Tech Support Tickets

As the title says. Today I speak with anger at the way some hosting businesses ignore any tickets posted to their sites. I have had to wait 2 hours for a response to my server crashing in the past, 6 hours when I had access problems. Yet these same sites will send 10 days before a bill is due, a reminder, then hassle you until you pay. Even though when you have paid they ignore your questions.

My current server is an example of this I pay over $500 per quarter for the service, including managed hosting, which is meant to be a 24/7/365 support plan, yet my ticket currently on their system is now 8 hours unanswered, even though it is important.

So are other companies better. I don't know. Mailing their sales department for information usually gets a quick answer, as they want a sale, but it does not help you decide if they have better support or not. Its not unreasonable of me is it? To think that as a paying customer, when I need them, that they answer within a hour or so.

A server crash should be seen quickly and fixed, other support, should at least get some sort of "you are blah in the queue our support team will respond to your ticket soon", maybe an auto response every 2 hours or so just telling you your position, or even indicating it in their support panel.

Right, rant off, hopefully my support nightmare will end soon.