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How long does it take for "Site Down" support

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I have submitted ticket #705789 after checking the:

Please check this box if your issue is critical and causing your community to be offline or otherwise completely unusable.

Checkbox. My site is down and unreachable accept by ACP since installing the IP.Nexus upgrade. It has now been nearly six hours and I have yet to receive any help.

Can someone tell me how long an 'emergency' ticket takes to get a response.

Thanks in advance.


I have submitted ticket #705789 after checking the:



Please check this box if your issue is critical and causing your community to be offline or otherwise completely unusable.



Checkbox. My site is down and unreachable accept by ACP since installing the IP.Nexus upgrade. It has now been nearly six hours and I have yet to receive any help.



Can someone tell me how long an 'emergency' ticket takes to get a response.



Thanks in advance.




Hello

You posted your ticket into a specialist support department, specifically the IP.Nexus department, which is currently only monitored by the developer of that product. As such, it can take longer to receive a response than normal.

Mark should be online momentarily, so I'll be sure he sees your ticket ASAP.
  • Author

Thanks Dan,

Got to admit, I am getting into a bit of a flap here! :unsure:

Might be worth reuploading your files for nexus, ensuring that you are using binary, whilst waiting.

  • Author

OK, will do that. I am using WS-FTP Pro to upload, and it was set to binary, so it should have been OK.

Will upload again anyway.

I've replied to your ticket - let me know if you need anything else :)

  • Author

I've replied to your ticket - let me know if you need anything else :)




Thank you Mark, and it was all my own doing!

I managed to upload the wrong version of Nexus, it should have been for PHP 5.2 not PHE 5.3, so I need a right royal kick where the sun doesn't shine!

Am very glad that I didn't get round to uploading the files again!

A lesson to be learned here; Double check, and treble check that you have the right version! :blush:

Anyway, panic over, and I owe a debt of gratitude to Mark, and apologise for wasting his time in correcting my own stupid error.

Anyway, panic over, and I owe a debt of gratitude to Mark, and apologise for wasting his time in correcting my own stupid error.




Not necessary - it's what support is here for. :) Glad everything is sorted now!

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