I'm just trying to figure out what the point of the support ticket system is. Everytime I've submitted a ticket, it sits there for 12-24 hours untouched and I end up calling support anyway. I understand they are busy and I'm not trying to complain, I just don't get the system. If they are there 24/7/365 and they fix your problem usually within 30 minutes when you call, then why such the long wait on support tickets submitted through orbit?

We got rather knocked on our backs by the huge increase in the number of clients we have. We're rolling with the punch though and have brought in additional NOC and hardware techs* and have streamlined our internal processes to make tickets answered as fast as they can. It shold be out of the ordinary to see 12-24 response times to your queries. You have my apologies for the delays in our service. We are fixing this though.


* Looking for a job in the Dallas, TX area?

You so make me wish I was in Dallas
I could use a temporary change of job as software can be so...agrevating

Klaude,

Thank you for the reply. I am trying to be patient, and I definately understand what it's like to have more work than you can physically do at any one moment. My most recent support ticket is about 18 hours old so I think I am going to call. It's not that I can't wait, it's just that I have about 500 clients that this is effecting so I need to get it cleared up.

thank you,

Chris

mv2 please PM me your ticket number. I'll make sure it gets handled.

Klaude, I pmed you a ticket number too (well two, but they were about the same problem)

My reserve DNS is still not resolved.
No biggie, but can you look at it while you are at it?
Thank you

Klaude,

thank you again, you have a pm...

Thanks Klaude.

Good to see you around again.