Response time? (ticket support system)

[inmytribe]

I'm unsure if I'm just impatient or it's to do with the response time of the ticket support system.

I opened an account over weekend and a welcome email says I can access cpanel, but I failed to gain access to cpanel each time. I took out a ticket.

This afternoon I was told that it may be because my password wasn't secured enough for cpanel, so I was asked to provide a new password, which I did. I hadn't heard back since then.

The correspondence was good so far and I have no complaint at all. Just a little unsure what to do now.

What's the average response time for you guys?

Thanks! (Ticket: DAV-2694571)

[GvilleRick]

What error are you getting? Does it say that the password has failed or are you unable to see the cPanel login page?

I'm not sure what the average time for ticket replies is. My experience has been under an hour (usually much under) but these past few days have not been average due to increased tickets because of a mass change of passwords and a problem at the datacenter for many dedicated server clients.

[inmytribe]

Oh I can see the cPanel login page, using the URL provided in the welcome email. Whenever I try to log in, I get this error message: "Login Attempt Failed!"

Thanks for the explanation, which is assuring as I was a tad worried it might be the norm. Many thanks.

[GvilleRick]

It does sound like some sort of problem with the password or username. Do make sure that you are entering the information exactly as sent including the case of the username and password. There could have been a problem in the account set up and the techs should be able to sort it out pretty quickly.

Don't reply back to the ticket asking for an update, that will just move the ticket back in the queue. You can check with Live Chat and ask for an update.

[inmytribe]

OK. Thank you for your help and tip. Much appreciated.

[Adorkable]

My response time used to be 2 to 11 minutes.

Then, "something" happened. Now, 4 hours is the fastest response time.

[GatorChrisN]

Originally Posted by Adorkable

My response time used to be 2 to 11 minutes.

Then, "something" happened. Now, 4 hours is the fastest response time.

We have had a few "somethings" in recent history, we had response times as low as 10 minutes a few times over the last few months, but most recently we have had the password audit and then the datacenter outage, both of which generated a lot of tickets. Barring any other unusual events we should be back down under an hour in the near future, we are working very hard to be as efficient but effective as possible with each ticket. You can accomplish some of the basic-moderate support issues with our Live Chat, so it's always worth a shot before submitting a ticket.

[inmytribe]

Popping in to say that it's all sorted.

Many thanks to GvilleRick for suggesting Live Chat as a possible source of help, and to Carlos A. (from Live Chat) who's been a great help.

Cheers!