Support Going Through Rough Patch

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bumpaw

New Member
Been since Feb 21 with my complaint of server slowness. After they tried tweaking settings for a few days I escalated on Feb 27 around 2:00 pm. A few minutes later escalation confirmed and the it was over 24 hours before a response. I bumped the ticket and they came back with an apology that I was lost in the shuffle and that they had found a problem user on the node and all was good. That was last night and all was better.

This morning back to waiting 70 seconds for WHM to load and F rated TTFB on sites. Poked support and now the whole day has gone by without a response.

I set up 2 clients with KnownHost VPS like mine, but now I'm wondering if they will be happy. I've been here a good long while and have bragged on the support. I figure that they are having a tough time, but I'm losing patience. I have work that needs getting done and it's too frustrating with the slowness to mess with it.
 
KH-Jonathan

KH-Jonathan

CTO
Staff member
bumpaw said:
Been since Feb 21 with my complaint of server slowness. After they tried tweaking settings for a few days I escalated on Feb 27 around 2:00 pm. A few minutes later escalation confirmed and the it was over 24 hours before a response. I bumped the ticket and they came back with an apology that I was lost in the shuffle and that they had found a problem user on the node and all was good. That was last night and all was better.

This morning back to waiting 70 seconds for WHM to load and F rated TTFB on sites. Poked support and now the whole day has gone by without a response.

I set up 2 clients with KnownHost VPS like mine, but now I'm wondering if they will be happy. I've been here a good long while and have bragged on the support. I figure that they are having a tough time, but I'm losing patience. I have work that needs getting done and it's too frustrating with the slowness to mess with it.
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Do you have a ticket ID I can reference?
Sorry for the trouble, I can assure we would never intentionally ignore a performance issue.
 
B

bumpaw

New Member
Jonathan is da man. KnownHost still has great support. We all go through a rough patch now and again.:)
 
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bumpaw

New Member
Was looking good after the fix on 3/1, but back to the slowness again all day today. Updated the ticket 4 hours ago with no response as of yet.
 
KH-Jonathan

KH-Jonathan

CTO
Staff member
bumpaw said:
Was looking good after the fix on 3/1, but back to the slowness again all day today. Updated the ticket 4 hours ago with no response as of yet.
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You haven't got a response because you replied to a ticket that was in the escalated queue. It's not monitored like the main support queue because it's assumed empty unless a tech lets us know a ticket has been escalated.

I'll check into it for you now - but according to my graphs the node is running fine.
 
B

bumpaw

New Member
KH-Jonathan said:
You haven't got a response because you replied to a ticket that was in the escalated queue. It's not monitored like the main support queue because it's assumed empty unless a tech lets us know a ticket has been escalated.
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What should I have done different to raise attention in the escalated queue? I would rather not have to post here.
 
B

bumpaw

New Member
KH-Jonathan said:
If you didn't want to wait on the ticket to get noticed it would've been best to open a new ticket.
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Looks like I'll have to do that as waiting in the escalated queue is problematic. Remember I waited 24 hours there already on this ticket, and I was afraid that we were going to repeat on that.
 
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