So far - pretty unresponsive support

[camel2]

Following a failure in running php for vBulletin, I posted a support ticket at 5:21 (10:21GMT) and have received nothing but an automated acknowldgement. Is the ticket system up and running is it part of the 24/7 support? If so it's very unresponsive.

[GatorJoshL]

Good afternoon,

I see that you got an answer to your question but are still having some DNS issues it seems.

Let me try and explain why this took so long to get to us.
5:21 AM | Mar 13, 2008 <- This was your first request
This ticket was in our queue to be responded. Then you replied to the ticket with another questions
6:57 AM | Mar 13, 2008
Then, you submitted another reply:
6:57 AM | Mar 13, 2008 "is this ticket system working"
Then another
9:11 AM | Mar 13, 2008 same thing
Then an other
9:23 AM | Mar 13, 2008 same thing

Finally you stopped responding long enough, one of our admins got your ticket.

This is not your fault, you did not know this but, every time you respond the ticket goes to the bottom of the queue as we work oldest to newest tickets and the ticket system thinks it is a new ticket. Try and keep all requests in one reply. I just replied to your ticket and am awaiting your response.

Thanks and sorry for the confusion,

Josh Loe
Sys Admin Lv1

[camel2]

Thanks for that.
How much longer than 1 /12 hrs should I normally wait before seeking a response, obviously I don't want to bounce the request to the bottom of the queue in future?. I think the repeat postings are due to refreshing the page in my browser, as there's no refresh button on the ticket system. I later used some highlighted text 'view' which seems to enable a refresh without resending the data.

The error 404 page stopped coming up following some efforts your end. Joshua gave me a direct server link whereas I had used the one given in the right hand pane in the file manager in User CP. I'm assuming it was a propogation issue, but it's still not clear.

Thanks for the help. I'm afraid I may be back as this is a first foray into php.

[GatorJoshL]

Camel,

That was me who took care of your issue as I said I would.

Support times can vary depending on how many tickets are in the queue. Right now we have a good number. You can always contact live support by phone or email.

No worries,about the refresh. Just give us a little more time to respond I guarentee you there is someone here 24/7 to help you out.

Since we've discussed this can we change the thread title?

[camel2]

Originally Posted by GatorJoshL

Since we've discussed this can we change the thread title?

I can confirm that the title was representative of the situation at the time. There is no reason to change it as the issue reflects the response received at the time of posting. People can see it was resolved well since the initial delay in responding.