ewiget
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Whats the average response time of trouble ticket? - 2004/12/08 00:58
This really depends on the problem or question. We are generally able to resolve any question you have within a couple of hours. As each trouble ticket is submitted, they are assigned a ticket number. This is placed into our active work orders. Every work order is completed in the order it was received by our support staff.
Some trouble tickets we are unable to resolve, for example, if you order a hosting account with us and after 3 days your domain is not resolving, this would likely indicate a problem with your registrar and beyond our control. We would verify the account is correctly set-up on the server just to make sure its not an issue with our DNS server, but we would have to refer you to your registrar for the answer and trouble resolution if you are still having problems.
If you submit a problem ticket that lies with an issue outside of our hosting agreement, for example, you are having a problem getting a custom or 3rd party php script to work that is not one of the features installed on the server or you are having problems with a custom mysql database that you created - the extent of our support is only to make sure that the php processor and mysql server are installed and working correctly on the server. If the support staff who is currently working is able to offer further asssistance beyond this, it is solely up to them and their abilities with that particular area, i.e. php coding, mysql databases, html, etc. All of our technical support staff is very knowledgable in these areas and depending on workload, they have been known to spend hours helping customers.
See G.M. response on this link for further details: http://www.xtremewebhosts.com/index.php?option=com_content&task=view&id=4&Itemid=2
Post edited by: ewiget, at: 2004/12/08 01:02
Ed Wiget
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