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  1. #1
    Join Date
    Dec 2003
    Location
    Pakistan
    Posts
    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

  2. #2
    Join Date
    Jun 2003
    Location
    UK
    Posts
    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
    Freelance Sysadmin for Hire - email vaserv@gmail.com

  3. #3
    Join Date
    Jun 2004
    Posts
    1,961
    I take it they responded by now? What was the response time?
    It's Scott!

  4. #4
    Join Date
    May 2002
    Location
    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

  5. #5
    Join Date
    Jun 2006
    Location
    Amex & Amex
    Posts
    1,291
    hassan,

    Did you open up a support ticket for there server management or for there outsource tech support?

  6. #6
    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?

  7. #7
    Join Date
    May 2004
    Location
    Toronto, Canada
    Posts
    5,105
    Why are you posting it here?
    CloudNexus Technology Services
    Managed Services

  8. #8
    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...
    EXAMEHOSTING.COM
    Web Hosting Reviews Brazil | Hosting Articles | Hosting Tutorials | Hosting Forums

  9. #9
    Join Date
    Mar 2003
    Location
    /root
    Posts
    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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  10. #10
    Join Date
    Mar 2006
    Location
    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.

  11. #11
    Join Date
    Sep 2002
    Location
    Top Secret
    Posts
    14,135
    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
    Linux problems? WHMCS Problems? Give me a shout
    Check out my WHMCS Addons

  12. #12
    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.
    EXAMEHOSTING.COM
    Web Hosting Reviews Brazil | Hosting Articles | Hosting Tutorials | Hosting Forums

  13. #13
    touchsupport are fine for me

  14. #14
    Join Date
    Feb 2003
    Location
    Kuala Lumpur, Malaysia
    Posts
    4,980
    Does TS provide any form of guaranteed response time?

    Else 2 hours is pretty fine.

  15. #15
    They always responded to me in less than 30 mins.
    But, i only got a few tickets in past 1 year.

  16. #16
    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.
    Ray Womack @ atOmicVPS LTD
    Linux & Windows Cloud Hosting Solutions Powered by OnApp
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