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  1. #1

    fast support response

    anyone know of any company with fast response time? (5-30minute no matter what time of the day it is, and maybe even guaranteed in some way?)

    i have 3 different server at 3 different provider for redundancy and backup purpose and on top of that have also try 3 other hosting company but seem like support is hit and miss depending on time sometime waiting 4-8+ hours for a response.

  2. #2
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    4-8 hours is a long time. I would say 30 minutes should be the max time you would need to wait ever for a response, even if it's a "we are investigating" response.

    Mind sharing what providers you've seen this in?
    Marc Schulz
    Managing Implementation Engineer
    Steadfast : Managed Cloud & Infrastructure Services

  3. #3
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    Gigenet!

    They have a 15 min response SLA. Since i'm considering a server from them, I sent a test message last night at 00:24 GMT, they responded at 00:26. Sent a reply at 00:32, response at 00:39.

    Then sent a test message today at 16:07 (again GMT) and they responded at 16:13.

  4. #4
    in no specific order: honelive, mako, sentris, volumedrive, serverpronto (this is a good one, sent in support and have not receive answer for a good 1 month, didnt really need it after 3 days, but still...)

    i think there is 2 more but i cant remember...
    granted some of these request were after midnight and some of them not a major issue, it shouldnt matter. what if the server is down, i cant be left sitting here for 4-5+ hours twiddling my thumbs. and if they dont response, chance are they didnt check it to begin with to know weather it's important or not and if it was a server down ticket, well...

  5. #5
    anyone else have experience with gigenet?

    there online chat is off. i though they were a pretty big company. it's like 10 central, someone should be on chat, lol

  6. #6
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    Hivelocity, Very fast response
    Team Overline India
    Fully Managed cPanel Installed Virtual Private Servers
    Since Monday 16 June, 2008 - Thousands of Users can't be Wrong
    Premium WHMCS Themes from ThemeMetro.com

  7. #7
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    Hmm yeh I see chat is off too. Try emailing their support department or calling them though.

  8. #8
    Quote Originally Posted by overlineindia View Post
    Hivelocity, Very fast response
    even at like 2am?

    how's your experience with them?

    do they guarantee in there SLA? any other provider guarantee it in there SLA by chance?

  9. #9
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    Quote Originally Posted by longng78 View Post
    anyone else have experience with gigenet?

    there online chat is off. i though they were a pretty big company. it's like 10 central, someone should be on chat, lol
    Chat is online and has been online
    GigeNET
    Dedicated Servers + Cloud Servers + Colocation + DDOS Protection + IP Transit with FCP optimized routing
    Locations in Chicago Los Angeles and Ashburn

  10. #10
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    Gigenet Chat is available during CDT Business hours from 9:00 AM to 6:00 PM Monday through Friday. Tech support is available 24/7

  11. #11
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    Even an hour seems pretty high if they're actually well staffed. This shouldn't be too hard to find.
    Corey Northcutt | Northcutt
    Competitive inbound marketing with a hosting industry competency.
    Social | Content | Optimization | Outreach

  12. #12
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    Quote Originally Posted by ameen View Post
    Chat is online and has been online
    Just to say the Chat was definitely off as I had been trying over the past 2 hours.

  13. #13
    ok so im not asking for too much wanting a response within an hour then.. and i though it's was just me.... lol

  14. #14
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    Quote Originally Posted by psmith98752 View Post
    Just to say the Chat was definitely off as I had been trying over the past 2 hours.
    That is odd, chats have been going on all morning. When it popped up the window for the chat did it say it was offline?
    GigeNET
    Dedicated Servers + Cloud Servers + Colocation + DDOS Protection + IP Transit with FCP optimized routing
    Locations in Chicago Los Angeles and Ashburn

  15. #15
    yeah, it said offline earlier. i tried twice around that time frame

  16. #16
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    Quote Originally Posted by ameen View Post
    That is odd, chats have been going on all morning. When it popped up the window for the chat did it say it was offline?
    Yes, it said it was offline and asked to leave details.

    I'm pretty sure it was off about 11.00am your time.

  17. #17
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    I've had past experiences with Atjeu with a near 30 second reply to any ticket, pretty amazing IMO
    $this->hasFlavr() ? $nom->nom('nom') : $want->doNot()

  18. #18
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    Quote Originally Posted by longng78 View Post
    anyone know of any company with fast response time? (5-30minute no matter what time of the day it is, and maybe even guaranteed in some way?)

    i have 3 different server at 3 different provider for redundancy and backup purpose and on top of that have also try 3 other hosting company but seem like support is hit and miss depending on time sometime waiting 4-8+ hours for a response.
    I wait no more than 3-4 minutes for www.atjeu.com, well, at least I did when I had a box there a few months ago.

    Quote Originally Posted by Mr. Obvious View Post
    I've had past experiences with Atjeu with a near 30 second reply to any ticket, pretty amazing IMO
    Mr. Obvious +1

  19. #19
    great...gigenet chat is offline again

  20. #20
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    On Line

    Can you tell me when you wee at the chat window I have been chatting all day but you were not there also replied to your email and got no response

  21. #21
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    Still on line waiting for chat

    I spent today about 700 minutes in various chats so where are you? (actually added it up )

  22. #22
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    Quote Originally Posted by longng78 View Post
    in no specific order: honelive, mako, sentris, volumedrive, serverpronto (this is a good one, sent in support and have not receive answer for a good 1 month, didnt really need it after 3 days, but still...)

    i think there is 2 more but i cant remember...
    granted some of these request were after midnight and some of them not a major issue, it shouldnt matter. what if the server is down, i cant be left sitting here for 4-5+ hours twiddling my thumbs. and if they dont response, chance are they didnt check it to begin with to know weather it's important or not and if it was a server down ticket, well...
    Most of the providers you listed are budget and unmanaged, so you should expect a slow response from them. If your ticket is critical like server down, etc, I think they will look at it immediately.
    If you want a prompt response with SLA, you should find managed providers and expect to pay more.
    Tommy Tran - tommy @ vinax.net ::: VINAX, LLC ::: http://vinax.net ::: Since 2004
    Premium Dedicated Servers and Colocation in downtown Chicago (350 E. Cermak Rd)
    Premium Bandwidth, 100% Network & Power Uptime SLA, 24/7 Prompt Tech Support

  23. #23
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    Quote Originally Posted by longng78 View Post
    great...gigenet chat is offline again


    This thread is Titled 'Fast support response' , our live chat is for sales only, so i fail to see the relation since our support is done by phone and ticket/email only.
    GigeNET
    Dedicated Servers + Cloud Servers + Colocation + DDOS Protection + IP Transit with FCP optimized routing
    Locations in Chicago Los Angeles and Ashburn

  24. #24
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    Quote Originally Posted by longng78 View Post
    even at like 2am?

    how's your experience with them?

    do they guarantee in there SLA? any other provider guarantee it in there SLA by chance?
    We have support techs available via live chat 24/7 should answer in less than a minute , we also have sales available M-F 9am - 4am and 12pm -12pm on Saturday and Sunday.
    Ceridius Networks Sales
    Email/MSN [email protected]
    Ceridius Networks - Reseller of Hivelocity Hosting
    Network Speed Test

  25. #25
    Quote Originally Posted by ameen View Post
    This thread is Titled 'Fast support response' , our live chat is for sales only, so i fail to see the relation since our support is done by phone and ticket/email only.
    yes and no.

    MOST company put forth effort in sales first since that bring in money. So they tend to focus alot more on it.

    support is back. if a company offer live chat, and live chat is offline most of the time, chance are support would be lacking since normally support lack alot more then sales. specially during business hours..

    i'm not saying gigenet support is good or bad. just my .02c

  26. #26
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    Quote Originally Posted by longng78 View Post
    yes and no.

    MOST company put forth effort in sales first since that bring in money. So they tend to focus alot more on it.
    c

    Now wouldn't you prefer a company who puts in more resources and effort in there operational side of the business then sales? What if did not offer live chat for sales... Then this conversation wouldn't exist , so as I stated before using sales live chat to determine how responsive tech support will be, is not a proper way to measure or conclude.
    Last edited by ameen; 10-29-2009 at 08:08 PM.
    GigeNET
    Dedicated Servers + Cloud Servers + Colocation + DDOS Protection + IP Transit with FCP optimized routing
    Locations in Chicago Los Angeles and Ashburn

  27. #27
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    Quote Originally Posted by longng78 View Post
    yes and no.

    MOST company put forth effort in sales first since that bring in money. So they tend to focus alot more on it.

    support is back. if a company offer live chat, and live chat is offline most of the time, chance are support would be lacking since normally support lack alot more then sales. specially during business hours..

    i'm not saying gigenet support is good or bad. just my .02c
    This is not true. A reputable company always focus on supporting customers, not Sales. If we provide excellent support, it will bring more Sales by words of mouth, etc.
    Tommy Tran - tommy @ vinax.net ::: VINAX, LLC ::: http://vinax.net ::: Since 2004
    Premium Dedicated Servers and Colocation in downtown Chicago (350 E. Cermak Rd)
    Premium Bandwidth, 100% Network & Power Uptime SLA, 24/7 Prompt Tech Support

  28. #28
    Quote Originally Posted by longng78 View Post
    ok so im not asking for too much wanting a response within an hour then.. and i though it's was just me.... lol
    An hour is not too much to ask. If you're having an issue, then 5 minutes is almost too long to wait.

    -- Bill
    NationalNet - Hosting. Handled.
    Extreme Support Managed Hosting | Inexpensive Dedicated Servers | Affordable Atlanta Colocation | CDN
    sales @ nationalnet.com | 888-4-NATNET | www.nationalnet.com

  29. #29
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    Depends on what you want out of a response. I believe its better to have a 4 hour action policy (Solution or outcome) than a 5 minute response (reply). There are ways to automate replies to fool you to think its been read. I would suggest looking at someone who offers a resolution guarantee or close to it, rather than a response - though if you just want the feel good, there are providers out there or softwares that have interesting auto replies (timed sets).

    Just asking out loud - if its an emergency theres always a phone support right? (emergency support number)...and in the case of normal issues...a guaranteed resolution time...wouldnt that be much easier and better? Or does everyone really see the worth of a quick reply (which could just be automated)...at the end of the day the outcome out weights to reply (im not saying the process should be bad).

  30. #30
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    Have an experience with LimestoneNetworks. I believe you are looking for Tech Support responses and not sales. They are on tickets (my tickets always received response within 5 mins, be it from OS Reloads to System Stuck and Reboots) and also on phone 24x7. I have called them off-hours and always received response and resolution. No VMs!

    I think you should also keep in mind the resolution times alongwith the response time. Many providers may ack your ticket almost immediately but may not resolve even simple issues for hours.

  31. #31
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    Quote Originally Posted by longng78 View Post
    i'm not saying gigenet support is good or bad. just my .02c
    Rest assured that their support is friendly, very fast and knowledgable...

  32. #32
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    Limestone has never been longer than 10 min I think using their Rockware support system!

  33. #33
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    Quote Originally Posted by overlineindia View Post
    Hivelocity, Very fast response
    very very slow reponse and very hard to get a hold of them in the weekend.
    love is like hersey...

  34. #34
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    Quote Originally Posted by VBNHost Admin View Post
    Have an experience with LimestoneNetworks. I believe you are looking for Tech Support responses and not sales. They are on tickets (my tickets always received response within 5 mins, be it from OS Reloads to System Stuck and Reboots) and also on phone 24x7. I have called them off-hours and always received response and resolution.
    Quote Originally Posted by egm1947 View Post
    Limestone has never been longer than 10 min I think using their Rockware support system!
    Thank you so much, both of you, for the positive words about us.

    -mike
    Mike G. - Limestone Networks - Account Specialist
    Cloud - Dedicated - Colocation - Premium Network - Passionate Support
    DDoS Protection Available - Reseller Program @LimestoneInc - 877.586.0555

  35. #35
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    Quote Originally Posted by longng78 View Post
    great...gigenet chat is offline again
    Why do you insist on live chat, what's wrong with sending an e-mail to [email protected] like most people do?

    Personally I'd prefer a web host who places higher priority on support vs. pre-sales. Otherwise they're just busy bringing in new clients instead of taking care of existing clients.
    What's your budget?

    Seriously, what's your budget?

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