ThePlanet Not Responding To A Ticket For Nearly A Week?

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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Time For Ticket

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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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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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 [
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