yawsh Posted April 4, 2010 Share Posted April 4, 2010 Hi, I don't want to talk about WHMCS itself because I consider it great. But I wanted to highlight the support which is taking very long time to reply and to solve a problem fully. I have submitted my ticked on 02/04/2010 03:31. Reply came on 02/04/2010 10:49 (after 7 hours); lets conceder it is a good time (personally feel that should be fast (3 hours max.) OK, here is the biggest time span, your reply was on 02/04/2010 11:27 I gave the info. on 02/04/2010 12:48 Since then, there was no reply (my last update was on 03/04/2010 19:47) requesting an update but seems no one there to reply (weekends ). The support requested was regarding iWHMCS. Hope to hear others experience on their support tickets handling. Note: * All tickets are responded to in the order they are received based on last activity. I feel that should be changed to the ticket age not last activity. (Personal feeling). Mohamed 0 Quote Link to comment Share on other sites More sharing options...
Damo Posted April 4, 2010 Share Posted April 4, 2010 I've never had an issue with a delay in getting a reply. It's staffed from the UK so I know there's a time difference between there and here. Nothing has ever been that urgent that I couldn't eventually get an answer to here on the forums or via a reply. 0 Quote Link to comment Share on other sites More sharing options...
vchosting Posted April 4, 2010 Share Posted April 4, 2010 It's bank holiday weekend - everyone deserves a break! 0 Quote Link to comment Share on other sites More sharing options...
Vixile Posted April 4, 2010 Share Posted April 4, 2010 Most likely support is heavily down-justed during eastern, like everything else during eastern 0 Quote Link to comment Share on other sites More sharing options...
yawsh Posted April 4, 2010 Author Share Posted April 4, 2010 deserves a break!? No, not on my account dear. Do they have an SLA? Never heard about it on WHMCS. Eastern/Beastern/Whatevern!! Support MUST be 24/7/365 for such a business. Anybody agree? 0 Quote Link to comment Share on other sites More sharing options...
railto Posted April 4, 2010 Share Posted April 4, 2010 deserves a break!?No, not on my account dear. Do they have an SLA? Never heard about it on WHMCS. Eastern/Beastern/Whatevern!! Support MUST be 24/7/365 for such a business. Anybody agree? No, i really dont agree, I have had several issues with WHMCS over the past few years and support has always been great. The support staff are all based in UK and I really do not see why they should be 24/7, I dont know your hosting history, but if you ever used ModernBill then you will appreciate that WHMCS support team is actually pretty quick in replying to support queries and even quicker in fixing them. 0 Quote Link to comment Share on other sites More sharing options...
Convergence Posted April 4, 2010 Share Posted April 4, 2010 ... Anybody agree? No. It's a weekend and a Holiday weekend, on top of that. Also, what kind of "support" did you request? Was it to report a problem with WHMCS or was it a configuration question. In other words: Is something broken/awry? Do you just have a question? Or? I have seen them reply to my support tickets over the weekend. But it has also been my experience that unless it is "critical", they will promptly answer on the Monday. For $16/month you should allow them to be off work on the weekends. If they offered their services at a higher price, or was outsourced to some third world country for support, then I could see the ability to have staff over the weekends. Relax - these are real people here... 0 Quote Link to comment Share on other sites More sharing options...
GORF Posted April 4, 2010 Share Posted April 4, 2010 The support requested was regarding iWHMCS. Not even something urgent! Not like your core site was down. Deal with it and have some patience. 0 Quote Link to comment Share on other sites More sharing options...
Vixile Posted April 4, 2010 Share Posted April 4, 2010 I don't agree this. Your review is too hard based in a simple problem. WHMCS have more than 500 customers so, you can considere the reply time. 500? I would guess 5000 0 Quote Link to comment Share on other sites More sharing options...
TheHostingHeroes Posted April 5, 2010 Share Posted April 5, 2010 Hi I don't believe whmcs support should be 24x7x7365 if it was a hosted solution then maybe... but whmcs is a software company not a hosting company so being 24x7 i dont believe is a must. Saying that i've had replies from Matt at 3am to tickets, then further replies at 9/10am so I know he does allot of out of hours, I too have tickets on hold since friday but I know its a holiday and Matt deserves a break! 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted April 5, 2010 WHMCS CEO Share Posted April 5, 2010 I wish... some break! Was around a bit less than usual admittedly but still managed to send over 200 replies during the course of the weekend - and that's just me! yawsh, looking at your account you just bought iWHMCS and it's not able to connect, for some unknown reason, so this requires investigation and troubleshooting and as it's not a simple question/answer ticket, and not a known issue, it's always going to take a bit longer than the usual turnaround for a ticket. Matt 0 Quote Link to comment Share on other sites More sharing options...
Stream101 Posted April 5, 2010 Share Posted April 5, 2010 I got my ticket answered on Easter Sunday within a couple of hours. Great support in my eyes! 0 Quote Link to comment Share on other sites More sharing options...
Convergence Posted April 5, 2010 Share Posted April 5, 2010 I got my ticket answered on Easter Sunday within a couple of hours. Great support in my eyes! I feel left out - I don't have any support issues 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted April 5, 2010 WHMCS Support Manager Share Posted April 5, 2010 I've just replied to a ticket 2 minutes after it was opened...and it's still a public holiday here in the UK! We don't advertise an SLA or 24/7/356 support, but it's obviously something we know is very important. Also bare in mind that by bumping your ticket requesting an update, it sent it to the back of the queue. So that is not an advisable thing to do. 0 Quote Link to comment Share on other sites More sharing options...
apignard Posted April 5, 2010 Share Posted April 5, 2010 well we can request immediate support since you don't paid for it. Do you think you will have such support on rent microsoft license ? Same as fast for Cpanel or such ? Don't think so. 0 Quote Link to comment Share on other sites More sharing options...
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