Avg Support Ticket Response Time
Dec 2, 2008
What is the average support ticket response time for your managed vps host? I know the time will vary depending on what is to be done. But what I am asking is the time for looking into some system parameters or some minor tweaking or just a general information question.
I am happy with KH since they are pretty fast in answering. Usually, my tickets get responded within 20-30 mins. But, when your tail is on fire, even 30 minutes seems to be eternity .
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Aug 10, 2007
Recently my VPS was not accessable when browsing to sites hosted on it. I noticed it and so did members of a forum hosted on the VPS.
I did a traceroute:
11 27 ms 27 ms 27 ms i-9-0.sydp-core01.net.reach.com [202.84.221.89]
12 180 ms 180 ms 180 ms i-3-0.wil-core03.net.reach.com [202.84.140.29]
13 180 ms 180 ms 191 ms i-3-4.wil03.net.reach.com [202.84.251.162]
14 180 ms 181 ms 181 ms assign.net.reach.com [134.159.63.66]
15 854 ms 261 ms * t3-2.mpd01.lax01.atlas.cogentco.com [154.54.3.141]
16 192 ms 192 ms 193 ms t7-1.mpd02.sfo01.atlas.cogentco.com [154.54.6.30]
17 193 ms 192 ms 193 ms t4-1.mpd01.sjc05.atlas.cogentco.com [154.54.6.70]
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
Those tracert's were timing out just before (one hop) they got to
18 193 ms 193 ms 192 ms Managed_Solutions_Group.demarc.cogentco.com [
19 193 ms 192 ms 196 ms vz07-ca.privatesystems.net [205.209.146.207]
The last one I assume is the node of my host and one hop before it gets to my vps.
So, if I received a response (almost an hour after submitting) from support that "I'm not seeing any issues with your VPS currently. From the trace route you have provided, it would appears that there is an issue along your ISPs connection. Please contact them for further assistance."...
Would you agree it's an ISP issue or network issue at the data center? I believe it's not an ISP issue and that I received an inaccurate and unacceptable response.
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May 28, 2008
Do you know any dedicated company that has very fast response time when contacted regarding server problems (bw slowdown, server not responding, etc.). I need really prompt support, best would be if techical support is available through live chat. Also, I dont need live chat like I experienced with some companies, in which 90% of the time they tell you please e-mail support@xxxx.xxx for help. And then I wait 6 hours for support to reply. I want company which will take server down/server slowdown very seriously and start resolving the issue within 15 minutes. Does support like this even exists, ?
Also, can you tell me in terms of responsivenes which is best (if you have server in one of these companies, what was their average response time):
HiVelocity, FDC, AlphaRed, any other company with good bandwidth offers. I need 20Mbps unmetered (or 100Mbps shared unmetered), or 6000 Gb outgoing bw.
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Sep 22, 2008
I have mi server in the planet. But I am not very happy with the support you give.
That's why I want to know what is the appropriate time for the response of a ticket?
30 minuts?
1 Hour?
2 hours?
3 hours?
4 hours?
8 hours?
12 hours
1 day?
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Sep 25, 2008
I can't get access to a certain site. I always get the page with:
network time out - server at *** takes to long to respons. More people have noticed this and apparently it only happens to people with certain specific providers. And not all the time. Some times they DO get access eventy to they belong to the same ISP. So I guess an ISP isn't blocking access to it otherwise it would be permenantly/The site administrator insists that certain ISP's are blocking his site. He's hosting it on his own server. The domain belongs is registered at namecheap.com.
If an ISP is blocking this site (if that's possible?), that would lead to that 'network timeout' page wouldn't it?
What is the most likely reason for getting a timeout page anyway?
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May 16, 2009
Request response time on my openvz node is very very low!
Load is below than 4 6 5
But ping, http, mysql, ... response time is very low!
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Aug 28, 2008
Any ideas on what's the average response time there?
Server is down for a whole day. Staff doesn't reply, called but signal is like a "busy" phone all the time. Not sure if this is my telephone operator issue or what.
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Sep 23, 2008
Can it be that the company provides 10 minutes response time guarantee?
Sharkspace.com provides that for their clients on shared and reselling services.
How can it be checked?
Do you believe in that?
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May 28, 2008
We are thinking to get Level(3) into our mix in Seattle datacenter. We did some tests from the UK, and the result is: Level(3) network can give less response time (from 3-10ms less), but run through more hops (4-6 hops more)
So, question is
- for normal hosting, which way do you prefer? Less hops or less response time?
- for VoIP service, which way do you prefer? Less hops or less response time?
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Apr 14, 2007
How can we know that how long it takes our server to respond, in terms of Microseconds. Is it take long time while processing an Ms Access database or SQL Server, Sending flash movies to client.
For example, I can accomplish a task while reading data from server database , also I can accomplish it using an image or flash movie.
Which way should be efficient for my visitors, I am using a paid hosting plan.
Also I have another question.
How could I know that a web hosting provider company's server is a fast machine than other company. I have options like "WebHost Company1" & "WebHost Company2"
I host the same website on both servers, while I request some page in a client machine, How could I measure the efficency & speed of the server, I am sure both servers will not send content to client with same speed.
due to any reasons, may be 1 server has more traffic, has slow hardware, has longer route.
Also which technology is faster, ASP, ASP.Net, PHP, coldfusion. Is there some way to measure these facts about a webserver.
In these cases, how could I choose best server. How to made decession about that.
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Feb 15, 2009
What is a good response time for pre-sales questions?
I have contact ed 4 hosts and here is their timing:
Godaddy: 17 hours
Geekstorage: 16 hours, second mail: no response for another 16 hours
Hawkhost: No response for 4 hours
Downtownhost: No response for 2 hours
My previous experience has been aspnix and I used to get their response within an hour but this time I need a linux host.
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Apr 25, 2009
My VPS from VPSVille is down more than 6:30h i have immediately open a ticket and have not receive response my ticket status is NOT VIEWED. Usually their response time is way faster. I have open another ticket thinking that there is mabye ticket error and thay have not receive the first one and 1h befora i have open the fist ticket about the problem i have send them another ticket about sales and so far no reply.
I have sugest them multiple times and now i`m vary disapointed.
So what is your average responce time from your VPS provider about ctitical problem and ticket marked with HIGHT priority ?
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Jun 9, 2009
I have a dedicated server that I am renting that appears to randomly respond very slowly for some reason (pings are between 90-4000ms with about 75% packet loss).
This has been happening lately (about once a week for the past 4 weeks) and I thought I had originally found the cause of the problem but it appears I haven't.
Originally, when this problem was happening we were getting an abnormally high about of traffic but a reboot always fixed the issue. I've checked every where I can think of but I cannot find anything out of the ordinary.
ight now we're averaging less than 2Mbps in traffic, the CPU load is less than 0.75, the memory usage is at 55% with no swap being used, Apache connections are normal, no active SSH, FTP, or mail connections, I've restarted all services which had no impact, I've checked the access and error logs but can't see anything out of the ordinary.
I have a ticket open with the data center but I'm trying to figure this out on my own to fix whatever is causing this so I can move my data over to a new server we just got setup over the weekend in a local data center.
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Apr 4, 2008
I've only had a server with them for a week and - being the guru that I am - managed to lock myself completely out of windows by mistake, no safe mode remedy or anything possible. I needed a fresh OS install but on top of that I needed access to my old data. It took them all of 6 minutes to notify me that my request was in the works. In under 2 hours I had a fresh C drive with a new OS and my old drive in there for me to copy data from.
I was fully expecting a slow, condescending response and a bill for the service (I asked to be charged but they refused and said that OS reloads are always free despite having to do more than a simple OS reload for me)... What I got was near immediate response from a polite and fully competent staff that did exactly what I wanted. Thanks ServerBeach!
I'll review their uptime after I've been with them for good chunk of time. I'm at Virginia and I read about two power outages they had before, but having dealt with their staff there I'm confident that these guys have that completely under control now.
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Oct 6, 2008
I recently made a shift to FDC for one of my servers that I use for downloadable content.
I went for a $199 server with a 100mbps shared bandwidth port. Now, the only problem I seem to be having with it is that downloads appear to be, I would say recognized, very slowly by the server before they start, however, once the download starts I get a full speed. This usually happens during peak times.
I'm using about 10/15mbps on the server according to my cPanel statistics. I just wanted to ask here prior to contacting FDC on this, whether this slow server response time has something to do with the bandwidth port, or perhaps the server's RAM, CPU, etc? Given I'm using quite minimal bandwidth on the port, should I consider having them fix this or upgrade the server instead?
And if I had to upgrade, would I need to upgrade the port or the RAM, or both for this?
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Aug 19, 2007
I have chosen a web hosting server for my oscommerce template and I face some problems with the response time and refresh performance of the site's pages.
I am thinking of changing to Lunarpages web hosting server.
Does anybody use Lunarpages? Does it refresh fast the pages? What is its responce speed? Is it fast in general?
I access my site from Europe while my web hosting server is in the U.S. Does it have anything to do with slow response?
I look for a fast web hosting in the US.
Is anybody cooperating with lunarpages that could provide me its URL to check its site's performance?
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Sep 16, 2008
Do you trust in 10 minutes response time guarantee?
Sharkspace.com guarantee that for their clients.
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Oct 28, 2009
anyone know of any company with fast response time? (5-30minute no matter what time of the day it is, and maybe even guaranteed in some way?)
i have 3 different server at 3 different provider for redundancy and backup purpose and on top of that have also try 3 other hosting company but seem like support is hit and miss depending on time sometime waiting 4-8+ hours for a response.
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May 13, 2008
10 days ago, I require volumedrive.com assign another ip to my server.
Yestoday, I ask them again.
I hope donnot need another 10 days.
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Jun 3, 2008
So we have a single Layered Tech box hitting our server with around 90 MBit/s for almost 12 hours straight now, resulting in over 400 GB excess traffic so far. An abuse report was sent about 4 hours ago (Ticket-ID: XZP-97559-339) with evidence included, but so far there was 0 reaction besides the auto-reply.
A phone call to the number listed on their website resulted only in a message that there is no one available at extension XYZ. I didn't try repeat calls since playing international phone tag is not quite my idea of fun.
I realise that it was/still is early in the morning at their location, but nonetheless, I'd expect a company their size to respond a lot faster to reports such as this.
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Aug 20, 2007
I signed up for a VPS yesterday morning. Asking for cpanel which was to be provided free. It is still not installed something about waiting for licences which are coming in tomorrow! Not sure about this.
Anyway I have alsoasked if they would add pspell to the php config and I will take over from there however I am still waiting and nothing has been done on the server.
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Jul 25, 2007
Every time when we email to some host, let's say sales@abchost.com, or support@abchost.com. Then immediately a autoresponder email with assign ticket number come back.
I wonder how they do this? how to add ticket no into the email we receive?
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Jul 14, 2009
I have VPS having whm/cpanel base, i also install RT ticket system, it install successfully, same way i did on 5 other server its ok, but on VPS due to apache different configuration it gives me.
You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, FastCGI or SpeedyCGI handler.
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Feb 6, 2009
is there anybody knows which ticket system does the Hostgator use? Or that is theirs unique system?
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Dec 11, 2008
ThePlanet not responding to a ticket for nearly a week?
I've used theplanet for years, but haven't used their support much. But after getting a new server, I discovered the configuration wasn't as promised (it was missing 5 IPs).
I left a ticket last Friday afternoon (12/4), but no response so I called support on the weekend. Although he promised they'd expedite it, the only result was a slightly sarcastic post to my ticket implying my expecting an acknowledgement within 24 hours was unreasonable.
I called on Monday, and the salesperson promised a manager would respond by Tue. Nothing by Wed, so I called again, and was promised that someone would contact me shortly but still nothing.
So now it's just a day short of a week after filing my ticket, and nothing but a runaround. Has their service gone downhill that much recently, or is it just me?
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Sep 23, 2009
BoxVPS seems to be have support problems judging from the threads here about BoxVPS. Furthermore, from my personal experience with BoxVPS in the last few days I can affirm this. My VPS went down about 2 days ago and the ticket with the request to look into it and reboot/start if necessary got no reaction. As BoxVPS has still no VPS control panel after HyperVM fiasco this is a BIG NO NO! ...
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Nov 11, 2008
This is a rare issue i have on a RHEL 5.2 + cPanel server.
Server time is:
Tue Nov 11 17:02:51 CST 2008
Squirrelmail time show:
Code:
Last Refresh:
Tue, 5:02 pm
So, that is correct too..
But email arrives with -4 hours time, example:
webmaster@xxx.com 1:03 pm testing email
I already rebooted httpd, exim, and imap server, and the server itself too.. and problem stills.
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Jan 6, 2008
I got report from webceo that I have some issues. May someone help me fix this?
DNS Lookup: 0.22 sec
Connect time: 0.33 sec
Host ping: 0.10 sec
That mean too slow with the other sites!
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Aug 9, 2007
I have a dedicated server specs: AMD 3500+ 64 Bit CPU, 1 GB Ram, 160 GB Sata Drive. For 1 month, CPU load average reaches 40-50 value. This happens about 5-6 times in a day. When I stop httpd service for 30 seconds everything goes normal. I think this is not a DoS attack because it comes systematic, I dont believe no one makes this regularly except bots.
Maybe its a system service or a cronjob but it stops when I turn off httpd service?
How can I be sure about what's making this regularly load?
I also did set up a script which mail me when load average of system goes crazy and restart httpd service. But instant restart is not working to stop load increase.
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Feb 6, 2013
The server is going down from time to time, every 12 days or so the site hosted there is no longer accesible, everything starts with the site slowing don and down and then is not longer reachable, what we do is to request a power cycle, and with this we start all over again till next power cycle, so on so on, of course, here are my server details and more info on this:
- MySQL - 5.1.41-3ubuntu12.10
- Apache - 2.2.14-5ubuntu8.4
- PHP - 5.3.2-1ubuntu4.9
- operating system: Ubuntu Server 10.04 LTS
After some time emailing the support guys to barely check about what's going on, we received an email with a few things:
1.- found a few errors that likely would cause issues with Apache. The first error is:
[Mon Feb 04 05:03:10 2013] [error] mod_fcgid: fcgid process manager died, restarting the server and the next error is:
[Mon Feb 04 14:32:34 2013] [error] server reached MaxClients setting, consider raising the MaxClients setting ...
Both these errors seem to indicate that you have a process that is running out of control on your server. We were unable to determine what script on your site is running caused your connections to be maxed out however it does appear that before these errors were generated there was a WordPress plugin referenced in your access logs...
2.- Additionally during our review we did find that your error log for mercadodedinerousa.com is 45 GB's which is excessively large and can cause problems when Apache is trying to write a such a large file.
3.- The majority of the errors being logged are:
[Wed Feb 06 12:12:31 2013] [error] [client 200.76.90.5] Options FollowSymLinks or SymLinksIfOwnerMatch is off which implies that RewriteRule directive is forbidden: /var/www/vhosts/mercadodedinerousa.com/httpdocs/index.pl, referer: [URL]
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