My site has been down for over 5 hours.
I have sent several emails to various addresses/contact forms on the website and have heard nothing.
Seems funny that their website is up and running.
I should have known better to stay with them when I had issues from a buyout of my old host.
Anyways, what is a reasonable time frame to hear from a support person. I am trying to run a business and we know how the saying goes...time is money.
I'm trying remain calm and not get upset which is why I ask the question.
It is most productive not to get angry with your host when trying to get information. Response times vary from host to host and problem to problem, so I cant give you an estimate. Perhaps your host's support people are assisting/responding to other clients with your issue, are busy trying to fix the issue or other things. However if you haven't gotten a response in 5 hours, then it is getting worrisome. If your business depends on uptime, I would recommend finding a secondary host for outages like this.
Most real web hosting companies should have 24/7 support which should mean that they would have at least a support SLA for their response times.
I would say anything over an hour for technical support is touching on 'far too long'. Billing support I would usually expect to be within standard business hours 7 days a week. Or at least this is what I would expect from a large or established web host.
For normal support issues, you should expect a response in 1 hour whereas for emergency issues, support staff should be attending it within 15-30 minutes max.
I agree with this statement. From my experiences, "solid" hosts should get back in touch with you within 30 minutes - 1 hour on general (low, medium) support requests, whereas serious issues should be responded to within the time frame noted by Rick.
Perhaps they are short on support techs (or a 1 or 2 person operation) and therefore have been inundated with support requests regarding downtime. If that is the case, it is understandable they are taking so long, but still unacceptable.
As a couple of others have mentioned, I would recommend switching hosts as soon as (if) you can get in and make a back up of your site.
I would at the very least expect someone to have replied to let me know that it was being worked on and provide me with a estimated timescale.
Five hours and hearing nothing backs just makes me feel like no one cares and makes me dredd having an actual emergency.
Providing support should be one of the most important things to a web host after all it's what keeps your customers with you!
What is more appalling than a lack of response from support is that they either are not monitoring the service to make sure it stays online or they haven't done anything about it once they were notified it was offline.
Of course this is all assuming that you're not simply blocked in the firewall or something else that would cause it to be down for you but not anybody else.
What is the domain name in question? Did you check at downforeveryoneorjustme.com?
I would expect a reply within 1 hour at most. Any company offering services that are longer than that are "hobby hosts" and clearly don't give a damn about their customers. Even a courtesy reply is better than nothing. I use hostforweb and find their team excellent and very prompt with their responses.
If your website is "down", I'd recommend first entering it into http://downforeveryoneorjustme.com/ and seeing if it really is "down". You could simply be blocked for to many failed logins attempts or to many connections over a period of time. In the case that the service is not actually down, but you're simply just blocked, I'd say you get what you pay for. If you're paying 4$ or something per month for an unreasonable amount of resources, I'd say that you are getting what you "pay for", your website to be up "most" of the time and for support to respond to you when ever they get a chance.
Does the company have a toll free number? Normally that will get you better outcomes in emergency situations. 5 hours of downtime is pretty extreme though, hopefully it's back up for you by now. Best of luck
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I would expect a web host to notify you if not before, right after a known problem just assuring you they are aware of the situation and are working on it. If there is significant downtime on a server, we push to send an update on the hour every hour until it's fixed. Really all depends on the type of host you are with in most cases, if you pay $20 a year, probably will take days. Cheap hosting always means....cheap hosting... Good luck!
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