Kimsufi ticket time

[sircolin]

Could someone please tell me how long it's normal to wait for a ticket to be answered, i have had a broken server for the last 40hrs and i still haven't been notified of whats wrong or any indication that it has even been looked at. I can't run any tests as i have been locked outta the machine.

My ticked now shows "replied" but there nothing written there.

is this the service I'm to expect here ? is this normal ?

Thanks

Col

[Marks]

depends on the issue, if it's really Level 1 intervention or Level 2.

Level 1 are done within minutes or 1-2 hours max. Level 2 is different

Are you sure that the engineers aren't waiting for you to come back to you?

Could you give us the ticket number, please?

[sircolin]

Thank you for your reply Marks.

Ticket No: 500742

This is still an ongoing problem after 4 days and one i am finding unacceptable. 25% down time in 21 days !!!

"Are you sure that the engineers aren't waiting for you to come back to you?"

ha i been waiting to get some work done for 4 days now, so I'm sure nobodies waiting for me.

they close one intervention and open a new one within seconds,
reboot is not working after the engineers intervention, either is reinstall.
The machine is sitting on the VMS list for the 4th day now.
Anyways i have a little more patience left (not much!) if it's still the same later today i will consider moving isp, i can't afford to lose any more time or customers over this.

[serge]

For me it took more then 30 days to resolve the ticket, so please be patient. Of course you have to pay for the server, even it does not work.

Now it works perfectly, but I am praying not to have any another issue.

[Neil]

Thank you for your reply Marks.

Ticket No: 500742

This is still an ongoing problem after 4 days and one i am finding unacceptable. 25% down time in 21 days !!!

"Are you sure that the engineers aren't waiting for you to come back to you?"

ha i been waiting to get some work done for 4 days now, so I'm sure nobodies waiting for me.

they close one intervention and open a new one within seconds,
reboot is not working after the engineers intervention, either is reinstall.
The machine is sitting on the VMS list for the 4th day now.
Anyways i have a little more patience left (not much!) if it's still the same later today i will consider moving isp, i can't afford to lose any more time or customers over this.

Hi

Your server has been online and in use for the past few days, unfortunately the swichport that your server was on has failed and we had to move it to a temporary switch, although your is online and active, it does mean that the Virtual Macs will not work.

Sorry for this issue, but we move the server back as soon as it has been resolved.