Ways to improve HostICan

[cleanfacets]

1) Return voice messages
3) Reply to questions on the forum.

[lnxcode]

Originally Posted by cleanfacets

1) Return voice messages
3) Reply to questions on the forum.

Thanks for your feedback.

1. I'll take that up with the CS management ppl
2. This is a forum, I.E you should be able to check out what other users have said and perhaps you will find the answer here - most of them are answered either here or in HostICan - Support - Pre-Sales, E-Mail, and so many more answers...

[thnet]

change the phone system to put us in que when we call, instead of ringing 3 times & giving us that lame msg. that your having a sale & can't come to phone, pls leave msg.

I've yet to have a v. msg returned, would rather be put on hold & eventually get a tech, than leave a msg, & not know when (or if) I will be responded to.

modern bill has the capability to track support tickets, but your's seems to be configured to not do so -- support tickets should be a dialog between user & techs, have the capability for response to the same ticket & remain open for 48 hrs after the last response; & we should be able to view closed tickets indefinately. You system requires a new ticket to be submitted, even for issues that have not been fully resolved.

thank you
.

[lnxcode]

Originally Posted by thnet

change the phone system to put us in que when we call, instead of ringing 3 times & giving us that lame msg. that your having a sale & can't come to phone, pls leave msg.

I've yet to have a v. msg returned, would rather be put on hold & eventually get a tech, than leave a msg, & not know when (or if) I will be responded to.

modern bill has the capability to track support tickets, but your's seems to be configured to not do so -- support tickets should be a dialog between user & techs, have the capability for response to the same ticket & remain open for 48 hrs after the last response; & we should be able to view closed tickets indefinately. You system requires a new ticket to be submitted, even for issues that have not been fully resolved.

thank you
.

Thanks for the response. I know that they are working up a new phone system, so its only a matter of time, until this issue is resolve. I would agree cuing calls would be more handy.

In terms of integration of ticketing and modernbill, I think we didnt do that for a reason as both of them dont work well together at all, and the interface is horrid when answering tickets from ModernBill -- Something that wont change with us, I think this is still the best way of doing it.

[roger]

The one thing that drives me around the bend (like I want to choke the $#@& out of the support person), is when I get a canned response instead of an answer to my question. That actually makes me mad! (Canned responses or vague responses are so very obvious).

For example, the server was down a few days ago, and I emailed support. Their response was:

"I have checked your servers, seems everything works fine.
Please confirm.
Please let us know if you have any further questions."


The server was down (as others were aware of it). If something was done to fix it, then support should say so.

A better response (I think) could have been something like:

"It was down but, we have fixed the issue, the problem was xxx."

Or...

"xxx caused the issue and we fixed it. To prevent this happening again you can xxx".

If I'm told how to fix something (or what caused an issue), this can take some load off support in the long run.

It's the vague and canned responses that illicit aggression.

[lnxcode]

Originally Posted by roger

The one thing that drives me around the bend (like I want to choke the $#@& out of the support person), is when I get a canned response instead of an answer to my question. That actually makes me mad! (Canned responses or vague responses are so very obvious).

For example, the server was down a few days ago, and I emailed support. Their response was:

"I have checked your servers, seems everything works fine.
Please confirm.
Please let us know if you have any further questions."


The server was down (as others were aware of it). If something was done to fix it, then support should say so.

A better response (I think) could have been something like:

"It was down but, we have fixed the issue, the problem was xxx."

Or...

"xxx caused the issue and we fixed it. To prevent this happening again you can xxx".

If I'm told how to fix something (or what caused an issue), this can take some load off support in the long run.

It's the vague and canned responses that illicit aggression.

With this sometimes you have to look at it from our point of view: VPS's and Servers are unmanaged.... everyone asks us to "look into the issue" and then to "fix the issue". Most hosts would say point blank, thats $75/hr for us to fix, look or fix, its still $75.

We are willing to look at issues, I mean if you guys would prefer, I could ask the support department to answer all tickets with the above - just like other hosts do, but i really don't want to go to that length...

So in terms of canned responses, I would agree that you guys are correct those arnt very helpful, but unless a server has a management plan, then there really isn't much room to say... well they gave me a canned response....

[DOCENTA]

Hello,
You can reboot your server via Virtuozzo control panel if it is completely unaccessible. The VZ runs on a hardware node and you can always access it via port 4643.


Thanks,

[roger]

@lnxcode

Okay, I hear you. You do have a point!

[lnxcode]

Originally Posted by roger

@lnxcode

Okay, I hear you. You do have a point!

hehe - I try to... what can I say?

[thnet]

Originally Posted by DOCENTA

Hello,
You can reboot your server via Virtuozzo control panel if it is completely unaccessible. The VZ runs on a hardware node and you can always access it via port 4643.


Thanks,

that's not totally accurate mr. rocket scientist

to wit: my monitor sent note @ Tue, Mar 25, 2008 at 3:08 PM that
server was not responding, & in case certain people try to insinuate
that i "must've been doing something to cause it" let me make it totally
clear that i was actually taking a break from the pc, reading the local
newspaper, OK?
I attempted to access several sites, whm, as well as VZ -- all were
un-reachable, I phoned support, got the inane goofy recording
that you all were too busy because of the big sale running, so, left v msg
& call back number.

Next, @ Tue, Mar 25, 2008 at 3:38 PM i opened
support ticket [#CLZ-997503]: Denis or any other support
person is welcome to look up the ticket, OK?

and @ Tue, Mar 25, 2008 at 3:54 PM
I got notes from server that cpsrvd, antirelayd, exim, httpd had all failed.

@ Tue, Mar 25, 2008 at 3:58 PM, monitor notices were informing me
that server was now responding, I proceded to login to VZ, & check
resource stats, all appeared normal & within green zone.

@ Tue, Mar 25, 2008 at 4:06 PM in comes this note:

Hello,
Thank you for contacting HostICan support.

Your VPS seems to work fine.
Sincerely,

Randy Slone
HostICan Representative

gee, Randy, I know it's working fine for 8 minutes, now, tell me something
i don't know, like, what brought it down, what was done to get it going, etc.
is that really too much to ask?

oh, & whiles it's on my mind, may I suggest that, support ticket auto
replies & human responses present a quote of the ticket contents, as
well as quotation of all human replies, customer responses, etc?

Why is it:
1) there is not even an attempt to return phone msg?
2) the server was obviously rebooted @ data center, since,
I was unable to reboot, but, yet i get yet another inane response
from support? no "your server was froze up" or "your resources were low"
or anything, & BTW: it was previously rebooted after the ram upgrades
approx. Saturday, March 22nd 2008; and has been running fine since
Tue, Mar 25, 2008 .
.
.
.