Very Slow ticket replys with underhost

Discussion in 'Web Hosting' started by OffshoreUser, Aug 2, 2012.

  1. #1
    The hosting has been perfect so far but 1 thing i cannot vouch for is its taking over 24hours to get responses on tickets, therefore some of my issues are taking along time to get sorted, Livesupport is never on so im lost on what to do to gain help on underhost.
     
    OffshoreUser, Aug 2, 2012 IP
  2. UnderHost_MSA

    UnderHost_MSA Notable Member

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    #2
    We do not have livesupport, that feature was removed since client issue cannot be resolved correctly via livechat and ticket system is way more efficiency!

    That's being said, you can still receive live sales chat if requested via ticket our staff will be there!

    Now for the ticket response, sometime ticket can't be responded quickly as it requires escalation but we aim to get everything resolved within a couple of hour, just PM me your ticket ID and i'll see why it took more than 24 hour to get a reply.
     
    UnderHost_MSA, Aug 6, 2012 IP
  3. Hostname.club

    Hostname.club Active Member

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    #3
    You should have faster support from any provider. This is needed, because some hacked issue or unknown errors can be happended. Fast reply and active support is one of destination many providers are looking for.

    24 hours for reply is slow, however a day for resolve an issue is normal.
     
    Hostname.club, Aug 6, 2012 IP
  4. Dj.c

    Dj.c Peon

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    #4
    24x7 support doesn't meant instant reply, if the issues is related technical part and you expect the system engineer to solve it immediately without investigating? Some host do have restriction on helpdesk such like 9.00am - 5.00pm. After 5.00pm, response time will be between 24hour.
     
    Dj.c, Aug 7, 2012 IP
  5. atxsurf

    atxsurf Peon

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    #5
    underhost sounds too much as "underdog", or is it just me? What other associate can you expect from "under"? :)
     
    atxsurf, Aug 7, 2012 IP
  6. JPC-Sabrina

    JPC-Sabrina Member

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    #6
    I agree that 24x7 support doesn't mean it can be fixed instantly. Consider that sometimes even hosts have to contact third parties in order to get issues resolved. Live chat is really better for sales questions overall. Most hosts use a ticket system to effectively manage support issues. Just make sure you check your ticket for updates frequently once you submit it. You might also consider that staffing hours and staffing loads can vary from day to day. Weekends generally have less people manning the posts not unlike the late night hours.
     
    JPC-Sabrina, Aug 7, 2012 IP