darmok1 Posted November 8, 2015 Posted November 8, 2015 ID #: 932260 Gallery is down and has been for 3 days (very important to my site), a little surprised there has been no ticket response for 3 days? I'm worried when I finally get a response it'll be the generic "run the support tool" which I have already done. Disabled plugins/apps, created new default skin, etc. problem still exists.
CheersnGears Posted November 8, 2015 Posted November 8, 2015 Make sure you put the details of what you've tried already in the ticket
TheSonic Posted November 8, 2015 Posted November 8, 2015 Same here. Bills payed, supporttickets left alone.
openfire Posted November 8, 2015 Posted November 8, 2015 2 of those days are weekend days, right? Don't expect a response on the weekends.
AndyF Posted November 8, 2015 Posted November 8, 2015 Support is available at the weekends although it tends to (naturally) be a little slower than a weekday. Bear in mind this usually means normal support, if your problem requires 'advanced' or a developer to look, it may require a weekday for these personnel to respond.
Rhett Posted November 8, 2015 Posted November 8, 2015 We are closed on the weekends, we do have limited support staff available during off hours, however this is normally limited to emergency and critical items, as time allows, standard tickets are done as well. If this is not a ticket marked as critical, then it will likely be monday as well before you see a reply.
darmok1 Posted November 9, 2015 Author Posted November 9, 2015 16 hours ago, openfire said: 2 of those days are weekend days, right? Don't expect a response on the weekends. My support request was initially submitted Nov 5th (Thursday) :)
TheSonic Posted November 9, 2015 Posted November 9, 2015 Still no response. Ticket opened on Thursday... 3 Bussinessdays. THANK yOU!
Management Lindy Posted November 9, 2015 Management Posted November 9, 2015 I'm very sorry for the delayed in support. We're frustratingly behind due to the immense popularity of IPS4.1. We're doing our very best to catch up the backlog this week. If there's a critical issue, please feel free to mark it as such. Otherwise, we ask for your continued patience. Thank you!
ghinton Posted November 10, 2015 Posted November 10, 2015 @Lindy How far behind are we talking? I submitted one Sunday afternoon, so when should I expect to possibly hear something?
Management Lindy Posted November 10, 2015 Management Posted November 10, 2015 57 minutes ago, ghinton said: @Lindy How far behind are we talking? I submitted one Sunday afternoon, so when should I expect to possibly hear something? Based on your position in the queue, I would expect something no later than later Weds or Thurs. We'll have additional capacity on Wednesday and beyond, so we hope to move more quickly through the backlog.
darmok1 Posted November 10, 2015 Author Posted November 10, 2015 1 hour ago, Lindy said: Based on your position in the queue, I would expect something no later than later Weds or Thurs. We'll have additional capacity on Wednesday and beyond, so we hope to move more quickly through the backlog. Have you considered more support staff? I don't know if this level of support is acceptable anymore.
Management Charles Posted November 10, 2015 Management Posted November 10, 2015 3 hours ago, darmok1 said: Have you considered more support staff? I don't know if this level of support is acceptable anymore. It does not make sense to hire more staff for events that happen once or twice a year. As always, if your issue is critical just mark it as such and we will reply promptly.
darmok1 Posted November 10, 2015 Author Posted November 10, 2015 2 minutes ago, Charles said: It does not make sense to hire more staff for events that happen once or twice a year. As always, if your issue is critical just mark it as such and we will reply promptly. It isn't always necessarily critical, ie: "site is down" but core features of the site that don't work. For example, what if the gallery doesn't load but the rest of your forum does? Would that be considered critical?
Dll Posted November 10, 2015 Posted November 10, 2015 10 minutes ago, Charles said: It does not make sense to hire more staff for events that happen once or twice a year. As always, if your issue is critical just mark it as such and we will reply promptly. Not sure your customers would agree with that sentiment. The key time to offer good & timely support is when people need support, there's little point in offering timely support at all times of the year except when updates etc occur as that's probably the only time the majority of your clients will ever need help. Understand that from a monetary perspective it's hard to justify but that's surely for IPS to deal with, rather than letting the customer take all the pain?
ghinton Posted November 10, 2015 Posted November 10, 2015 8 hours ago, Lindy said: Based on your position in the queue, I would expect something no later than later Weds or Thurs. We'll have additional capacity on Wednesday and beyond, so we hope to move more quickly through the backlog. But thanks for responding and letting me know. Kinda disappointing since it has typically taken less than 24 hours in the past.
Sinistra Sensei Posted November 11, 2015 Posted November 11, 2015 I have had something up about my activity feed for 4 days I understand the backlog. but it seems like my site is degrading first activity feed then locked tasks and now profile pages aren't working I updated my ticket with theses but nothing yet.
Admonstrator Posted November 11, 2015 Posted November 11, 2015 On 9.11.2015, 19:30:28, Lindy said: If there's a critical issue, please feel free to mark it as such. Otherwise, we ask for your continued patience. Thank you! Now I have to ask: How can I mark a ticket as urgent / critical?
Martin1980 Posted November 11, 2015 Posted November 11, 2015 Before you submit a ticket, there's a small checkbox to mark the ticket as urgent.
AndyF Posted November 11, 2015 Posted November 11, 2015 3 hours ago, Admonstrator said: Now I have to ask: How can I mark a ticket as urgent / critical?
Admonstrator Posted November 11, 2015 Posted November 11, 2015 Thanks @AndyF ... I create my tickets by the builtin support routine - after that it's not possible to change the serverity. But thanks anyway
AndyF Posted November 11, 2015 Posted November 11, 2015 13 minutes ago, Admonstrator said: Thanks @AndyF ... I create my tickets by the builtin support routine - after that it's not possible to change the serverity. But thanks anyway You're welcome. I realise that Martin1980 had mentioned where to find it but thought "a picture speaks a thousand words" as such... I don't think there's a critical option for the support routine built in as critical issues can usually be judged as 'community is inoperative' so you may not always have working ACP access, so in those cases (or cases where it is critical but your ACP is alive) its best to head over to the Client Area directly. The built in tool is a great addition but I don't think it was intended for critical issue submissions.
ghinton Posted November 12, 2015 Posted November 12, 2015 @Lindy Well, they got to mine today, only to say we need login and ftp info. I gave them ftp and you should have had login info since the software created it's own admin account at the time I submitted the ticket. The next I get is that this is going to need further investigation and that is could take longer and is only available Monday through Friday. The thing is, according to my logs I don't even show where someone has even attempted to sign in to either the software or ftp, so not quite sure how they know that it needs escalating or not. So... about how long will I need to wait again before Tier II will get the opportunity to look at it?
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