24/7 Support?

[solfer]

HG advertise 24/7 support - is this actually the case? Being based in the UK, if I raise tickets when most of the US are catching zeds, will I get a response 24/7..?

Anyone HG users in the UK care to comment?

[striddy]

Originally Posted by solfer

HG advertise 24/7 support - is this actually the case? Being based in the UK, if I raise tickets when most of the US are catching zeds, will I get a response 24/7..?

Yes, and yes you will. I have sent tickets when the US is meant to be sleeping and they do get replied to / fixed.

[Keith W]

I am UK based and can confirm that support is 24/7

[solfer]

Thanks both.. Reason I asked was that I raised 2 tickets about 7 hours ago and have heard nothing. Whereas last night I was getting responses fairly quickly.

I'll see how it goes - one thing my current host is hot at is quick responses to tickets - maybe I've been spoilt

[Goddess Dix]

I've found that the ticket response times seem to vary during the year or so I've been here, and think it's probably related in large part to the challenges of managing to staff support to keep up with the company growth. For a while, it seemed like the easy requests got picked off, so HG changed their ticket system to eliminate that.

Just a couple of tips for submitting tickets: do NOT respond to your own ticket to check on the status, as it will pop you back down to the end of the line. If you need to check on an active ticket, use Chat. I've also found it's best to keep the tickets limited to a single issue if possible, and try to be clear and succinct.

However, even on those times I did have a wait for ticket responses, the support I got remained high quality, so that I personally can live with. I'd rather wait a bit longer and have things done well than get faster but less helpful responses.

Hope that helps!

[GatorChrisN]

I work the day shift (8am-5pm US CST) and the response times are a good bit quicker during the day. The reason behind this is that many of the major upgrades/migrations/hardware changes/etc and special work requested are for off-peak (us-time) business hours so our night admins can get rather busy. Having said that, a 7 hour response is very atypical. Normally we consider ourselves to be doing poorly if we are over 1.5 hour ticket responses. One thing to keep in mind is that if you update your ticket and ask for a status the ticket system sees that as a response and thus puts the ticket at the end of the queue. So a few updates without a response from one of our support reps would put you back an hour or two each time. We are working on correcting this but in the meantime it's best to just wait for a response from us. I am off today so I have no idea what the ticket count is at, but 7 hours seems really extremely high.

Thanks for your business, hope we were able to resolve your issue(s) for you, but if not we will soon for sure.

[ghpk]

Iam from a different time zone (India), Happy With Hostgator since last 3 yrs. and Always found them online, Chat or on tickets whatever be the hour at any part of the Globe.

[jonel]

I am from the East, Philippines in particular. Our day here is night in there but I get there support. I can say that it is really 24/7...

I was at a nightmare-host that offered "24-7" support. What that meant to them was: After exchanging emails back and forth every 24 hours, we'll have an answer in 7 days.

With Hostgator, I get a correct answer to a support ticket within an hour or less. The very few times my server had a problem, I got on with Live chat and it was resolved in minutes. I don't know of any other host with as high a level of support as Hostgator.

[RainbowViper]

Originally Posted by mack

I was at a nightmare-host that offered "24-7" support. What that meant to them was: After exchanging emails back and forth every 24 hours, we'll have an answer in 7 days.

LOL!! Love that analogy, though at the time I'm sure you didn't.

[goscript]

You will surely find someone online at any time. Hostgator provides the best support ever http://punctdigital.ro/stat1.jpg

[alemcherry]

Here in Saudi Arabia(GMT+3), I never had a problem. Sometimes the email support can take few hours, but you always have the phone support/chat for emergencies.