Hello,

I have posted a sales ticket to www.nocster.com about 4 hours ago asking some questions regarding an order of a dedicated server. I urgently need a dedicated server, and wanted to place the order and pay once I got an answer. But... there are about 4 hours since my ticket was submitted and i got no response.

I wonder about their support.... If they don't answer sales questions in a reasonable time (ticket was submitted on working US hours), what "answer time" can I expect for a support issue???? Or this is happenning only with me??? Am I asking too much?

Your comments are appreciated.

Zoltan

But isn't the real question what kind of times do you expect for a $99 or $129 dollar a month server?

be patient

They put support before sales

I do not equate the two at all. In fact, some of the best providers I know are a bit slow in sales response and yet provide excellent support. However, I do second what Daniel said.

What do you consider reasonable sales response?

What do you consider reasonable support response? Is this something they even profess to offer?

There are so many different levels of expectation among customers and performance among hosts.

We do not have the same standards for sales responses as we do for tech support. Furthermore, we treat different types of technical issues with different priorities.

The question is what do you consider reasonable? Then try to determine if the provider can meet your requirements. I do not personally consider 4 hours without responding to a sales inquiry or even 8 to be fatal. On the other hand, if your server is down even one hour is severe.

Zoltan,

I just PM'd you, with my reply from almost 2 hours ago. I'm sorry if you didn't get it. I actually have been off of AIM all day, catching up with sales/support issues. Let me know,

Thanks,

I'm not a customer of Nocster's, but I've asked them sales questions in the past and recently this week and the response times have been very good, I always got a reply within 24 hours, but I think it was much quicker than that (I didn't time it :)).

Alan

Originally posted by Incognito
I do not equate the two at all. In fact, some of the best providers I know are a bit slow in sales response and yet provide excellent support.

i agree with this completely. nocster is typically very very speedy on support issues for me. as a current client, i am happy to see that they are answering support tickets faster then sales requests.

Yup their response time is great.

I don't think a sales response is a good way to judge a host. Good hosts will put their existing clients before their potential clients.

I don't think a sales response is a good way to judge a host. Good hosts will put their existing clients before their potential clients.

exactly. As much as I care about new business, I need to support my existing clients even more, and I try my best to do so.

OK, guys, you are probably right. I just wanted some answers before placing my order. I'm going to order now, I just hope everything will be fine...

Thanks anyway,
Zoltan

If you have any inquiries or need support to your host, post it here in WHT, you get more faster reply rather than emailing your support. :D

Originally posted by jeffrylee
If you have any inquiries or need support to your host, post it here in WHT, you get more faster reply rather than emailing your support. :D

Thanks :) . You guys are really great.

I contacted a nocster/burstnet tech guy and asked him a few questions. I asked him why the nocster website wasn't on the cogent bandwidth they would be selling, he changed the subject. I then proceeded to ask if they were really also adding an OC3 link to sprint with that cogent connection, he changes the subject again. I think asked him to give me the ip of a nocster server hosted on the cogent backbone, he gave me 64.191.0.2:

2 t38098-1.uschcg2.bsn.savvis.net (209.44.21.5) 12.324 ms 12.412 ms 12.746 ms
3 at-1-2-0.702.uschcg-j20c.savvis.net (64.241.88.41) 14.465 ms 12.449 ms 17.572 ms
4 500.POS2-1.GW6.CHI6.ALTER.NET (157.130.116.201) 12.665 ms 16.826 ms 12.711 ms
5 117.ATM3-0.XR2.CHI6.ALTER.NET (146.188.209.182) 19.160 ms 12.622 ms 15.877 ms
6 290.at-2-1-0.XR2.CHI2.ALTER.NET (152.63.65.45) 12.982 ms 17.452 ms 12.814 ms
7 0.so-2-1-0.XL2.CHI2.ALTER.NET (152.63.67.133) 13.041 ms 12.636 ms 12.659 ms
8 0.so-2-0-0.TL2.CHI2.ALTER.NET (152.63.67.109) 12.900 ms 12.634 ms 12.552 ms
9 0.so-6-0-0.TL2.DCA8.ALTER.NET (152.63.3.193) 37.955 ms 38.144 ms 37.944 ms
10 0.so-4-3-0.XL2.DCA8.ALTER.NET (152.63.144.30) 38.077 ms 38.263 ms 38.419 ms
11 188.at-6-0-0.XR2.TCO1.ALTER.NET (146.188.162.246) 40.019 ms 38.783 ms 44.575 ms
12 192.ATM4-0.GW8.PHL1.ALTER.NET (152.63.39.205) 42.618 ms 42.484 ms 42.719 ms
13 * * *
14 ge-4-0-core.scr1.hostnoc.net (66.197.191.10) 47.087 ms 46.208 ms 47.034 ms
15 64.191.0.2 (64.191.0.2) 50.263 ms 48.226 ms 48.568 ms

Where does that traceroute go through cogent?


I quote from the site:


The NOCSTER network in our Network Operations Center is connected via Verizon™ & CTSI™ OC192 fiber, with a Sprint™ OC3 & a 100MBPS Metro Fast Ethernet drop from Cogent™, running redundant BGP routing

Is there really an OC3 to sprint? If there is how is the BGP handled? Sprint in & Cogent out or what?

how about me? I still waiting for the reply of my PM to BurstCSM about 3 hours ago :confused:

Hi,

I ordered a server off Nocster a few days ago and it was setup in a matter of hours :D Thanks BurstCSM if you're reading this :D

dk2 - The nocster servers are still utilising the same bandwidth as the BurstNET servers, but will be changed over to Cogent soon.

Regards,

Locutus

I don't beleive they've activated the cogent lines...

Traceroutes in and out of nocster show alter so.. :D

Yes cogent will be turned live in a few days.

Originally posted by Locutus
Hi,

I ordered a server off Nocster a few days ago and it was setup in a matter of hours :D Thanks BurstCSM if you're reading this :D

dk2 - The nocster servers are still utilising the same bandwidth as the BurstNET servers, but will be changed over to Cogent soon.

Regards,

Locutus

Thanks for clearing this up, but does anyone know about the OC3 to sprint?