Call them?Cogent responds to tickets within 2 days for support and 5 days for billing. Best sla
Whenever I needed nullroutes/network adjustments I always had great luck with their phone-in support.
Francisco
Expectations in regards to ticket reply
- Thread starter danni
- Start date
Whenever I needed nullroutes/network adjustments I always had great luck with their phone-in support.
Francisco
We try to respond to tickets within an hour (current average is 18 minutes) but we make sure to outline everything so our clients know what to expect when they contact us for support before they open a ticket: https://my.securedragon.net/submitticket.php
For the most part clients are understanding because we provide them with exactly what to expect, normally clients are blown away when we have a resolution in under 5 minutes or respond in under 1 minute. Some clients on the other hand, will open 10 tickets a month and complain when it takes more 30 minutes to resolve their problem at 3AM for their $8/year VPS.
I would say that 50% of my ticket replies are simply links to a KB article I wrote months ago or a link to our TOS or website. Sometimes the client will be pissed that I don't just answer their question but at $25/hour (minimum 1 hour) I don't think they want to be invoiced for something that they can find themselves.
For the most part clients are understanding because we provide them with exactly what to expect, normally clients are blown away when we have a resolution in under 5 minutes or respond in under 1 minute. Some clients on the other hand, will open 10 tickets a month and complain when it takes more 30 minutes to resolve their problem at 3AM for their $8/year VPS.
I would say that 50% of my ticket replies are simply links to a KB article I wrote months ago or a link to our TOS or website. Sometimes the client will be pissed that I don't just answer their question but at $25/hour (minimum 1 hour) I don't think they want to be invoiced for something that they can find themselves.
Last edited by a moderator:
wlanboy
Content Contributer
It depends on the topic of the ticket.
I am missing the option to set a category for a ticket. The support would be able to see if
And it is totally ok to get an automated answer if:
I am missing the option to set a category for a ticket. The support would be able to see if
- I want something (ipv6, rdns, iptables modules, change location),
- if something is broken (SolusVM casualty, network issue)
- if I want to ask for something (E.T.A. for features, AUP)
And it is totally ok to get an automated answer if:
- it is a known issue (yup the node is down)
- someone is allready working on it (we are working on it and come back in xx minutes)
Non critical issues in 24 hours or less is what I would expect from a provider. I'd rather be pleasantly surprised by a ticket response then seriously disappointed. I typically try and answer tickets and provide a resolution as quickly as possible, but that varies dependent on the request and what else is occurring at the time - some tickets may have priority if they come in at the same time.
Things like ARIN's 3 day response policy still blows my mind that it's their standard. At least they have a published standard so you know for sure it's going to take ages
Things like ARIN's 3 day response policy still blows my mind that it's their standard. At least they have a published standard so you know for sure it's going to take ages
If it's something critical or you want to push it along faster you can give them a ring. When we were getting our first /22 from them we filled out the paperwork on a Friday and we were told it wouldn't be assigned until Monday so we called them up and we had the /22 before end of business that day.Things like ARIN's 3 day response policy still blows my mind that it's their standard. At least they have a published standard so you know for sure it's going to take ages
Last edited by a moderator:
So you resolve the newest tickets first instead of the ones that have been sitting around waiting for a reply? That seems back-assward if you ask me. If that's the case, the old tickets would take even longer to be replied to, because you would be giving priority to the new tickets at the top.
Yeah I figured that out after a while. Giving them a ring and having a voice to a name seems to make them work faster
I leave my WHMCS Ticket View sorted by newest first, so I can see the new stuff first without having to look through anything still in the queue waiting for something to happen. I try to take care of oldest stuff first, though if there's something new that comes in which is a quick fix, I'll get that out of the way first.
People with this attitude are why helpdesks give worthless responses now.
Wintereise
New Member
<10 minutes in update cases and IF you're within business hours, actually.Cogent responds to tickets within 2 days for support and 5 days for billing. Best sla
I don't know what people whine about, but Cogent's support is far better than most carriers at their scale.
lbft
Active Member
What. What kind of moron would volunteer for a business?
And how could you trust someone who's not getting paid with your customers' personal information and private data?
I wish I could have an all-volunteer staff. Sounds awesome for my pocketbook.
Aldryic C'boas
The Pony
This moron. I worked for Fran voluntarily for years - he had to force me to start accepting wages. We're practically family - it's never been about the money.
lbft
Active Member
Fair enough, I can understand doing it for a friend.
Last edited by a moderator:
It depends on the time of day and nature of the ticket, I will read every ticket that comes in within 15 - 30 minutes however if it is something not service affecting and not getting instant resolution is not actually going to affect anything one way or the other then I will leave it for later if I am in the middle of something.
e.g. I set up a subscription but also paid manually can I get a refund for one of the payments - that will get dealt with as low priority regardless.
I have lost my password to my mysql database can you help - again not really my fault and no I cant help anyway so low priority response times.
I take a human approach generally and use the customer selected priority as a guide to how important they feel it is not how important it actually is, I get high priority tickets all the time with silly stuff all the time so I just make a logical decision on priority myself.
I never give filler only replies, if you want a "ok looking at this for you" reply within xx minutes don't buy from Inception Hosting because this is a waste of my time and yours.
e.g. I set up a subscription but also paid manually can I get a refund for one of the payments - that will get dealt with as low priority regardless.
I have lost my password to my mysql database can you help - again not really my fault and no I cant help anyway so low priority response times.
I take a human approach generally and use the customer selected priority as a guide to how important they feel it is not how important it actually is, I get high priority tickets all the time with silly stuff all the time so I just make a logical decision on priority myself.
I never give filler only replies, if you want a "ok looking at this for you" reply within xx minutes don't buy from Inception Hosting because this is a waste of my time and yours.
Last edited by a moderator:
Aldryic C'boas
The Pony
Spend some time working with Anthony. He makes tickets a LOT more fun :3Wait, people get paid to answer support tickets???? I need a raise then, my $0.00/hour makes tickets less fun.
You mean he stopped applying customer repellant?
Aldryic C'boas
The Pony
Hey now, tragedy can be amusing tooYou mean he stopped applying customer repellant?