Server Performance

[Elijah]

Since last year I have been a happy customer of hostgator, tech support was lightning fast and my sites loaded instantly. Because of this great satisfaction I upgraded to a reseller account. Things seemed to be great up until this year ... I see a new site for customer tickets and NOBODY answered my tickets. At least support@hostgator.com worked but now I noticed it takes longer than before.. support has slowed down a bit.

This week I've experienced 2x of short downtimes, at least they didn't last long but I've never experienced anything like this in sequence. The server load is higher then normal and I don't think I've been getting the 99.9% uptime they promised.

I hope things improve, I'm not saying yet that the service is 'bad' now, it's just slowly going to that direction...

[GatorWesley]

I just replied to your last ticket, please provide more information on the ticket so we can look into these issues as I was unable to duplicate any errors on your site.

Your recent tickets have all been replied to:

PIK-2628810 - Replied to in 2 hours, 20 mins
OHJ-2628809 - Replied to in 1 hour, 40 mins
MKS-2622993 - Replied to in 20 mins
HBQ-2622291 - Replied to in 2 hours, 25 mins

Please provide the ticket numbers where you did not receive a response or received slow support.

[Elijah]

Yes you can't duplicate the errors because it works now, I do freelance for a living so my sites are important to be live most of the time. Thanks for looking though.

The recent tickets are all answered but I had problems with the old/archived tickets BKT-2426819 <-- This is a complaint of all 4 tickets unanswered, I had to email support again to get them all answered, this is a resolved issue but I did experience some inconvenience.

[GatorWesley]

None of the ticket IDs provided on BKT-2426819 pull up a ticket, if this was during the transition between our old and new ticket system, then they may have been lost and we apologize about that.

However your title stating "degrading support" is a bit misleading since all of the tickets since then were all answered in more than reasonable time.

I'm going to modify the subject to state "Server Performance" instead of "Support Performance", as it looks like all tickets were replied to in < 2 hours. We are working hard to get all response times under an hour like before, and hiring staff as quickly as we can. However, 2 hours is not exceptionally excessive and really doesn't indicate "support performance" issues to me.