickets to the bottom of the pile. I don't want to believe that, and hope it's only a matter of understaffing and will improve, but it's holding up a few things and decision making.

Phoenix, can you please PM me with the name. I also do not want to trash anyone publicly, but I want to know who you have had problems with. Thank you.

mojohost updates their ticket system as soon as they reply and thats fast, like I said within 15 mins normally, you can issue a status there which is a great system Ive never seen before, 5 means no hurry 1 means itll page all reps

if you go with a new host get one that has GOOD support, mojo was the first who moved all our content in 2 days, I leaned back and they did the trick at no extra cost. Amazing.

Im sure other hosts are good too, its just were happy, you choose a host for an X amount of years at least imho.

Mojo has always reps on icq and duty, just checked icq and one rep is there, I can hit him up and hes gonna reply immediately, thats how we want it and it should be.

yes, its usually faster than 17 minutes....even on weekends and holidays

NationalNet's policy is to answer all tickets within 5 minutes and all phone calls within 3 rings. We offer 24x7 support by qualified, skilled technicians, both via web and phone. Of course, every problem cannot be corrected within 17 minutes, sometimes it takes hours to do things like transfer all your sites from an old webhost, but for your average requests like adding a domain or installing a script, we are generally much faster than that.

Please get in touch with me on [email protected] or [email protected], we have some specials running and I would like the opportunity to provide you with a price quote based on your requirements and discuss moving you to our award winning hosting!

cheers,
Luke

I host with TechieMedia for several years now and all I can say is their support is by far the absolute best in the biz. Tickets are assigned to a tech in under 5 mins for routine support but if I have an emergency I can get 1 of many different people on icq or phone instantly. TechieMedia Rocks !!!

less than 30 min

I'm with www.techiemedia.com and mostly it's because their support is the best in the biz and I have been with most of the well known hosts that post here. Techies support is like nothing else I've experienced with another host, tickets in like 2-5 mins to get assigned to a tech then depending on the issue 20 mins or less to complete, well not including a major script troubleshoot or site move. These old school guys know their shit.:2 cents::2 cents::thumbsup

17-minute waiting time with national-net??? We have been with them for 8 years and the longest turn around time, hmmm lets see, 2 minutes! You can't go wrong with National-net!!!

Cheers

ChrisL
http://www.thaichix.com/

like some guys already said...about 5 min with techie media

Im with natnet as well, hmm, i never had any 3 minutes ticket, its always has been about 2 minutes, but thats not important, whats important is they actually work on your issue right away after they answer your ticket, not like answer the ticket and the thing never gets done and its 24x7 sunday monday around the clock makes me feel very secure. Another plus is the support is always accommodating about anything under the sun about your server and scripts.

I have a dedicated server with Natnet and on the rare occasions I need to ask them to do or look into something, I would conservatively estimate the turnaround time from submitting a ticket to getting a reply to be in the 3-4 minute range. I can definately confirm Ive never had to wait 17 minutes before.

I'll second that. Even on holidays.

I've never waited anywhere close to 17 mins. I'd think hell had frozen over if it took them that long to do anything (other then when I've had bigger drives put in my servers).

I couldn't agree with you more, I have been a customer since they started and I watched them grow into the powerhouse that they are today!

With over 40 techs on staff to assist you, they clean up on tech support!

If you really want an amazing hosting company I would give www.techiemedia.com

There is a reason they have grown to be one of the largest hosting companies in the biz and its all word of mouth growth! they don't run advertising all over the board and resource sites. There growth is from happy clients sharing their experiences

At Mojohost, if you have a serious server issue, they will be on it in under one minute. My buddy had a ticket replied to yesterday, saying that they were on it, in 32 seconds.

I agree. In 9 years at NatNet reponse times have always been just a few minutes at most. :thumbsup

EXACTLY... Very Fast!

I think the guys have things in their system tray now that make fog horns go off when a new ticket comes in. LOL

Glad you're all so satisfied. We sure give it 110%!

Cheers,

Brad

If your host does not offer 24/7 on site support, you should not be using them

We have some boxes at Natnet now an they have been great and we are setting up a couple at Righthosting now too. Don't want all of our eggs in one basket.

NatNet is the bomb.
I tried a few hosts in my days and I can tell you NATNET is seriously THE BEST.

Under 17 minutes 100% of the time. We have numerous boxes with NatNet and the best thing, IMHO, is that every now and then we may be having with a script problem or whatever and they will go out of their way to help. And if I'm not making sense in the tickets I can call up 24/7 and the guy answering the phone is more than eager to help me out step-by-step!

I think their techs get caffeine through intravenous supplements.

Absolute Top Notch!