Thank you for your review of our services! I'd like to clarify a few things in your testimonial though.
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Originally Posted by Dub
I used XeSupport for about a month and except for the rather upsetting issue with the renewal (I was 4 hours late cancelling and they would not refund me).
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You submit a ticket to us 4 hours after your invoice was paid requesting a cancellation of your service and a refund. Please note that this invoice was already past due and we had already begun servicing your clients for the following period. As explained to you in your support ticket, in the 4 hours alone between the payment an dthe cancellation request, we had 4 active tickets with over 10 ticket replies. Though it is standard not to offer refunds in the outsourced support industry given the nature of our service, the fact that we were already servicing your desk really made it impossible.
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Originally Posted by Dub
One night I went a complete 12 hours with several tickets pending in my account and nobody looked at them, only to ask the owner Sean about it and getting a "we'll deal with it locally" and a "no you can't be reimbursed for 12 hours, since we do not actually guarentee that 30 minute response time".
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I am looking at your past tickets now and I can see as per ticket #879619 there were a couple of tickets (if memory serves me correctly, I think it was only 2 tickets) that went 8 hours without a response. As we explained, we were very backed up with work that night because one of our other clients was in the middle of combatting a hack attack so we were working hard to help him. Our technicians must have overlooked your notifications and missed your tickets. As we explained, that is a rare event and would not happen again. Looking through your account, it appears that we were true to our word.
Most (if not all) outsourced support providers post guaranteed reponse times but then have a clause in their TOS stating that the guarantee is a reflection of the average or of 99% (or some other percentage) of all tickets received. While we strive to guarnatee that all tickets will be responded to within 25-minutes (which is quite remarkable considering that you were only paying $30/mo for the service), there will occassionally be tickets that are overdue. I'm sure that you can confirm that the strong majority of all support tickets in your desk were responded to within this time limit.
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Originally Posted by Dub
The techs seem to at best know very little about the web hosting and most of the time I had to take over and do the repairs myself as the techs would either cause more issues or take 10 years.
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Our technicians are very knowledgeable, especially with linux + cPanel setups. If you ever had an issue with a tech causing a problem on your machine, which I find hard to believe, you should have reported it to our management immediately. As far as resolution times go, most tickets are resolved within 1 hour, which is also very impressive for the $30/mo that your plan costed. Occassionally a ticket would take longer to resolve not because our techs were not knowledgeable but because they had other tasks that they needed to do before they could deal with your ticket (keep in mind that you did not have dedicated technicians, they were shared, so they serviced other desks as well).
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Originally Posted by Dub
There was however a complete times when they did their job correctly and where pretty good about it. When they didn't know they were good at saying, "please wait, etc" and very polite in good English.
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Similarly to above, our technicians would give some sort of response stating that they are looking into the issue if either the issue would take some time to resolve or they were in the middle of servicing other tickets before they could get to that one. In either case, we update the customer so that they know someone is on the other end and received their support request.
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Originally Posted by Daryl
Sorry to hear your experience wasn't that great with XeSupport. I found it a little bizarre that they didn't provide 24/7 support on their own corporate line which I was told was for Sales so it was fine. But after trying to get a hold of XeHost support through chat, phone and email and not getting a response within 6 hours, I definitely knew something wasn't right there.
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Please note that XeHost has its own staff, they do not use ours. On a side note though, their phone and live chat are sales and are not 24/7. I'm surprised that you had an issue with a ticket repsonse time with them though - they strive for fast response times just like us.
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