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  1. #1
    Join Date
    Mar 2004
    Location
    Minnesota
    Posts
    1,274

    BurstNET ticket response

    Has anyone noticed a lack of response from BurstNET tickets? I filed a ticket 2 days ago that my box was spiking, they promptly replied asking me to post a traceroute and / or ping reply, I did both, and the issue subsided a couple hours ago, and my ticket was downgraded to level 3, but no one responsed and the ticket is still open... I wonder why that fix it, but don't say anything in the ticket...
    hm what should I put in my sig?

  2. #2
    Same here
    ^_^

  3. #3
    Join Date
    Mar 2003
    Location
    Charlotte, NC
    Posts
    2,760
    My guess is that the issue was contained to the switch that your server was on or the entire network, and when they fixed the issue, nobody bothered updating the ticket.

    We put in a ticket about the network issues, and like yours hasn't been responded to, but the issue was resolved. They probably have too many tickets about that issue to respond to. However, we did put in a "buggy hardware" ticket at 1:32PM yesterday, and by 1:54PM, Greg M replaced the hardware and responded to the ticket.

    -Josh

  4. #4
    Join Date
    Apr 2000
    Location
    Nevada, US
    Posts
    5,433
    Networking tickets often take longer to get a response to, primarily because the networking staff is busy repairing the problem, rather than just responding to the tickets. When they get time, after repairing the issue(s), then they respond to the tickets.

    It is not a delay with our overall ticket response times. We are not backlogged whatsoever with regular support issues currently.

  5. #5
    Join Date
    Mar 2004
    Location
    Minnesota
    Posts
    1,274
    But they downgraded my ticket to a level 3, would it really have taken so long to add a "Issue has been resolved" To the bottom and close the ticket?
    hm what should I put in my sig?

  6. #6
    Join Date
    Aug 2003
    Location
    Chicago, IL USA
    Posts
    2,781
    Originally posted by ChaosHosting
    But they downgraded my ticket to a level 3, would it really have taken so long to add a "Issue has been resolved" To the bottom and close the ticket?
    They downgraded it because they are looking into the issue, and no reply because it isn't resolved.
    CloudRck.com - Host on Cloudrck
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  7. #7
    Join Date
    Apr 2000
    Location
    Nevada, US
    Posts
    5,433
    That, or it may have been because you should not have opened it at the level you did in the first place...

    We frequently downgrade level1 tickets, to a lower level.
    Level1 is for emergency and reboots only.

  8. #8
    Originally posted by BurstNET
    That, or it may have been because you should not have opened it at the level you did in the first place...

    We frequently downgrade level1 tickets, to a lower level.
    Level1 is for emergency and reboots only.
    or maybe one of those "strange" reboots that take 2 hours

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