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K0nfe

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Still waiting for my nameservers to change to my domain.... And support havent answered to me over 2 days now. Nameservers are accepted on my domains host side but still cant use my own domain... So it would be nice that support be more active... my 30 days is running.. And 2 days of it i cant use it.

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Over the weekend we would only usually deal with urgent support queries, resulting in a site being offline. Whilst we will attend to some other items (I see your original ticket was actually responded to on the Saturday itself), switching over domains would only generally be done during the week. Your ticket will certainly be dealt with at some point today.

It may surprise you actually that our standards of service actually state that depending on the nature of the request, can be up to 2 business days, but usually within 2 hours. During the week however, we do tend to attend to most items in less than the 2 hours, often within minutes. So please do not feel that this is the general support times in which you would come to expect during business hours, as this certainly would not be the case. Of course, if you do ever have any problems, please do shout up.

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13 minutes ago, K0nfe said:

Yes, but thing is.. I pay 30$ and i cannot use forum on my domain.. Pretty much 2-3days wasted and pretty sure i dont get time refund either.... Since its not really my fault imo...

It's there in the terms you agreed when you bought the software. You should read stuff before click in the button. You should have waited until today.

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We apologize for any inconvenience. As has been mentioned, support response times can be delayed during the weekend due to limited staffing, which is made clear in our Terms of Service. We will address your support request as quickly as possible. Thank you for your patience!

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If your site is unusable, this is one of those rare instances where an "emergency" ticket might be warranted. This is one of those times where I think Rhett could have directly responded and assisted with your cloud hosting and got you straightened out. 

But lesson learned ... Pro tip #8: submit your normal support tickets Monday to Thursday business hours.  

 

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