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  1. #1
    Join Date
    Nov 2003
    Posts
    536

    What's a good response time on a Saturday?

    I have a dedicated server through Mcpaa

    This afternoon, my server failed to come up after a reboot
    Even though websites were coming up with "Website found, waiting for reply...", they just timed out
    Couldn't access the server via SSH either

    So I submitted a ticket at...

    Posted on 16 Apr 2005 08:53 PM

    And was told by a level 1 tech i'd get an update within 60 minutes.

    6 hours later, i've had no update

    I submitted a reply at

    Posted on 17 Apr 2005 02:48 AM

    For more information and a status update and nothing

    I tried emailing layeredtech myself and got a very quick response, but they couldn't help because I don't have a Client ID.

    Can't say i'm very happy at the moment, it's been down for allmost 8 hours now and i've had no response to my ticket reply, which is marked as high priority, I might add.

  2. #2
    Join Date
    Feb 2005
    Location
    Northern VA
    Posts
    1,582
    I think that's Unsat.

    To me a reasonable response time is right away to let customers know that an outage has occurred and what they are doing to fix it. If you have to probe them and wait 6 hours just for a status update then you have every reason to be upset.
    Rich
    WebsiteMaven - Web Hosting Reviews, Guides, and Advice to Build and Promote your Web Site

  3. #3
    Join Date
    Mar 2003
    Location
    Canada
    Posts
    9,852
    Reasonable response will vary depending on what you consider to be acceptable, however, I don't think the day of the week should be a factor in response time.

  4. #4
    Join Date
    Nov 2003
    Posts
    536
    I think i'll be changing hosts after this, 8, going on 9 hours to get a response is to much
    I don't think it's even been forwarded to the data centre to look into.

  5. #5
    24/7 support? The day of the week shouldn't make any difference.

  6. #6
    Join Date
    Nov 2003
    Posts
    536
    Yea, their website does say 24/7 support
    Michael's Computer Parts And Accessories, have support personnel on our helpdesk 24 hours a day, 7 days a week.

  7. #7
    Join Date
    Jun 2004
    Posts
    1,958
    You shouldnt go with a reseller then, especially one without a reboot script. Self inflicted really..

    Give the idiots a phone, say its your last hope because youve been down for so long:

    +61.415263003
    It's Scott!

  8. #8
    Good response time?

    I'd say this was pretty good, wouldn't you?


    http://www.webhostingtalk.com/showth...hreadid=395746



    .

  9. #9
    Join Date
    Mar 2003
    Location
    Canada
    Posts
    9,852
    I don't see what this has to do with Mcpaa BoardHoster.

  10. #10
    OP's question was:

    What's a good response time on a Saturday?

    I replied with a thread that showed a 7 minute response time from TS.

    How do you consider that unrelated?


    Blue, I'm not sure what your issues are, but you have a habit of making very hostile posts, whether you are involved in the thread or not.

    Perhaps WHT Admin needs to have a quiet talk with you?


    .

  11. #11
    Join Date
    Mar 2003
    Location
    Canada
    Posts
    9,852
    Yes, you have been here all of one month. I guess you should dictate what WHT admin should be doing.

  12. #12
    Join Date
    Jun 2004
    Posts
    1,958
    Calm down now girls back on topic. Has the thread starter got this resolved now???
    It's Scott!

  13. #13
    Join Date
    Nov 2003
    Posts
    536
    Originally posted by camers
    Calm down now girls back on topic.

    lol, well that made me laugh

    Has the thread starter got this resolved now???
    nope, still no response from the 24/7 support.

  14. #14
    Join Date
    Jun 2004
    Posts
    1,958
    Dont feel comfortable giving poor old michael a phone call then?
    It's Scott!

  15. #15
    Join Date
    Nov 2003
    Posts
    536
    Wish I could, but It's not my phone to make international calls with

  16. #16
    Join Date
    Jun 2004
    Posts
    1,958
    I guess youll have to old back and deal with it then.

    Since it seems as if its not very imporant if your not going to pay a 50pence phone call or less or whatever.
    It's Scott!

  17. #17
    Join Date
    Nov 2003
    Posts
    536
    It's 11pm, it's not my phone, I can't make a call without permission and that person is asleep

  18. #18
    Join Date
    Nov 2003
    Posts
    536
    Guy at layeredtech managed to get the server back up ok
    Kudos to Layeredtech

  19. #19
    Join Date
    Jan 2005
    Posts
    323
    4-5 hours is ok response on saturday

  20. #20
    Join Date
    Dec 2004
    Location
    Toronto, Ontario, Canada
    Posts
    285
    BoardHoster

    Blue, I'm not sure what your issues are, but you have a habit of making very hostile posts, whether you are involved in the thread or not.
    You've noticed this as well BoardHoster? he was hostile to most of my posts yesterday as if someone pissed in his cereal. Not really hostile, however, always ready to attack.

    Yea, I also believe anywhere within 4-8 hours is a fine response time. I can't really imagine any company providing true 24/7 support unless they have the finances to pay full-time employees who are on rotating shifts. Out sourced support is just not the same.

    Regards,

    Matthew

  21. #21
    Join Date
    Nov 2003
    Location
    Canada
    Posts
    881
    I disagree, when dealing with dedicated servers a 4-8 hour response time is unacceptable. I rely on my servers to run my business, if something happened that needed to be fixed and I had to wait 8 hours I would lose alot of money. Some one should always be ready to deal with urgent support requests. A company selling dedicated servers should be able to respond within 15-20 minutes for urgent requests no matter what day or time. For less important matters its not as big a deal, like when I'm in contact with billing support or setting up rdns I don't mind waiting at all.

  22. #22
    Join Date
    Nov 2003
    Posts
    536
    I agree, Mike
    But I just got billed for another month, so I won't be moving until May

  23. #23
    Join Date
    Dec 2001
    Location
    Above The Clouds
    Posts
    6,999
    There's nothing wrong with getting servers via a provider that resells servers as often the provider provides a service that the data center doesn't (i.e. complete management). But support turnaround for reboots has to be immediate at any time of day or night on any day of the week. Normally the client would be an existing client of the provider as a reseller that needs to expand to their own server and in this case the client would have tried and tested the host's support and know that it is truly 24/7.

    On another note, a truly managed service would include server monitoring so the host should know the server is offline before the client notices.
    Laurence Flynn @ atOmicVPS LTD
    Linux & Windows Cloud Hosting Solutions Powered by OnApp
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  24. #24
    1 hour would be reasonable!

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