MDbandit Posted June 21, 2009 Share Posted June 21, 2009 i cant believe that a hosting site doesnt operate over the weekend I have a non functioning website and i have to wait from fri evening to monday to get it resolved there site says: I've emailed I've called I've opened a support ticket I have a dedicated server which i cant access because the server is done I can't change anything on any page of the site Only parts of the sites are operating but is display outdated information because I have not access to my dedicated server (all links are broke,cant telnet or ftp file to/from site or edit any files) Definately have to have some type of customer support because i cant believe only people have problems with their site mon-fri!!!!During off hours, technical support representatives are still available in our client area ticket system. Email and ticket support is staffed 24 hours a day. Link to comment Share on other sites More sharing options...
Mark H. Posted June 21, 2009 Share Posted June 21, 2009 When you called and pressed the button for the Support Department, weren't you given an option for emergency (BILLABLE) support? Maybe with a phone number? That used to be true. Link to comment Share on other sites More sharing options...
Alex Posted June 21, 2009 Share Posted June 21, 2009 I don't know about hosting particularly, but I know there are staff that sometimes work over the weekend to sort out emergency issues. Link to comment Share on other sites More sharing options...
Management Charles Posted June 21, 2009 Management Share Posted June 21, 2009 We have emergency support department in tickets and also an emergency phone number you can call. Just choose the right prompt when you dial in. We do have people always available in the hosting department. Feel free to PM me with your information if you cannot access either of those routes for some reason. Link to comment Share on other sites More sharing options...
Mark Posted June 21, 2009 Share Posted June 21, 2009 [quote name='RainbowViper' date='21 June 2009 - 06:25 PM' timestamp='1245605114' post='1812223'] When you called and pressed the button for the Support Department, weren't you given an option for emergency (BILLABLE) support? Maybe with a phone number? That used to be true. Emergency support only carries a charge if you choose the emergency option and it's not an emergency. Link to comment Share on other sites More sharing options...
Mark H. Posted June 22, 2009 Share Posted June 22, 2009 [quote name='Μark' date='21 June 2009 - 12:45 PM' timestamp='1245606359' post='1812227'] Emergency support only carries a charge if you choose the emergency option and it's not an emergency. And the definition of "not an emergency" being within the sole purview of IPS, I would imagine? :whistle: Kidding aside, I didn't know that. I thought it was billable, period. Thanks for clarifying. Link to comment Share on other sites More sharing options...
Mark Posted June 22, 2009 Share Posted June 22, 2009 [quote name='RainbowViper' date='22 June 2009 - 04:35 AM' timestamp='1245641725' post='1812335'] And the definition of "not an emergency" being within the sole purview of IPS, I would imagine? :whistle: Kidding aside, I didn't know that. I thought it was billable, period. Thanks for clarifying. :) That appears when you select the emergency ticket department, right above the ticket entry box (you can't miss it). A similar message is played if you call and press whatever button you need to press for an emergency, which you then have to press another button to state you've understood. Link to comment Share on other sites More sharing options...
MDbandit Posted June 22, 2009 Author Share Posted June 22, 2009 [quote name='Charles' date='21 June 2009 - 06:39 PM' timestamp='1245605952' post='1812226'] We have emergency support department in tickets and also an emergency phone number you can call. Just choose the right prompt when you dial in. We do have people always available in the hosting department. Feel free to PM me with your information if you cannot access either of those routes for some reason. What is the emergency phone #? Where on the site is this? I saw only 1 support number on the site and called that. Basicaly it was some yap yap about them only being an answering service and they asked for my email address and phone number and i gave it to them (although i cant even receive email on my domain because my dedicated server is not working hence why im calling in for support) Link to comment Share on other sites More sharing options...
MDbandit Posted June 22, 2009 Author Share Posted June 22, 2009 [quote name='Μark' date='22 June 2009 - 06:32 AM' timestamp='1245648735' post='1812349'] :) That appears when you select the emergency ticket department, right above the ticket entry box (you can't miss it). A similar message is played if you call and press whatever button you need to press for an emergency, which you then have to press another button to state you've understood. Where is this at? Because in my client center there is NO option to send any type of hosting complaint ticket. (there is a category that says "IPS HOSTING" but its not clicking and i cannot send in a support to that department) Which is something I mentioned to support months ago that they need to change the options that I can choose from because there is no option to choose about a server not working or email not working, just about IP board and come copy right removal. So i didnt sent an emergency ticket because im unable to do that in my client center, maybe my client center is outdated. My website is running by defintion,but i have no access to it and im paying for a dedicated server. Normally if theres a problem with my site (since i have dedicated server) i can log into my whpanel and reboot the server or whatever, but i cant get access to it. Like if i had posted "im going to shoot the president" by mistake on friday, theres no way for me to changed it until monday when somebody fixes my server. I mean i would feel better if the site was totally down, instead of partially up, and i cant make any changes to it. so 2 days ticket in system and no help, so i dont think thats "in a timely manner" as printed in that picture you posted Link to comment Share on other sites More sharing options...
Mark Posted June 22, 2009 Share Posted June 22, 2009 [quote name='MDbandit' date='22 June 2009 - 09:22 AM' timestamp='1245658938' post='1812375'] What is the emergency phone #? Where on the site is this? I saw only 1 support number on the site and called that. Basicaly it was some yap yap about them only being an answering service and they asked for my email address and phone number and i gave it to them (although i cant even receive email on my domain because my dedicated server is not working hence why im calling in for support) Call the main phone number and it says "If you are an IPS hosting customer and your website is not responding, press 3 for emergency support information." [quote name='MDbandit' date='22 June 2009 - 09:24 AM' timestamp='1245659068' post='1812376'] Where is this at? Because in my client center there is NO option to send any type of hosting complaint ticket. (there is a category that says "IPS HOSTING" but its not clicking and i cannot send in a support to that department) Which is something I mentioned to support months ago that they need to change the options that I can choose from because there is no option to choose about a server not working or email not working, just about IP board and come copy right removal. So i didnt sent an emergency ticket because im unable to do that in my client center, maybe my client center is outdated. My website is running by defintion,but i have no access to it and im paying for a dedicated server. Normally if theres a problem with my site (since i have dedicated server) i can log into my whpanel and reboot the server or whatever, but i cant get access to it. Like if i had posted "im going to shoot the president" by mistake on friday, theres no way for me to changed it until monday when somebody fixes my server. I mean i would feel better if the site was totally down, instead of partially up, and i cant make any changes to it. so 2 days ticket in system and no help, so i dont think thats "in a timely manner" as printed in that picture you posted You should be able to press "IPS Hosting" and then "Hosting: Emergency" - if that option isn't available, then I'd send in a ticket to account assistance to get that enabled :) Link to comment Share on other sites More sharing options...
MDbandit Posted June 22, 2009 Author Share Posted June 22, 2009 [quote name='Μark' date='22 June 2009 - 10:04 AM' timestamp='1245661492' post='1812380'] Call the main phone number and it says "If you are an IPS hosting customer and your website is not responding, press 3 for emergency support information." You should be able to press "IPS Hosting" and then "Hosting: Emergency" - if that option isn't available, then I'd send in a ticket to account assistance to get that enabled :) ok so wow like i said my client ticket center was outdated I called again this morning, ticket still has been looked at yet but at least they made a change and updated my client center to add an IPS hosting section so i could NOW send a hosting problem ticket or even a hosting emergency. Link to comment Share on other sites More sharing options...
Mark H. Posted June 22, 2009 Share Posted June 22, 2009 [quote name='Μark' date='22 June 2009 - 12:32 AM' timestamp='1245648735' post='1812349'] :) That appears when you select the emergency ticket department, right above the ticket entry box (you can't miss it). A similar message is played if you call and press whatever button you need to press for an emergency, which you then have to press another button to state you've understood. Ah, OK. When I called Support once, outside of business hours, I didn't go "far enough" into the phone system to hear the message, apparently. Again, good to know. :) Link to comment Share on other sites More sharing options...
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