It seems many of you need a reminder about how to make a support ticket, and support response times.
We might have days with more than 200 tickets, some of which might take an hour or longer to solve. and when there is tickets which do not explain the problem, a multitude of them etc. it can become extremely irritative.
First of all:
We are human beings as well, and we are a small team, we do need some sleep as well, time off, have dinner etc. which means that we cannot cover every single minute of a day always.
During weekends we work on skeleton staff - only critical stuff is handled, usually no service provisionings and definitively no billing support etc. which is not time critical.
Making a ticket seems to be hard. Very hard at times.
Many of you send us tickets like "not working" - what is not working? What needs fixing? These tickets get largely ignored because testing everything is just not possible every single time a ticket like this is opened, usually the same people open multiple tickets: It severely slows us down.
So please, let us know WHAT is not working in detail, what error message you are receiving, what you are not seeing or what you are seeing which is not supposed to be there.
We do not provide support for autodl-irssi or other power user features - if we don't have a KB or Wiki article about it, you seriously need to google and learn how to use it. This is irssi in general (Autodl-irssi is actually a plugin script for irssi), shell usage, screen usage etc. We provide support for the web gui, web client, pulsedBox, FTP, SFTP etc. the normal, every day features everyone uses.
We are not teachers. Goes with the power user features - we cannot spend hours per user wanting to use these but do not know how to, to teach them the most basics of irc, irssi, shell, linux, terminal, screen etc etc etc. These can become lifelong topics of learning. What we do however, is try to create KB and wiki articles for the most commong questions.
Do not ever make multiple tickets over the same issue - ping the existing ticket if you need to. Keep it short and simple.
Do not send in a ticket 5 mins (or even 3hrs) after service purchase "where is my server?" - We are working on it, but since we do it manually, your ticket just wasted the time which could have been spent on service provisioning. And we usually do service provisionings in batches to sort them out fast and efficiently.
Do not ask us to provide trials or free seedboxes - we have 14 day moneyback guarantee and free seedbox offering which is given on a random basis - read the terms instead.
To open ticket via e-mail: You can just send us an e-mail - but do it from your registered e-mail address, otherwise we have no idea what you are talking about if it's account or service specific question. Also e-mails sent to support e-mail from nonregistered e-mail address will be rejected completely.
What is IRC, how to use it?
IRC is not 24/7 live chat with immediate response. It's not a support channel with a person constantly waiting just for you. It's a hangout, you can get some support for generic questions, but no account specific support.
If you come to IRC and ask a question, please wait patiently, likely someone will reply to you once they check up on IRC. IRC is a lot like Skype, MSN etc. you simply keep it open on the background and check in now and then - in some cases, people might be away for weeks.
Do not PM or /msg staff, and especially if you do, don't then just quit IRC after 1min waiting. Nothing is more irritating than getting 20 PMs to close every time you check on IRC, and if you reply to them, 80% of them have already left and you just wasted 1hr replying to things which never reaches whoever made the question.
IRC can be a nice hangout and for general chat - but if you need priority support, the only proper way is to open a ticket.
Zondag, September 29, 2013
