Hey:
has anyone else noticed that tranxact/dv2 is not as on the ball on the weekends as they are weekdays. I really was under the impression that they offered 24X7 support, but in the last three weeks, I have been let down twice (both weekends) by Tranxact. Usually they are great, and weekdays they are awesome, but three weeks ago it took nearly 12 hours to get a response (36 hours for repair -- I mean, that was such a bad situation, I won't even dare to describe it) to a Emergency ticket, and today it has taken 5 hours so far, without any contact at all. I have left voice mail to Jeff (their 800# doesn't reach all the way to Ottawa :-) )

I don't want to hear from competitors or folks that have axes to grind. This is a serious thread to gauge real user feelings -- I will move from tranxact if that is what it takes, I'd rather not becuase I like the network and yes, even the folks that work there -- but my concern is serious about how much one can rely on tranxact.

What I want to know from Txg clients is - am I the only one that has noticed a serious change in support? I would pay extra for emergency situations if it meant I got support in an hour or two or three. I didn't go with Tranxact because of price -- I went there for all the great feedback they got here, and becuase my previous provider used Tranxact. I was familiar with the network and the level of support. I myself have directed people that needed dedicateds to Tranxact with excellent recommendation. I really like Jeff, Harry, Ed and the gang -- I just wish things were clearer -- like, if there isn't true 24X7 support, what is it? It's noon on Saturday, surely I would expect someone would be in by now....

I either want to know if I am just REAL unlucky, or if this is a negative trend

Cheers,

Nope, noticed it too, that's why I have cancelled my server with them. I'll be leaving at the end of the month. They drop the ball once, I forgive them, they keep dropping it, I wave them farewell.

Had a few weeks of A-grade service and then everything went down the drain. Their network also hasn't been what I would call 'high quality' for the past 3 or 4 weeks. It's been rather slow for me for some reason...

You are not alone. I have noticed it to, their support is getting slower, etc. I for once would DEFINATELY be willing to pay a small fee if my problem was looked at straight away. Something like $5 bucks would be okay if my ticket was set on HIGH priority and viewed at within 15 minutes..

byron29, a search of this forum should provide you with at least 1/2 dozen other people saying pretty much exactly the same thing.

Unfortunately the same search will also reveal there has been no comments - or reassurances in those threads from TranX.

we have been vrey clear that we are 24x7 onsite m6am to saturday at 6 am and the rest of sat - sun we are not onsite but are on call. we also have said we are ready to bring on coverage on the weekend and are looking at that. I believe I have it solved and will be able to cover the weekends on site. This is a cost sensitive issue and we are gogn to do it the right way for everyone. thanks

Personally I think that when anyone says "24 x 7" it means 24 hours 7 days a week - in this case it is 24 x 5 and then on call sat and sunday - and maybe where the confusion comes in. Just my opinion

I have been unhappy with DV2 for quite awhile now - just waiting for something better to come by...

same, if they pick up i'll stay otherwise my servers are going out of their DC...