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Work Order Response (ticket Response)
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Work Order Response (ticket Response)

gtzgtz Member
edited January 21 in General

Regarding emergency work order response how long does it take for providers in the European region to respond? I mean its response speed, 15 minutes or within 1 hour or within 72 hours? Is there a ballpark range. Thank you for your answer.

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Comments

  • EthernetServersEthernetServers Member, Patron Provider
    edited January 21

    Response times aren't really relevant in my opinion. You could have a response time in 5 minutes stating "we're looking into this" but it could take 24 hours to get a solution, which is something I have seen with plenty of providers.

    What is relevant is the resolution time. I'd rather wait 8 hours for a reply but get that issue sorted in a single email, than get a response in 5 minutes with lots of back and fourth waffle that takes 24 hours to get resolved.

  • admaxadmax Member, Megathread Squad

    Work Order

  • well usually it's called ticket

  • gtzgtz Member

    @EthernetServers said: Response times aren't really relevant in my opinion. You could have a response time in 5 minutes stating "we're looking into this" but it could take 24 hours to get a solution, which is something I have seen with plenty of providers.

    What is relevant is the resolution time. I'd rather wait 8 hours for a reply but get that issue sorted in a single email, than get a response in 5 minutes with lots of back and fourth waffle that takes 24 hours to get resolved.

    Thanks for the answer.

  • xHostsxHosts Member, Patron Provider

    Maybe you can give some background what the emergency is, since you may consider it emergency because it is your service but the provider my consider it a low priority issue from their point of view

    Thanked by 2host_c MannDude
  • LeviLevi Member
    edited January 21

    There is 3 types of support:

    • A support request - when you are polite and descriptive of your issue. Usually up to 5 sentences. No AI involved;
    • A Work Order - this is like trying to brake a wall by throwing peas. Usually comes with illusion that someone owes you something. It is not. AI involvement is low to medium (translations);
    • A Demand of Support - that's next level of work order when it undergoes public domain. You submit your vomit to public forum and imagine that you will press some meaningful results. You are not. Usually induce providers rage and total ignorance and is typically followed by swift refund and service+account termination. Here AI involvement is massive, from caned responses to translation by both parties;

    Choose wisely, choose responsibly. Foreign devils may have standards.

  • ralfralf Member

    I've seen some providers who pride themselves in replying to a ticket within 30 seconds to say "we've received it", even though it doesn't help the customer in the slightest and just creates extra e-mail noise for them to read.

    The only things I'd consider emergency is when a critical server went down. I don't use cheap providers for critical servers, and the only time I've had a problem I'd consider critical was an OVH server that was down for about a day (I had turned off their active checking). Going into the control panel and requesting rescue mode for the dedi didn't do anything, but a couple of minutes later before I had a chance to investigate further, I'd received an email saying that they opened a ticket and were investigating why it failed to boot. Less than half an hour later, they closed the ticket saying they'd replaced a failed PSU. And I hadn't even responded to the ticket at all in that time, they were just totally proactive. I'd say that's an acceptable speed!

    I almost never need to raise tickets anyway, but when I do, it's almost always with low priority because the speed of resolution isn't a big deal for me (because I have redundancy in my setup and most servers fail over to another machine). I'm usually pleasantly pleased as I've rarely had a ticket open for more than a day, and usually they get closed within an hour or so even at low priority. Of course, it depends what else is going on. If there's a major disk failure, power-cut or upstream network outage, of course it's possible to take a long time to resolve.

    Thanked by 1yoursunny
  • plumbergplumberg Veteran, Megathread Squad

    @Levi said:
    There is 3 types of support:

    • A support request - when you are polite and descriptive of your issue. Usually up to 5 sentences. No AI involved;
    • A Work Order - this is like trying to brake a wall by throwing peas. Usually comes with illusion that someone owes you something. It is not. AI involvement is low to medium (translations);
    • A Demand of Support - that's next level of work order when it undergoes public domain. You submit your vomit to public forum and imagine that you will press some meaningful results. You are not. Usually induce providers rage and total ignorance and is typically followed by swift refund and service+account termination. Here AI involvement is massive, from caned responses to translation by both parties;

    Choose wisely, choose responsibly. Foreign devils may have standards.

    Well defined

    Thanked by 1admax
  • amjamj Member

    Thank you for contacting LowEndSupport.
    Your waiting time has been doubled.

    Thanked by 1admax
  • labzelabze Member, Patron Provider
    edited January 21

    @xHosts said:
    Maybe you can give some background what the emergency is, since you may consider it emergency because it is your service but the provider my consider it a low priority issue from their point of view

    I can shed some light on this, as he is referring to a open case with us.

    OP opened a emergency ticket at 8:02 AM asking for a refund on his service he bought back in December on a yearly billing cycle. This is out of the refund period.

    At 8:24 AM he sends me PM here on LowEndTalk complaining about slow response times.

    At 8:28 AM he opens a PayPal dispute complaining about slow response times and demands a refund.

    Needless to say, this will be handled much slower now due to PayPal having to be the judge of this case.

  • xHostsxHosts Member, Patron Provider

    @labze said:

    @xHosts said:
    Maybe you can give some background what the emergency is, since you may consider it emergency because it is your service but the provider my consider it a low priority issue from their point of view

    I can shed some light on this, as he is referring to a open case with us.

    OP opened a emergency ticket at 8:02 AM asking for a refund on his service he bought back in December on a yearly billing cycle.

    At 8:24 AM he sends me PM here on LowEndTalk complaining about slow response times.

    At 8:28 AM he opens a PayPal dispute complaining about slow response times and demands a refund.

    Needless to say, this will be handled much slower now due to PayPal having to be the judge of this case.

    Billing issues generally not an “emergency” for me, I find emergencies are a server is down or has a serious hardware failure and needs instant attention that can lead to data loss.

  • @labze said:

    @xHosts said:
    Maybe you can give some background what the emergency is, since you may consider it emergency because it is your service but the provider my consider it a low priority issue from their point of view

    I can shed some light on this, as he is referring to a open case with us.

    OP opened a emergency ticket at 8:02 AM asking for a refund on his service he bought back in December on a yearly billing cycle. This is out of the refund period.

    At 8:24 AM he sends me PM here on LowEndTalk complaining about slow response times.

    At 8:28 AM he opens a PayPal dispute complaining about slow response times and demands a refund.

    Needless to say, this will be handled much slower now due to PayPal having to be the judge of this case.

    Lol, paypal dispute after 26 minutes of waiting?

  • @Obelous said:

    @labze said:

    @xHosts said:
    Maybe you can give some background what the emergency is, since you may consider it emergency because it is your service but the provider my consider it a low priority issue from their point of view

    I can shed some light on this, as he is referring to a open case with us.

    OP opened a emergency ticket at 8:02 AM asking for a refund on his service he bought back in December on a yearly billing cycle. This is out of the refund period.

    At 8:24 AM he sends me PM here on LowEndTalk complaining about slow response times.

    At 8:28 AM he opens a PayPal dispute complaining about slow response times and demands a refund.

    Needless to say, this will be handled much slower now due to PayPal having to be the judge of this case.

    Lol, paypal dispute after 26 minutes of waiting?

    I have tickets that haven't been answered in 7 months and this guy is submitting PayPal dispute after 26 minutes? That's crazy

  • PayPal dispute after 26 minutes... this guy is a whole new level of inpatient.

  • SaragoldfarbSaragoldfarb Member, Megathread Squad

    Facepalm.

    Thanked by 1admax
  • Don't mind him, he's just doing an any% chargeback speedrun

  • gtzgtz Member

    @wadhah said:
    Don't mind him, he's just doing an any% chargeback speedrun

    Yes, shouldn't it? Shouldn't you get the specifics before you speak.

  • gtzgtz Member
    edited January 22

    @Obelous said:

    @labze said:

    @xHosts said:
    Maybe you can give some background what the emergency is, since you may consider it emergency because it is your service but the provider my consider it a low priority issue from their point of view

    I can shed some light on this, as he is referring to a open case with us.

    OP opened a emergency ticket at 8:02 AM asking for a refund on his service he bought back in December on a yearly billing cycle. This is out of the refund period.

    At 8:24 AM he sends me PM here on LowEndTalk complaining about slow response times.

    At 8:28 AM he opens a PayPal dispute complaining about slow response times and demands a refund.

    Needless to say, this will be handled much slower now due to PayPal having to be the judge of this case.

    Lol, paypal dispute after 26 minutes of waiting?

    @Moopah said:

    @Obelous said:

    @labze said:

    @xHosts said:
    Maybe you can give some background what the emergency is, since you may consider it emergency because it is your service but the provider my consider it a low priority issue from their point of view

    I can shed some light on this, as he is referring to a open case with us.

    OP opened a emergency ticket at 8:02 AM asking for a refund on his service he bought back in December on a yearly billing cycle. This is out of the refund period.

    At 8:24 AM he sends me PM here on LowEndTalk complaining about slow response times.

    At 8:28 AM he opens a PayPal dispute complaining about slow response times and demands a refund.

    Needless to say, this will be handled much slower now due to PayPal having to be the judge of this case.

    Lol, paypal dispute after 26 minutes of waiting?

    Because one of my service providers terminated the service without any reason. Then there is no reply until now。 Sorry I can't reveal which service provider it is. This leads me to doubt the reliability of some service providers

  • cybertechcybertech Member
    edited January 22

    @gtz said:

    @Obelous said:

    @labze said:

    @xHosts said:
    Maybe you can give some background what the emergency is, since you may consider it emergency because it is your service but the provider my consider it a low priority issue from their point of view

    I can shed some light on this, as he is referring to a open case with us.

    OP opened a emergency ticket at 8:02 AM asking for a refund on his service he bought back in December on a yearly billing cycle. This is out of the refund period.

    At 8:24 AM he sends me PM here on LowEndTalk complaining about slow response times.

    At 8:28 AM he opens a PayPal dispute complaining about slow response times and demands a refund.

    Needless to say, this will be handled much slower now due to PayPal having to be the judge of this case.

    Lol, paypal dispute after 26 minutes of waiting?

    @Moopah said:

    @Obelous said:

    @labze said:

    @xHosts said:
    Maybe you can give some background what the emergency is, since you may consider it emergency because it is your service but the provider my consider it a low priority issue from their point of view

    I can shed some light on this, as he is referring to a open case with us.

    OP opened a emergency ticket at 8:02 AM asking for a refund on his service he bought back in December on a yearly billing cycle. This is out of the refund period.

    At 8:24 AM he sends me PM here on LowEndTalk complaining about slow response times.

    At 8:28 AM he opens a PayPal dispute complaining about slow response times and demands a refund.

    Needless to say, this will be handled much slower now due to PayPal having to be the judge of this case.

    Lol, paypal dispute after 26 minutes of waiting?


    Because one of my service providers terminated the service without any reason. Then there is no reply until now。 Sorry I can't reveal which service provider it is. This leads me to doubt the reliability of some service providers

    if you have already opened a Paypal dispute, you should ask PayPal what's a reasonable response time.

  • xHostsxHosts Member, Patron Provider

    Because one of my service providers terminated the service without any reason. Then there is no reply until now

    You claim a refund outside the agreed period while also allowing that huge 26 minute timeframe.

    I would hope the provider puts you on fraudrecord and other providers simply refuse you instantly. Providers do not need people like you

  • ralfralf Member

    @gtz said:

    @Obelous said:

    @labze said:

    @xHosts said:
    Maybe you can give some background what the emergency is, since you may consider it emergency because it is your service but the provider my consider it a low priority issue from their point of view

    I can shed some light on this, as he is referring to a open case with us.

    OP opened a emergency ticket at 8:02 AM asking for a refund on his service he bought back in December on a yearly billing cycle. This is out of the refund period.

    At 8:24 AM he sends me PM here on LowEndTalk complaining about slow response times.

    At 8:28 AM he opens a PayPal dispute complaining about slow response times and demands a refund.

    Needless to say, this will be handled much slower now due to PayPal having to be the judge of this case.

    Lol, paypal dispute after 26 minutes of waiting?

    @Moopah said:

    @Obelous said:

    @labze said:

    @xHosts said:
    Maybe you can give some background what the emergency is, since you may consider it emergency because it is your service but the provider my consider it a low priority issue from their point of view

    I can shed some light on this, as he is referring to a open case with us.

    OP opened a emergency ticket at 8:02 AM asking for a refund on his service he bought back in December on a yearly billing cycle. This is out of the refund period.

    At 8:24 AM he sends me PM here on LowEndTalk complaining about slow response times.

    At 8:28 AM he opens a PayPal dispute complaining about slow response times and demands a refund.

    Needless to say, this will be handled much slower now due to PayPal having to be the judge of this case.

    Lol, paypal dispute after 26 minutes of waiting?


    Because one of my service providers terminated the service without any reason. Then there is no reply until now。 Sorry I can't reveal which service provider it is. This leads me to doubt the reliability of some service providers

    You just quoted the provider who "revealed" who they were themselves. They said you were asking for a refund and then did a chargeback 26 minutes later because they hadn't replied. Nothing in that sounds like you wanted your service to keep running. Or is it that you expected to keep the service for free while getting a refund and causing your provider to incur extra charges from the chargeback?

    Thanked by 1Obelous
  • gtzgtz Member
    edited January 22

    @xHosts said:

    Because one of my service providers terminated the service without any reason. Then there is no reply until now

    You claim a refund outside the agreed period while also allowing that huge 26 minute timeframe.

    I would hope the provider puts you on fraudrecord and other providers simply refuse you instantly. Providers do not need people like you

    Just execute as you say. It's like I can't live without them. Don't be so capricious. It's a big world. The service provider is not a whore and I'm not a john. Just find the right service provider, but to be clear, as a user you can't be scammed every day can you?

    No service. Whatever.
    Who are you, God?
    There are plenty of people you're not welcome with, and I don't have to use you. This is the real world.

    here is tiktok ban ! go ahead 。 whatever 。

  • ralfralf Member

    @gtz said:

    @xHosts said:

    Because one of my service providers terminated the service without any reason. Then there is no reply until now

    You claim a refund outside the agreed period while also allowing that huge 26 minute timeframe.

    I would hope the provider puts you on fraudrecord and other providers simply refuse you instantly. Providers do not need people like you

    Just execute as you say. It's like I can't live without them. Don't be so capricious. It's a big world. The service provider is not a whore and I'm not a john. Just find the right service provider, but to be clear, as a user you can't be scammed every day can you?

    How were you "scammed" exactly?

  • xHostsxHosts Member, Patron Provider

    @gtz said:

    @xHosts said:

    Because one of my service providers terminated the service without any reason. Then there is no reply until now

    You claim a refund outside the agreed period while also allowing that huge 26 minute timeframe.

    I would hope the provider puts you on fraudrecord and other providers simply refuse you instantly. Providers do not need people like you

    Just execute as you say. It's like I can't live without them. Don't be so capricious. It's a big world. The service provider is not a whore and I'm not a john. Just find the right service provider, but to be clear, as a user you can't be scammed every day can you?

    You simply sound a fool. You demand a refund outside the agreed refund window that you agreed to during sign up? You agreed to the terms but feel they do not apply to you.

    I am hoping you are listed, and the provider can convince paypal to review your account with them too, normally a quick call to their disputes team advising the way you have conducted yourself allowing 26 minutes for a reply not 72 hours as paypal advise you allow any company to reply they will send your account off for a internal review which most times they will close your account since paypal do not want that type of customer either wasting their time when it is not really warranted.

  • xHostsxHosts Member, Patron Provider

    @xHosts said:

    @gtz said:

    @xHosts said:

    Because one of my service providers terminated the service without any reason. Then there is no reply until now

    You claim a refund outside the agreed period while also allowing that huge 26 minute timeframe.

    I would hope the provider puts you on fraudrecord and other providers simply refuse you instantly. Providers do not need people like you

    Just execute as you say. It's like I can't live without them. Don't be so capricious. It's a big world. The service provider is not a whore and I'm not a john. Just find the right service provider, but to be clear, as a user you can't be scammed every day can you?

    You simply sound a fool. You demand a refund outside the agreed refund window that you agreed to during sign up? You agreed to the terms but feel they do not apply to you.

    I am hoping you are listed, and the provider can convince paypal to review your account with them too, normally a quick call to their disputes team advising the way you have conducted yourself allowing 26 minutes for a reply not 72 hours as paypal advise you allow any company to reply they will send your account off for a internal review which most times they will close your account since paypal do not want that type of customer either wasting their time when it is not really warranted.

    “ I don't have to use you”

    I do not think most providers would want you as a customer with this example of yourself in this instance

  • gtzgtz Member
    edited January 22

    @ralf said:

    @gtz said:

    @xHosts said:

    Because one of my service providers terminated the service without any reason. Then there is no reply until now

    You claim a refund outside the agreed period while also allowing that huge 26 minute timeframe.

    I would hope the provider puts you on fraudrecord and other providers simply refuse you instantly. Providers do not need people like you

    Just execute as you say. It's like I can't live without them. Don't be so capricious. It's a big world. The service provider is not a whore and I'm not a john. Just find the right service provider, but to be clear, as a user you can't be scammed every day can you?

    How were you "scammed" exactly?

    Sorry this one doesn't match what I was trying to find out about the title. However, I hope the people involved figure out what is going on before jumping to conclusions. I'm not bringing up the names of any service providers who defrauded me here. I also ask that certain self-serving people not continue to make irresponsible statements. I'm just trying to get a general idea of what's going on. So that I can understand the workings of European service providers. To prevent possible future unpleasantness. As for the rest, I think this is a dispute between me and my service provider and not for the rest of you. By the way, I don't want to take disputes lightly because, well, it bothers me a lot too. But it can't be helped by the fact that there have been a number of unpleasant occurrences that have created some bad impressions.

    If you're so desperate to make a personal attack on me I can only answer you with this.
    tiktok ban goahead

  • xHostsxHosts Member, Patron Provider

    @Arkas This guy may need watching, its possible he is abusing providers by making disputes on payments judging by his own comments “number of unpleasant occurrences”

    Thanked by 1Arkas
  • ralfralf Member

    @gtz said:

    @ralf said:

    @gtz said:

    @xHosts said:

    Because one of my service providers terminated the service without any reason. Then there is no reply until now

    You claim a refund outside the agreed period while also allowing that huge 26 minute timeframe.

    I would hope the provider puts you on fraudrecord and other providers simply refuse you instantly. Providers do not need people like you

    Just execute as you say. It's like I can't live without them. Don't be so capricious. It's a big world. The service provider is not a whore and I'm not a john. Just find the right service provider, but to be clear, as a user you can't be scammed every day can you?

    How were you "scammed" exactly?

    Sorry this one doesn't match what I was trying to find out about the title. However, I hope the people involved figure out what is going on before jumping to conclusions. I'm not bringing up the names of any service providers who defrauded me here. I also ask that certain self-serving people not continue to make irresponsible statements. I'm just trying to get a general idea of what's going on. So that I can understand the workings of European service providers. To prevent possible future unpleasantness. As for the rest, I think this is a dispute between me and my service provider and not for the rest of you. By the way, I don't want to take disputes lightly because, well, it bothers me a lot too. But it can't be helped by the fact that there have been a number of unpleasant occurrences that have created some bad impressions.

    So you claim you were scammed but too chickenshit to say how or who the provider was, even though the provider has already told us who they are and what your actions were?

    If you were scammed, how were you scammed? You seem to think you were. Just tell us. Don't name the provider (even if we already know) if you makes you feel any better. We just want to know what constitutes being scammed in your book?

    If you're so desperate to make a personal attack on me I can only answer you with this.
    tiktok ban goahead

    True, this is perhaps more coherent that what you wrote above. I still have no idea what it is supposed to mean, or how it relates to the scam that you are alleging but not alleging.

    Please tell us. I've just got some popcorn ready!

  • gtzgtz Member

    @xHosts said:

    @xHosts said:

    @gtz said:

    @xHosts said:

    Because one of my service providers terminated the service without any reason. Then there is no reply until now

    You claim a refund outside the agreed period while also allowing that huge 26 minute timeframe.

    I would hope the provider puts you on fraudrecord and other providers simply refuse you instantly. Providers do not need people like you

    Just execute as you say. It's like I can't live without them. Don't be so capricious. It's a big world. The service provider is not a whore and I'm not a john. Just find the right service provider, but to be clear, as a user you can't be scammed every day can you?

    You simply sound a fool. You demand a refund outside the agreed refund window that you agreed to during sign up? You agreed to the terms but feel they do not apply to you.

    I am hoping you are listed, and the provider can convince paypal to review your account with them too, normally a quick call to their disputes team advising the way you have conducted yourself allowing 26 minutes for a reply not 72 hours as paypal advise you allow any company to reply they will send your account off for a internal review which most times they will close your account since paypal do not want that type of customer either wasting their time when it is not really warranted.

    “ I don't have to use you”

    I do not think most providers would want you as a customer with this example of yourself in this instance

    OVH has blocked all mainland users. It's the provider's freedom. Providers have the right to choose their “favorite” users. I have no problem with that. You can also refuse customers from certain countries. As long as you are happy.

  • gtzgtz Member

    @ralf said:

    @gtz said:

    @ralf said:

    @gtz said:

    @xHosts said:

    Because one of my service providers terminated the service without any reason. Then there is no reply until now

    You claim a refund outside the agreed period while also allowing that huge 26 minute timeframe.

    I would hope the provider puts you on fraudrecord and other providers simply refuse you instantly. Providers do not need people like you

    Just execute as you say. It's like I can't live without them. Don't be so capricious. It's a big world. The service provider is not a whore and I'm not a john. Just find the right service provider, but to be clear, as a user you can't be scammed every day can you?

    How were you "scammed" exactly?

    Sorry this one doesn't match what I was trying to find out about the title. However, I hope the people involved figure out what is going on before jumping to conclusions. I'm not bringing up the names of any service providers who defrauded me here. I also ask that certain self-serving people not continue to make irresponsible statements. I'm just trying to get a general idea of what's going on. So that I can understand the workings of European service providers. To prevent possible future unpleasantness. As for the rest, I think this is a dispute between me and my service provider and not for the rest of you. By the way, I don't want to take disputes lightly because, well, it bothers me a lot too. But it can't be helped by the fact that there have been a number of unpleasant occurrences that have created some bad impressions.

    So you claim you were scammed but too chickenshit to say how or who the provider was, even though the provider has already told us who they are and what your actions were?

    If you were scammed, how were you scammed? You seem to think you were. Just tell us. Don't name the provider (even if we already know) if you makes you feel any better. We just want to know what constitutes being scammed in your book?

    If you're so desperate to make a personal attack on me I can only answer you with this.
    tiktok ban goahead

    True, this is perhaps more coherent that what you wrote above. I still have no idea what it is supposed to mean, or how it relates to the scam that you are alleging but not alleging.

    Please tell us. I've just got some popcorn ready!

    The entertainment is over. LOL . Should have had another Coca-Cola.

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