Tier 3 Support Not Responding

[Josiah Wallingford]

I have a serious issue that is affecting business. I opened a ticket for the issue and received a speedy response multiple times back and forth. Eventually, the ticket was escalated to Tier 3 support. Since it has been escalated I have heard nothing back, even when asking for any kind of update, like we are looking into this. It was escalated almost 10 days ago.

Is this normal, maybe it slipped through the system somehow? I have no idea how else to contact anybody about the issue. Should I just start over with a new ticket?

Any advice?

[asigno]

I had a billing issue escalated to T3, took about a week for it to be resolved.

[Collin1000]

Tier 3 is specialist support - there's likely a specific person that needs to address your ticket or a specific issue that needs to be investigated first. 

Also, don't bump your ticket. IIRC it gets sent back down the list when you do that. 

[Josiah Wallingford]

Okay, thank you. I will wait another week before freaking out again.

[DesignzShop]

5 hours ago, Josiah Wallingford said:

Is this normal, maybe it slipped through the system somehow?

Tier 3 handles the most serious of issues and sometimes depending on the issue it could take that long because it may need to be brought up in a team atmosphere for one, it may require more changes than just a simple fix and various other reasons. On top of all this there's other serious issues being looked into previous to your ticket and I suspect that's the issue.

I think you done the right thing however Josiah and said hello after a week ? Just in case factor. I'd like to mention Josiah that most of my tickets end up in tier 3 and it's never just a few days ? They do however always get the issue ? 

Kind Regards

[bfarber]

Yeah, as has been mentioned, tickets that make their way to tier 3 may take longer than usual to resolve for various reasons. As long as the ticket shows in an open state (i.e. not Closed or Resolved) in your client area, rest assured that we will get to it.