10-11-2007, 06:03 PM
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Web Hosting Evangelist
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Join Date: Jan 2003
Posts: 460
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Has anyone else been noting a decline in the support response times at Gnax?
We have had a simple reboot ticket in for well over an hour without any response to the ticket. Their phone also goes unanswered.
I was hoping their level of support would become more reliable after their big DC move, however looks like I was wrong.
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10-11-2007, 06:06 PM
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cloud beats dedicated ;)
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Join Date: Dec 2001
Location: Atlanta
Posts: 4,419
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have you emailed me regarding this?
I havent seen anything. all providers have slow issues from time to time . we have ours as well . if you are having an issue you should email my self or the managers about it so we can resolve it. whethere anyone else has ever or is seeing anything slow is really not germaine to your issue since even your one slow support is an issue we take seriously whether everyone else is getting 5 second reboots 100% of the time.
I will look into this for you. thanks
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Isn't it time to get off of dedicateds?
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10-11-2007, 06:15 PM
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Web Hosting Evangelist
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Join Date: Jan 2003
Posts: 460
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Jeff,
It is kind of unique how I can get a faster reply from Gnax on WHT than I can from a help desk ticket in your own help desk.
I was under the impression that WHT was a open forum to communicate with other web hosting providers that may be using your service. I was simply wanting the view of others that may be having the same issues that I am having. From my point of view that is a legitimate reason to post here.
Just my thoughts.
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10-11-2007, 06:17 PM
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cloud beats dedicated ;)
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Join Date: Dec 2001
Location: Atlanta
Posts: 4,419
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Quote:
Originally Posted by TotalChoice
Jeff,
It is kind of unique how I can get a faster reply from Gnax on WHT than I can from a help desk ticket in your own help desk.
I was under the impression that WHT was a open forum to communicate with other web hosting providers that may be using your service. I was simply wanting the view of others that may be having the same issues that I am having. From my point of view that is a legitimate reason to post here.
Just my thoughts.
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I didnt say it wasnt. I just said you have not bothered to request help from me or the management team if you are having an issue as far as I know - that is the quickest way to get help.
I dont hang out on our ticket desk btw - so I would not see those before I might stumble across something here.
Just my thoughts on getting help faster if you need it.
__________________
Experience the real cloud at GNAX
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VMWare based cloud
Isn't it time to get off of dedicateds?
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10-11-2007, 06:18 PM
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Web Hosting Evangelist
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Join Date: Jan 2003
Posts: 460
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Jeff,
If your team would have answered the phone during the many times we called, I could have asked for a manager. That did not happen.
Bill
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10-11-2007, 06:20 PM
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Web Hosting Evangelist
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Join Date: Jan 2003
Posts: 460
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The server has been rebooted 1hr and 24 minutes after our ticket was sent in.
Thank you for your time Jeff.
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10-11-2007, 08:24 PM
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Disabled
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Join Date: May 2006
Posts: 1,398
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wow making a post on WHT from just waiting 30 minutes to an hour?
Thats kind of unreasonable, dont ya think?
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10-11-2007, 08:27 PM
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Community Liaison 2.0
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Join Date: Nov 2002
Location: WebHostingTalk
Posts: 8,673
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Quote:
Originally Posted by SecureServerTech
wow making a post on WHT from just waiting 30 minutes to an hour?
Thats kind of unreasonable, dont ya think?
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Nope - it's up to each individual person to determine what is and what isnt reasonable. If you think waiting an hour plus to hear back on your reboot is fine, then so be it. Obviously the OP doesnt.
From personal experience, I've never seen GNAX support slow. They've always been super quick to answer support requests and have always been very helpful. Hopefully this is a one off incident.
Sirius
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10-12-2007, 06:17 AM
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Web Hosting Guru
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Join Date: Apr 2007
Location: London
Posts: 313
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Quote:
Originally Posted by sirius
Nope - it's up to each individual person to determine what is and what isnt reasonable. If you think waiting an hour plus to hear back on your reboot is fine, then so be it. Obviously the OP doesnt.
From personal experience, I've never seen GNAX support slow. They've always been super quick to answer support requests and have always been very helpful. Hopefully this is a one off incident.
Sirius
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I agree - I've never experienced a slow response from GNAX - they are pretty much "on the ball" so to speak.
Secondly, I am sure you can perform a server reboot yourself using serial access on the server?! That's the whole point .. is it not?
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10-12-2007, 06:47 AM
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Junior Guru Wannabe
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Join Date: Feb 2007
Posts: 51
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Quote:
Originally Posted by intellitech
I agree - I've never experienced a slow response from GNAX - they are pretty much "on the ball" so to speak.
Secondly, I am sure you can perform a server reboot yourself using serial access on the server?! That's the whole point .. is it not?
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I agree with you, we have never had any issues with support or reboot requests.
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10-12-2007, 08:09 AM
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Community Liaison
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Join Date: Feb 2006
Location: Istanbul, Turkey
Posts: 3,090
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They provide a portal page where you can reboot your servers on your own. Just request it and they will set it up.
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10-12-2007, 09:29 AM
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Too smart for her own good.
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Join Date: Feb 2004
Location: Your Screen
Posts: 3,998
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Bill and his team didn't just fall off the turnip truck, I've known him for a looooong time... I am sure they tried the reboot portal first. Sometimes a box needs on-site intervention. I would just assume that is the case here.
And FWIW, I don't find an hour's wait on a reboot ticket at a decent-quality provider to be acceptable, either. 
 Bailey
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10-12-2007, 04:03 PM
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Video Creation Experts
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Join Date: Feb 2004
Location: San Diego, CA
Posts: 2,576
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I think anything over 15 minutes to reboot a server isn't a good thing. A datacenter I use.. I call them up.. and they reboot the server while i'm on the phone. Never takes more than 5 minutes.. never more than 10 minutes from time of email.
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10-12-2007, 06:59 PM
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CISSP, CISA
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Join Date: Aug 2002
Location: Los Angeles, CA
Posts: 5,034
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Quote:
Originally Posted by sirius
Nope - it's up to each individual person to determine what is and what isnt reasonable. If you think waiting an hour plus to hear back on your reboot is fine, then so be it. Obviously the OP doesnt.
From personal experience, I've never seen GNAX support slow. They've always been super quick to answer support requests and have always been very helpful. Hopefully this is a one off incident.
Sirius
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Posting negative comments about a company will generally make you a thorn their side. Not really a good idea unless you're planning on abandoning ship.
In this case sailor gets to look like the good guy since he jumped on it so quickly.
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10-13-2007, 12:03 AM
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Web Hosting Evangelist
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Join Date: Jan 2003
Posts: 460
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Quote:
Originally Posted by IRCCo Jeff
Posting negative comments about a company will generally make you a thorn their side. Not really a good idea unless you're planning on abandoning ship.
In this case sailor gets to look like the good guy since he jumped on it so quickly.
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I am pretty sure Jeff will continue to take our 100K + a year in business. Not sure, but taking a wild guess on that one.
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