Support Going Through Rough Patch

Discussion in 'Linux VPS/Dedicated - cPanel' started by bumpaw, Mar 1, 2013.

  1. bumpaw

    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.
     
  2. KH-Jonathan

    KH-Jonathan Director of Managed Services Staff Member

    Do you have a ticket ID I can reference?
    Sorry for the trouble, I can assure we would never intentionally ignore a performance issue.
     
  3. bumpaw

    bumpaw New Member

    Sure. It's #294296
    Thanks
     
  4. KH-Jonathan

    KH-Jonathan Director of Managed Services Staff Member

    I definitely see the issue here. I'll update your ticket.
     
  5. bumpaw

    bumpaw New Member

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

    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.
     
  7. KH-Jonathan

    KH-Jonathan Director of Managed Services Staff Member

    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.
     
  8. bumpaw

    bumpaw New Member

    What should I have done different to raise attention in the escalated queue? I would rather not have to post here.
     
  9. KH-Jonathan

    KH-Jonathan Director of Managed Services Staff Member

    If you didn't want to wait on the ticket to get noticed it would've been best to open a new ticket.
     
  10. bumpaw

    bumpaw New Member

    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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