HG Support system

[fmpm]

Hi.
This is my first Month with GH, and I have to tell the support is bad, the average time is about 6 hours, and now I'm waiting to one anwer for 24 hours. I'v changed from other host company, because the servers are very slow, but they reply to my tickets in about 15 min.
I don't know whats happening with my site, in cpanel and whm, I see the information "used space 902 Mb " and I only have about 51 Mb ocupied.
Maby someone hack my site and have one hidden folder, I dunno, but I need to know what's the problem, and until now I don't have any answer to that problem.
I hope that improve the system ticket, or I have to move again to other host company with better support system.

Ticket - BKW-2388297

Thanks

Machado

Sorry for the delay in answering your ticket. But we have fixed your issue. Please contact us if you have any questions. Thanks!

Hi,

Typically, support responses should be under an hour. We just switched over to a new support system, so some of the delay is due to this (ticket sorting is different than before). Once things are smoothed out, the new features will make things even faster than before. Anyway, I believe we'll be reverting back to the old queued sorting method quite soon (the one we used in Kayako), which should improve overall response times. Thanks for your patience.

[GatorBrent]

Hello,


I see it looks like all your problems were solved. Am I able to update this to a positive review? If not what can I do to change your experience with us? Thanks!

[fmpm]

Yes, for now, I'm happy with HG.
I hope that the problems are resolved with the support system.

Thanks

Francisco Machado