HostGator, I can't believe how responsive your helpdesk is.

[stevenh]

I was having trouble installing a script on my shared account today and kept getting an error 403. I posted a ticket with the helpdesk and fully expected to wait at least a few hours (and possibly have to get on the phone or use live chat) to get the situation straightened out. To my surprise, I got an answer back in less than 2 minutes from a "Level 2 Systems Administrator" letting me know exactly what the problem was (flagging a rule in mod_security) and that the problem had been fixed for me. I've never had such fast response from any other host when I needed tech support for something like this.

One more reason to love HostGator (as if "unmetered everything" for $10/month wasn't enough.. lol).

[GatorDHanna]

That's great to hear! Two minutes is faster than our average, but definitely not unheard of for a slow weekend or evening. I'm glad we were able to get your issue resolved so quickly.

[stevenh]

I think there might have been a few reasons I got such a quick response..

HostGator was aware of the issue (the script, called DELAVO, had just been released that day and quite a few people ran into the mod_security issue and had to get it whitelisted). I also gave as much information I could in the ticket about the name of the script, the error I was getting, the server I was on and the full filesystem path and URL to the script so I'm sure it was just a matter of an admin needing to search for that in the server logs and see exactly what was going on.

Either way, it was the quickest response time I ever got from a web hosting company's helpdesk.