Does anyone know what times Burst.net takes calls? I tried to call them and there's no one there, I'm not a customer but I was trying to get through to their sales. I also haven't got a reply from Sean for a day now, is everything okay there Sean, at Burst?

I know i called and got a hold of sean last week around 7pm cst
i think it was not sure if that is the average time tho.

9AM through 5PM EST is when they offer phone support I believe. I've gotten through multiple times today. They are there...

I have reached them at many hours of the day even the middle of the night sometimes (after midnight EST)

AH

One of my receent clients purchased cpanel through Burst. Normally it would take them anywhere from 2 days to over a week to get back to an email (although after the initial response, other responses were very quick). As for phones, sometimes they had someone in until 7 or so pacific but mostly I could only get someone around 7-8 am est time (4-5 pacific). However, when you do get ahold of someone they almost always have a tech nearby and help you really well, although it takes forveer to find anyone.

They now have people there 24/7. However, if you ring into the NOC (option 8), you may not get an answer. The reason for this is a policy that they take a client to resolution on the problem before answering the next call. Even if there are 3 - 4 techs on the phones, you may not get it answered because of a back log. I know this to be fact because I have been on the phone with them several times and heard the phones ring and ring in the background (so I asked). :)

As mentioned in an earlier thread, we are interviewing and hiring more people currently...
We want to make sure that almost every call gets answered...

Sean R.
BurstNET

Originally posted by kwimberl
... take a client to resolution on the problem before answering the next call...

Hope this works for them, but it is ONE of the main reasons why I left. If my server is down and I need to inform someone NOW, I don't care that everybody's on the phone resolving non-critical matters. And if I left it for them to notice that the server was down, it never did get noticed...

So far all my support issues have been solved very quickly and professional once they got to it.

So if they get a quicker response time the support will be excellent!

:)

I just want to post my experience, nothing in favor of BurstNET™ ;)

yesterday i was calling my hosts companies in USA to check weather they really provide 24 x 7 support or not and i was very happy to see somebody was available at burst.net support dep. at 2:00 AM, 4:00 AM, 5:00 AM (new york time).

i feel good about burst. :)

also, when there is night in USA here it is day time so no problem calling my hosts in USA to say HI to them. ;)

by the way i don't call without strong reason. :)

I have not had my dedicated with Burst for that long yet. But I have pestered them more than my fair share, and they have always been very helpful with pretty quick response times.
Keep up the good work.

I would recommend them to anyone right now.

its not whether a company has problems, its how they resolve them, every company that grows has growing pains, its up to that company to address them in a timely and professional manner.

Sounds like if burst is hiring more people they are doing just that.

Yeah... thanks people, I certainly agree that Burst.NET are a good hosting company.

Support is what makes a company 'good', everyone hates it when they phone or e-mail their host and they don't do anything, or just aren't too helpful, but Busrt.NET looks to be going in the right direction. LOL, I'm not even a customer, but I well might be in the future :).

Alan

I had to call Burst twice in the last 2 days (not their fault either time), and got through to a tech both times. Once was at 4:30AM the other time was in the afternoon. Issue was solved promptly. Sean's making good headway on hiring support staff, he just needs to grow an extra head and 4 extra arms for himself, so that he could respond to emails sent to HIM a little faster :)

Alex