Invision Community 4: SEO, prepare for v5 and dormant account notifications By Matt Monday at 02:04 PM
craigf136 Posted November 7, 2015 Posted November 7, 2015 Anyone know what the current ticket response times are?
Paul.F Posted November 7, 2015 Posted November 7, 2015 For the weekend? Unless it is critical you will need to wait till normal working hours, generally they are pretty quick.
craigf136 Posted November 7, 2015 Author Posted November 7, 2015 Open since 1pm yesterday afternoon - not "critical" as in the website is down but "critical" in that moderation cannot be performed and activity stream can't be accessed.
Koby Posted November 7, 2015 Posted November 7, 2015 If you make a Ticket on Friday, it's my experience you'll likely be waiting till Monday. Otherwise a typical ticket response is usually within 24 hours.
craigf136 Posted November 7, 2015 Author Posted November 7, 2015 8 minutes ago, Koby said: If you make a Ticket on Friday, It should have said Thursday, forgetting this is now Saturday early morning now.
Paul.F Posted November 7, 2015 Posted November 7, 2015 4 minutes ago, craigf136 said: It should have said Thursday, forgetting this is now Saturday early morning now. Depending on your country :P
AndyF Posted November 7, 2015 Posted November 7, 2015 Normal support is 24/7 but responses may take a littler longer at the weekends. Bear in mind its 'support' that is these hours, if your ticket needs either T2 (advanced) / Developer (potential bug causing the problem) or is Customer Service / Management focused then it will likely be a weekday for a response. But its not unknown to have a response from these depts at a weekend.
craigf136 Posted November 7, 2015 Author Posted November 7, 2015 I know thanks @AndyF @Paul.F - the issue was raised as a request from the bug I logged and I was "hoping" it would be looked into fairly quick. As it stands our moderators can't moderate and our users can't use the activity stream - fairly critical for us but not show stopping.
AndyF Posted November 7, 2015 Posted November 7, 2015 3 minutes ago, craigf136 said: I know thanks @AndyF @Paul.F - the issue was raised as a request from the bug I logged and I was "hoping" it would be looked into fairly quick. As it stands our moderators can't moderate and our users can't use the activity stream - fairly critical for us but not show stopping. I'd say 'broken moderation' was reasonably important, especially if it means your community members can't be 'attended to' by staff if needed... I guess it depends slightly on if your community is 'well behaved' or not. Don't mis-read me as this saying "if they are well behaved it can wait" , I don't mean that. , I just mean its slightly difficult to judge that on a scale if the rest of the community is functioning fine and also how much of their moderation control is broken, for instance if just say "move topic" was dead but everything else worked, that would not usually be an 'emergency' If you wanted me to stick my neck out ( ! ) I'd take a guess it will be seen but if its judged as a T2 or Dev issue then its likely to be a weekday, but its not my place to say that really. I can only say what I think is correct... While you wait you could try the default theme (if using a custom one) and also temporarily disable any plugins you have to see if any third party item is causing it.
craigf136 Posted November 7, 2015 Author Posted November 7, 2015 That's OK Andy, understand where you are coming from Full MCP, Activity Stream & User Profile access results in error EX2048 - been through all the different scenarios but nothing works, test site with the same database, files, plugins, apps works fine (pretty strange one tbh). Ou users are pretty well behaved but we have "one or two" users who are on post moderation. It's not a massive issue but it's just getting to the stage that the team are asking what's going on. I'm not bashing IPS or the support times, generally they are extremely good, this one just seems to be taken a little longer than usual to be looked at.
Paul.F Posted November 7, 2015 Posted November 7, 2015 If you have a look at the Admin - System - Support, you have error logs and system logs on the right. You can have a look in these and try and see what's going on.
Management Lindy Posted November 7, 2015 Management Posted November 7, 2015 Response times are pushing the envelope at present and I must apologize in advance for delays. It seems we underestimated the number of clients that waited for IPS4.1 to upgrade from 3.x The good news is, we're well past most of the daunting issues seen in the earlier days of IPS4 - it's just volume at this point. Unfortunately, we are lagging behind a bit more than usual as we press through nearly triple our normal support volume. As you've noted, our responses are typically a matter minutes, not hours and days - so we don't like seeing the queue stack up and believe me, the guys on the front line take it personally. Rest assured, we're working through as quickly as possible and expect things to return to normal over the next week. Thanks for your patience!
Paul.F Posted November 7, 2015 Posted November 7, 2015 I think I found the problem. This is just for laughs, no hidden messages.
Koby Posted November 7, 2015 Posted November 7, 2015 7 minutes ago, Lindy said: Response times are pushing the envelope at present and I must apologize in advance for delays. It seems we underestimated the number of clients that waited for IPS4.1 to upgrade from 3.x The good news is, we're well past most of the daunting issues seen in the earlier days of IPS4 - it's just volume at this point. Unfortunately, we are lagging behind a bit more than usual as we press through nearly triple our normal support volume. As you've noted, our responses are typically a matter minutes, not hours and days - so we don't like seeing the queue stack up and believe me, the guys on the front line take it personally. Rest assured, we're working through as quickly as possible and expect things to return to normal over the next week. Thanks for your patience! I was one of the ones who waited for 4.1 before changing from 3.4.x Figured the kinks of a new age would be worked out by then, but then 4.1 apparently was introducing quite a bit of stuff. The issues lately are pretty understandable given the amount of changes. Of my like 20 support tickets through the years of being a client, almost half of them have been in the last two weeks since making the jump. It's great to see despite the numerous issues; how quickly they get addressed in the bug tracker and a new release comes out with those fixes.
Izaya Orihara Posted November 7, 2015 Posted November 7, 2015 1 hour ago, craigf136 said: It should have said Thursday, forgetting this is now Saturday early morning now. LOL I had a ticket posted last Thursday and I didn't get a reply till Monday morning of this week. I hope yours wont take as long though
Management Lindy Posted November 7, 2015 Management Posted November 7, 2015 46 minutes ago, Koby said: I was one of the ones who waited for 4.1 before changing from 3.4.x Figured the kinks of a new age would be worked out by then, but then 4.1 apparently was introducing quite a bit of stuff. The issues lately are pretty understandable given the amount of changes. Of my like 20 support tickets through the years of being a client, almost half of them have been in the last two weeks since making the jump. It's great to see despite the numerous issues; how quickly they get addressed in the bug tracker and a new release comes out with those fixes. Well, you're certainly not alone then! With IPS4 being a brand new platform from the ground up, I certainly don't fault anyone for waiting for .1. Truth be told, I'm a bit relieved -- if we had this volume and the early release blues of IPS4.0 - I'd be rocking and crying in the fetal position of my office by now. The biggest challenge with 3.4 upgrades is the requirement of the data being proper for IPS4. IPB was pretty loose in terms of what it would accept whereas IPS4 is not. This will ultimately lead to a much stabler experience in the long-run, but there can be a few initial pains for those with charset issues, those who converted from other software to IPB, etc. Hang in there... I may be ever so slightly biased, but IPS4.1 totally rocks. :)
svit Posted November 7, 2015 Posted November 7, 2015 My recent experience is as follows: Our 5 presentations have crashed (50x error) and I have filed a ticket on Moday 7AM. Since nobody was responding after 2 days of my sites being down, in my desperation I have contacted the key IPS team personnel via PMs on Wednesday 1PM to alarm the support team to address my ticket. It was only Wednesday 7PM (3 days from I have filed the tickets ) when Support team responded my ticket. Meanwhile I have also filed another ticket to the Customer Service team to contact the Technical Team and weak it up, I was advised that in similar cases I should always by flagging tickets as Urgent. When I asked why the option is not available to me in hte Client area I was explained that it was switched of some time in the past, because I have allegedly abused the function (which I am completely unaware of). To sum up, this was one of the worst experience so far (apart of all the previous very positive response times over the years) and I would probably not share it with you if I have received some sort of apologies ensuring me that it will not happen again, I havent received a response to my PM till today.
Management Lindy Posted November 7, 2015 Management Posted November 7, 2015 10 minutes ago, svit said: My recent experience is as follows: Our 5 presentations have crashed (50x error) and I have filed a ticket on Moday 7AM. Since nobody was responding after 2 days of my sites being down, in my desperation I have contacted the key IPS team personnel via PMs on Wednesday 1PM to alarm the support team to address my ticket. It was only Wednesday 7PM (3 days from I have filed the tickets ) when Support team responded my ticket. Meanwhile I have also filed another ticket to the Customer Service team to contact the Technical Team and weak it up, I was advised that in similar cases I should always by flagging tickets as Urgent. When I asked why the option is not available to me in hte Client area I was explained that it was switched of some time in the past, because I have allegedly abused the function (which I am completely unaware of). To sum up, this was one of the worst experience so far (apart of all the previous very positive response times over the years) and I would probably not share it with you if I have received some sort of apologies ensuring me that it will not happen again, I havent received a response to my PM till today. I'm very sorry for your frustration. I took a brief look at your account history and it does seem you've had some struggles. Unfortunately, many of them (specifically the database issues) are hosting related, which I presume is why you inquired about our Community in the Cloud offering (which I'd be happy to assist you with.) I did read your host's response, but I'm afraid database / table crashes are the result of ... something happening on a server level. The disk may have been full or erroring, the server may have been improperly shutdown, etc. There is obviously a server issue as it was noted in your logs innodb was in forced recovery. Unfortunately, this is all too common with clients being caught in the middle between software vs hosting. I would really welcome you to work with us on a migration strategy and I'd be willing to help the best I can to ensure a smooth transition -- I think your experience would be much more pleasant in an environment created specifically for IPS products. Moving past that, it does seem you've had a run of software issues that required escalation to our advanced support team. I'm very sorry for the delays in resolving your concerns. I also apologize for the exchange regarding the critical flag. "Abuse" is a strong word and I will address how we approach that internally. Misuse may be a slightly better example and we recognize that there's typically no harm intended on the part of the client. Occasionally, when we encounter repeated use of the critical flag for non-critical issues, the ability to submit critical tickets is removed. This is to ensure fair service to all as of course we want to prioritize people who have complete outages over those who are simply unable to install a new add-on (as an unrelated example.) It's also possible the flag was set completely on accident - I don't see a note in the history. I apologize for the communication gap regardless and as noted in your ticket, the critical functionality has been restored to your account. Finally, those of us who have PMs enabled don't mind receiving PMs, but I personally don't read through all of them every day due to the sheer volume. For urgent issues, it is best to contact us via customer service. If you have a service level concern, please indicate in the message that you would like it escalated to management. Those are processed and reviewed usually on a daily basis. Once again, I'm sorry for the frustrating experience and we're standing by to continue to make it right as reasonably possible. Thanks for your business.
h-y-b-r-i-d Posted November 7, 2015 Posted November 7, 2015 I have a fairly critical issue, been 18 hrs so far, no response and anther less critical, 24 hrs so far, no response,
craigf136 Posted November 7, 2015 Author Posted November 7, 2015 @Lindy thank's I kinda thought it would be due to heavy demand on support, as normally it's responded to within 1 or 2 hours. Thanks for the update.
MADMAN32395 Posted November 7, 2015 Posted November 7, 2015 1 hour ago, DealTrakr said: I have a fairly critical issue, been 18 hrs so far, no response and anther less critical, 24 hrs so far, no response, did you mark it as such? you should have a critical button when creating a ticket. unless this option has been removed from your account.
Lee_M Posted November 7, 2015 Posted November 7, 2015 7 hours ago, craigf136 said: I'm not bashing IPS or the support times, generally they are extremely good, this one just seems to be taken a little longer than usual to be looked at. Might I just throw into the mix the recent forum update and security patch, I put in a request for support on Thursday and am still waiting, just suggesting there could be a back log?
craigf136 Posted November 7, 2015 Author Posted November 7, 2015 It has already been mentioned 5 posts above by Lindy ;)
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