I use their forums to try and get some help on certain issues, so far two posts, but what the heck? no one ever replies... and I am surprised at the small amount of posts/replies on the forum when compared to the amount of people that actually use cPanel.

Whats going on there? and is there a better way to get cPanel support than the forum?

Tried submitting a support ticket :)

1. Support requests should be made to your distributor and NOT cpanel. cPanel direct support should be a LAST resort only
2. The cPanel forums is not a good way to get official support, you'll mainly get replies from users
3. If your distributor can't help you, or tells you to contact cpanel for support. Let cpanel know this, they will have a talk with your distributor and I'd also suggest finding a new distributor while your at it.

So distributors have to be responsible for all the cpanel bugs?

Originally posted by sprintserve
So distributors have to be responsible for all the cpanel bugs? That seems to be the case now. I have had two CPanel issues in the past month which the Datacenter handled and submitted tickets to Cpanel on immediately. Both issues took CPanel two days + to resolve.

Not very encouraging support from CPanel...

Yes. I had an issue with that. So I no longer bother submitting them to the data center (we are talking about the same one I think). I submit directly to Cpanel myself, and cut out one layer. And it's not really the norm I think or should it be.

I haven't tried submitting directly to CPanel so I'm not sure if it's any faster. Has it yielded a faster result for you?

CPanel is not going to be handling support tickets from end users anymore I don't believe though.

Imagine how many tickets cPanel must get daily and imagine how many techs they have.

Some problems can be quite serious aswell and can take a while to resolve.

They will get round to it, dont worry about that.

Some problems can be quite serious aswell and can take a while to resolve.
They will get round to it, dont worry about that.

Isn't that the case always? but as time progresses, wouldn't you think a company like cPanel would have a knowledge base for its customers (which I do not see).

That seems to be the case now. I have had two CPanel issues in the past month which the Datacenter handled and submitted tickets to Cpanel on immediately. Both issues took CPanel two days + to resolve.

Not very encouraging support from CPanel
What channels of communication did you go through with cPanel? not the forum I bet. Please let me know. And about your second comment, very true and yet so sad. I don't get these big companies that make loads of money and at the end just don't get it with us customers.

3. If your distributor can't help you, or tells you to contact cpanel for support. Let cpanel know this, they will have a talk with your distributor and I'd also suggest finding a new distributor while your at it.
actually my data center/ distributor told me to contact cPanel directly, thats why I did what I did... RS :(

cPanel should be providing the support I think, they make enough money to provide support to their clients.

I might have this wrong but I thought CPanel was going to stop providing support directly to the end users. You must go through the actual distributor/license holder to submit a ticket.

That is why the datacenter handled this on my behalf, or I would have submitted a ticket directly to CPanel. Of course I searched their forums looking for an answer to both problems, I did in fact find similar issues on the CPanel forums. Those similar issues were also unanswered on their forums.

These issues were not system critical, one caused quite a few problems but the other was not as critical. That may have had something to do with the response time of the one issue.

You can submit directly. Or at least the last time I did submit directly they did reply. The feature is on their website and in all your WHM as well.

Time wise... I don't think it's an improvement. It's about the same. But I don't see why I have to bother explaining to a party that's just a messenger.

In any case, there's very few Cpanel problems that I can't solve nowadays or workaround. I have not needed their support in months.

Originally posted by sprintserve
So distributors have to be responsible for all the cpanel bugs?
Bugs and support requests fall under 2 different categories really. I don't see a problem with going to the source for a bug report.

But support, well,
I think this post by cpaneljosh basically sums it up: http://forums.cpanel.net/showthread.php?s=&postid=74058#post74058

Well most data center just charge the price they get from Cpanel. I don't see how they would be motivated to provide the support.

I have always had good luck with CPanel support. I usually get a pretty quick response. They will even login to your box and take a look at problems....

I've used their forums before many times and find it very helpful. Many users are very willing to answer your questions. But try submitting a ticket, they usually respond in a day or 2 for me :)

Originally posted by Haze
Bugs and support requests fall under 2 different categories really. I don't see a problem with going to the source for a bug report.

But support, well,
I think this post by cpaneljosh basically sums it up: http://forums.cpanel.net/showthread.php?s=&postid=74058#post74058 That post by Josh is where he says that you are supposed to go through your NOC first to submit a ticket (even though the option is still in WHM). I sure don't do it to add an issue for the NOC, but because I thought that was the procedure.
Ticket resolutions in a day or two are fine, providing they are not critical issues...

I've always gone directly to Cpanel support, as I mostly get my servers unmanaged, with Cpanel at cheap pricing, so I think it's unfair to bother my providers.

I do mostly try to get an answer on their forums or here first though.

Usually takes them 24 hours to answer tickets. Never had to wait 48 hours for a response and 24 hours IMHO isn't bad as everything I've submitted was rather minor.

For basic, easier issues, they answer pretty quickly (within 24 hrs). However, when you get to something more complicated, like, say...oh, just about anything I'd ever bother them with, it takes quite a bit longer to be able to get one of the top techs to figure it out.

Once they show up though, they are damned impressive. They've helped us out of a couple of ugly jams.

I have found cPanel tech support to be awesome. I've received 5-20 minute replies :)

I think I'll weigh in and give our official stance on support. We have four different categories of support when you submit a ticket and it can fall as one of the following:

Technical Support - Our standard tickets. This is any general problems you may be encountering. About half of these tend to be from end-users and I would say about a quarter are not even cPanel-related. We try to aim for a 24-hour turnaround on these tickets but we cant always achieve that. Some tickets have to be escalated to senior tech support or even development which can increase the resolution time.

Billing/Sales Support - These tickets are handled by our account administrators only and are generally resolved within 24 hours. Some functions require credit checks and may take longer. If that is the case they usually notify the customer.

Bugs - These tickets are specially-marked and verified by our technical support. Once verified, they are sent to development where they are resolved in the order of their severity. This can range from a couple of hours to a couple of months.

Feature Requests - These tickets are specially-marked and are handled by our developers only. There is no time limit when these tickets will be responded to. Feature requests will be added when they are feasible.


End-users should be requesting support from their NOCs first before approaching us. (Except in the case of bugs/feature requests) If they are unable to get the support they need there they should also check our forums http://forums.cpanel.net/ to see if the situation has been previously resolved. THEN if there is still no resolution they should submit a support request to us.

At this point we are responding to any/all support requests that come in, and it is very rare that we turn someone away for abusing our support. What was previously mentioned here that we are trying to rack up charges for support is not true -- we offer our support free-of-charge and it is actually costing us money to provide. We do it so that we can get the feedback on what is wrong with our product in a timely and controlled manner.

All i can say is the support has gotten a lot better over time

I've noticed a big difference in the response time lately.