expected support times? - Dotable

ieee488 · 27th August 2007, 01:56 AM

I currently have a website with another webhost.
On Friday evening USA time, I lost the webmail interface.

It is midday Sunday. The issue has not been resolved.

Is this something that with Dotable would have resolved sooner or is it such a trivial issue that I would be forced to wait until Monday a work day where there would be more personel on staff?

I am trying to be reasonable in my expectations.

Thanks.

waldo · 27th August 2007, 07:40 AM

Here's my honest opinion...

The team at Dotable would have most likely resolved sooner, with the following caveats:
1. There are odd gaps in support response times, mostly driven by timezone differences it appears.
2. I'm having problems with webmail, but have been advised that since it's CPanel related, I shouldn't expect a fix. Keep in mind all Cpanel hosts are in the same boat when it comes to errors like this.
3. Overall, still feel Dotable is up there with the best.

I don't think you're point about weekend / work-days is relevant - in the present "e-market", there's no reason you should wait 'til a working day for a proper response and resolution.

Cheers.

RuKiwi · 14th September 2007, 12:57 PM

Waiting for weekend to past by to get dissent support fix is way out of line, it is Internet, not a cookie shop isn’t?!

From my 1 year+ experience with dotable. 4 or 6 hours the longest i have been waiting for.
Yet, that was not a high priority. Usually Bobs pretty good with response. Problem get solved in the very professional manner. If some major(server wide) problems came up you always get updates here on the board.
Out of several hosting providers I have been dealing with and still have same accounts with, - Dotable is on top of my list so far.

rois · 14th September 2007, 04:57 PM

I would have to agree with Rukiwi. Though I have not had to contact support that often but looking at "problems" posted here, majority seems to get resolved in a timely manner.

waldo · 15th September 2007, 11:42 AM

On the subject of the forum, Dotable gets much credit - server-wide updates are posted in a very timely fashion and there appears to be a clear precedent as to what is suitable for forum discussion and what would be best placed in a support ticket. Not many of my past suppliers have managed to utilise a forum to it's fullest potential.

27th August 2007, 01:56 AM	#1 (permalink)
ieee488 New Dotable member Join Date: Apr 2007 Location: central NJ Posts: 8	expected support times? I currently have a website with another webhost. On Friday evening USA time, I lost the webmail interface. It is midday Sunday. The issue has not been resolved. Is this something that with Dotable would have resolved sooner or is it such a trivial issue that I would be forced to wait until Monday a work day where there would be more personel on staff? I am trying to be reasonable in my expectations. Thanks.

14th September 2007, 04:57 PM	#4 (permalink)
rois Senior Member Join Date: Aug 2006 Location: Neptune Posts: 206	I would have to agree with Rukiwi. Though I have not had to contact support that often but looking at "problems" posted here, majority seems to get resolved in a timely manner. __________________ Cheers, Roi

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27th August 2007, 07:40 AM	#2 (permalink)
waldo Cross Hare Join Date: Jul 2006 Location: Scotland Posts: 450	Here's my honest opinion... The team at Dotable would have most likely resolved sooner, with the following caveats: 1. There are odd gaps in support response times, mostly driven by timezone differences it appears. 2. I'm having problems with webmail, but have been advised that since it's CPanel related, I shouldn't expect a fix. Keep in mind all Cpanel hosts are in the same boat when it comes to errors like this. 3. Overall, still feel Dotable is up there with the best. I don't think you're point about weekend / work-days is relevant - in the present "e-market", there's no reason you should wait 'til a working day for a proper response and resolution. Cheers.

14th September 2007, 12:57 PM	#3 (permalink)
RuKiwi Senior Member Join Date: May 2006 Location: New Zealand Posts: 153	Waiting for weekend to past by to get dissent support fix is way out of line, it is Internet, not a cookie shop isn’t?! From my 1 year+ experience with dotable. 4 or 6 hours the longest i have been waiting for. Yet, that was not a high priority. Usually Bobs pretty good with response. Problem get solved in the very professional manner. If some major(server wide) problems came up you always get updates here on the board. Out of several hosting providers I have been dealing with and still have same accounts with, - Dotable is on top of my list so far.

15th September 2007, 11:42 AM	#5 (permalink)
waldo Cross Hare Join Date: Jul 2006 Location: Scotland Posts: 450	On the subject of the forum, Dotable gets much credit - server-wide updates are posted in a very timely fashion and there appears to be a clear precedent as to what is suitable for forum discussion and what would be best placed in a support ticket. Not many of my past suppliers have managed to utilise a forum to it's fullest potential.