Slow Technical Response - High Priority Ticket

[Scott_Upton]

I am having a heck of a time with getting timely responses out of the Support Department on a High Priority ticket I have submit. The first response was immediate, but asked me to try something I clearly indicated in the ticket I already tried with no success (indicating to me they didn't actually read my support request). I responded immediately, but around 24 hours later, no response. So I submit another High Priority ticket. They responded a few hours later asking for some FTP and access info, which I immediately provided. 24 hours later, no response!

 

A High Priority ticket is by definition, High Priority. In this case, as I can no longer process any CC transactions post your "security" update, this is extremely High Priority and is affecting me financially, as we use WHMCS for all of our billing transactions and process CC's on an almost daily basis!

 

So, that being said, what do I need to do to get timely assistance? Is there a different method or approach? Do I need to pay for assistance? Please tell me, and I will do it! I love WHMCS and have used it since May 2007. Today I'm just a bit frustrated. Please help!

[Bubka3]

The priority of a ticket makes no difference.

[Scott_Upton]

Then why have a Priority field on the ticket? If you are in fact correct, then it seems pointless to include that field.

[Matt]

Hi Scott,

 

Sorry for any inconvenience. We're not aware of the security update causing any problems in relation to credit card processing for others but I'll try and locate your ticket.

 

Matt