Results 1 to 16 of 16
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07-24-2006, 12:23 PM #1Web Hosting Guru
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- Dec 2003
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- Pakistan
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- 278
Do you believe it ? (TouchSupport)
Hello,
I have opened a support ticket with TouchSupport 2hrs ago and still no response,
They usually reply within 15 to 20 mins but I dont know whats wrong today.
Best Regards
Hassan
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07-24-2006, 12:33 PM #2Web Hosting Master
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- Jun 2003
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- UK
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- 6,616
Is it an urgent issue and did you get the auto-ack. 2 hours whilst not quick, is fairly reasonable response time
Russ Foster - Industry Curmudgeon
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07-24-2006, 09:44 PM #3Web Hosting Master
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- Jun 2004
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- 1,961
I take it they responded by now? What was the response time?
It's Scott!
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07-25-2006, 12:37 AM #4Web Hosting Evangelist
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- May 2002
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- singapore
- Posts
- 455
have you tried contacting them via AIM (for urgent matters)?
i dont have any issue with them. i have around 2-4 issues since yesterday and all are answered within 15 minutes.current and satisfied customer of softlayer.com and webnx.com
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08-06-2006, 12:48 PM #5Web Hosting Master
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- Jun 2006
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- Amex & Amex
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- 1,291
hassan,
Did you open up a support ticket for there server management or for there outsource tech support?
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11-27-2006, 06:57 PM #6Junior Guru Wannabe
- Join Date
- Nov 2005
- Location
- Brazil
- Posts
- 33
How many tickets can you open with them per month? I read in their terms:
"Touch Support will be available to troubleshoot various server issues for the aforementioned servers at the direct request of Client up to eight (8) times per month..." thats for their dedicated tech package. Does that mean i can open only up to 8 trouble tickets in a month and after that I will be billed or did I misread something here?
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11-27-2006, 07:07 PM #7Retired Moderator
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- May 2004
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- Toronto, Canada
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- 5,105
Why are you posting it here?
CloudNexus Technology Services
Managed Services
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11-27-2006, 07:53 PM #8Junior Guru Wannabe
- Join Date
- Nov 2005
- Location
- Brazil
- Posts
- 33
i just came across this discussion here while doing some research about Touchsupport, and apparently some Touchsupport clients are talking here...
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11-27-2006, 08:10 PM #9The Linux Specialist
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- Mar 2003
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- /root
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- 23,991
Yes, I believe it :-)
2 hours is very reasonable. If it is really urgent, then try to call them.
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11-27-2006, 08:26 PM #10Junior Guru Wannabe
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- Mar 2006
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- Orlando, FL
- Posts
- 98
wow... I wouldn't dare complain about a 2 hour response time! It's like complaining about getting a free $100 bill with a wrinkle in it.
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11-27-2006, 09:43 PM #11
2 hours is quite decent for a response time. Like others have said, if you think it's too much, then you should re-check your expectations.
Tom Whiting, WHMCS Guru extraordinaire
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11-28-2006, 10:53 AM #12Junior Guru Wannabe
- Join Date
- Nov 2005
- Location
- Brazil
- Posts
- 33
anyone who is client of touchsupport could say if they're really limited with the monthly tickets? I mean, 8 tickets in a month on their best plan doesn't sound much.
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11-28-2006, 01:26 PM #13Disabled
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- Aug 2006
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- London
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- 651
touchsupport are fine for me
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11-28-2006, 01:41 PM #14Web Hosting Master
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- Feb 2003
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- Kuala Lumpur, Malaysia
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Does TS provide any form of guaranteed response time?
Else 2 hours is pretty fine.
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11-29-2006, 12:08 PM #15New Member
- Join Date
- Nov 2006
- Posts
- 4
They always responded to me in less than 30 mins.
But, i only got a few tickets in past 1 year.
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11-30-2006, 02:07 AM #16Web Hosting Master
- Join Date
- Apr 2004
- Posts
- 1,834
I had some servers once that was on Touch Support escalation list. We shut some guy off for non payment, and 2 days later, Touch Support called to notify us that the server was off line. I thought that was rather funny.
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