Ticket Response

[ParrotHeadPC]

How long is considered "normal" for response time to an urgent ticket? I currently have issues with multiple clients' email on my reseller account, and they are losing money while it is non-functional. I submitted a ticket (OIF-967555) quite some time ago, and it is still awaiting response.

Thank you,

Anthony

[svetlana.p]

Taking care of your ticket.

[danil.p]

Generally it takes from 1 to 2 hours. But sometimes when it's busy it may take longer a bit. Anyways all ticket are primary responsibility.

[Alan B]

When tickets get escalated to senior level techs, it can take more than 24 hours. In your case it appears that even a lower-level ticket took more than 13 hours, and this unfortunately is not uncommon. I believe WHB is planning to add more support in the near future, and this will be very welcome.

[ParrotHeadPC]

It has now been TWO DAYS, and I still do not have resolution to this issue. Extremely disappointing, and quite aggrivating. This is a Reseller account, and I have several clients who are more than a bit pissed off.

[Violetta S.]

I completely understand your frustration regarding delay with account transfer and I sincerely apologize for the inconveniences it may caused you.

The delay with account transfer was caused by the server overload. Your accounts transfer was marked as a first priority in transfer list for our technical support and I can assure you it will be done right away once rs9 server comes to more stable status so they could perform account transfer.

Your patience is greatly appreciated.

[ParrotHeadPC]

What the hell is going on here!?! Now parrotheadhosting.com and all of its reseller accounts have been down all day?!? I have submitted the appropriate ticket asking these sites to be moved to another server, and all I get is "we are working on it", or "your request is high priority", or "we will move it when server load is lower". None of these are acceptable. I need these sites up and functioning, and I need them NOW!!! What kind of horrible service is this??? This is hardly acceptable downtime for any hosting, especially for RESELLER hosting. Incredibly disappointing.

[svetlana.p]

We are really sorry for the inconviniences you are facing.
Your account was successfully transferred to a new server.
What you need to do now is to register the new name servers at your domain registrar's and then point your domains to the new name servers that we issued for you.

[ParrotHeadPC]

Some of the websites already have those nameservers in place, and the ones that didn't have been updated. HOWEVER, when those url's are entered (like www.carriglitto.com), I receive the following errror page: http://rs9.whbdns.com/suspended.page/


That site DOES have NS1.PARROTHEADHOSTING.COM and NS2.PARROTHEADHOSTING.COM listed at the registrar for DNS... as do www.emeraldcoastblueprint.com, and the others.

So, again, like I said above... WTF?

[svetlana.p]

The nameservers NS1.PARROTHEADHOSTING.COM and NS2.PARROTHEADHOSTING.COM have new IPs after the transfer from on server to another.
Please update the info.