Open escalation id 1468427 @ 9 this morning and stillllll noooooo responnnnse. I don't know what you have to do around here to get tickets serviced. EV1 NEVER let a ticket last an hour without getting updated with SOME type of status.. Now you've gotta rant in the forums to get any attention. Why have the ticketing system at all?

Well, never is too strong a word, but you're right that this isn't good.

I'm not sure why, but the Backup Services related ticket wasn't in the Backup Services ticket queue. I've corrected this problem and contacted the manager of the Backup Services department to make sure they know about the ticket, and that it is already late due to the queue issue.

Thank you Aaron..

ITISTIC:

We do value your business and if anyone can get something done quickly it's Aaron. We are working to improve these times and the overall experience so I hope you can bare with us until we get everything worked out.

Believe it or not, every day we work out many policies aimed at improving customer service and response time. Of course there will be times when tickets fall through the cracks (so to speak) but our Management team is working every day on implementing new processes designed to prevent just this.

I'll refer back to Aaron as he is the veteran here on the forums. But I assure you your business is just as important to us as it was years ago. At times tickets do tend to fall through the cracks as we all learn these new systems. If you feel that we are missing something shoot us an email or post a forum and we will make sure it gets to the appropriate person.

Jon's right. It's a problem that we're definitly not happy about either, though obviously yall feel it much more directly.

Now, if something like this does happen I recommend notify.management [at] theplanet.com before coming here, because while I can't guarantee everyone will see the forum post, they will see their email.

Is there a reason this ticket still has not been updated? What is the status?

iTISTIC,

I have personally contacted someone in our Backups group and can assure you we have someone looking into your ticket at this time. I do apologize for the delayed response and can only offer our apologies for it taking this long to work towards a resolution. In the mean time, if you have any other questions or concerns, feel free to PM me and I will be more than happy to assist you.

TP-KellyH

Hi iTISTIC,

Your ticket has been updated. I would also like to apologize for the delay in response. I assure you that we are working towards better response times.