Originally posted by JimmyBoy:
How do those of you on the Alabanza network rate thier support?
1) Speed of response
2) Coverage (24/7 ?)
3) Quality of support staff
If I remember correctly, they use to promise you a response within 24 hours or you got some money back... I don't see that on their site anymore. But you usually get a response back 24 hours although most of the time the response says we are looking into it. Our experience has been that it takes them 2 - 5 days to resolve the problem.
They have 24/7 coverage thought I would not count on a response on the weekend. Every ticket we have sent in on the weekend was not responded to until Monday. I think the 24/7 support staff is just for server wide emergencies such as the server failing.
The quality of their support staff sucks! You can always count on them answering the wrong question or not answering the question at all the first time. It takes a few rounds for them to comprehend what is going on. Then you hope that it has made it to level 2 or above.
They also promise you phone support then they try to sell you their package... However, you will be able to get through to a tech support person about 10% of the time you call. Every other time the receptionist will just input the ticket for you.
Overall, we have been very disappointed with Alabanza's support and would not recommend them. Currently, the only reason we are staying with them is because of the deal we got on the server. Once our year is up we will be leaving unless things change.