Anyone listening?!

[liddellj]

So, for the third time this week I can't get onto my box.

I raised a support call: 595869 - which I got an e-mail conf for, but no sign of it in my control panel - it's just disappeared.

I raised another, which has turned up, but no response.

What is the point in a server you can't reach?! Is there any support out of hours? Can anyone help?!

Jake

[tonylucas]

Jake,

I believe someone is checking into a couple of servers that have failed to start as we speak, hopefully they should be back to you shortly.

There is a known bug in our ticket system where tickets don't always appear in your control panel to begin with, even when we have got them. If you have got a ticket number please be assured we have recieved it. The whole ticket system is currently in the requirements specification stage of recieving a complete overhaul, as we are well aware of some of it's limitations.

Regards,

Tony.

[liddellj]

still no contact from anyone apart from you, Tony.

It does amaze me that you're far more punctual than anyone else in your company at responding to requests. I have always been very impressed that someone so senior is prepared to prove they are listening.

However, doesn't help me one jot if your support team aren't getting back to me. Nothing in my control panel, and nothing via e-mail yet.

And server still says it's running, and I still can't connect.

J.

[tonylucas]

Jake,

I believe the engineer had a number of issues to deal with, I can see an e-mail that he sent you a while ago, (edit, looks like it was a couple of minutes after your last post), hopefully you've recieved this.

Unfortunately at the present time support is on an on-call basis only at weekends (we normally only get 2-3 support requests in an entire weekend, so having 24/7 is just not justified).

We have a lot of plans to improve the visibility and responsiveness of how our entire support structure works, but some of this requires some technology changes in our back office system, so is taking a little longer (part of which is what I hinted at earlier re the ticket system).

I'll keep you all updated on this progresses.

Regards,

Tony.

[liddellj]

So, all fixed yesterday. Working fine this morning.

Now it says it's still running, but as per usual, I can't connect.

Server id is 2309. Support ticket raised...