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How long does Naranja tech usually take to answer support tickets?
Hi,
I'm wondering what kind of support response time other customers are experiencing with Naranja tech.
I opened a support ticket on September 11 regarding a persistent VPS storage-performance issue, and as of the end of September 14 I still haven't received a reply or even an acknowledgment.
I understand that this is a LowEndTalk-type VPS service and I'm not expecting enterprise-level 24/7 support. However, nearly four days without any response seems a little long for a support ticket, so I'm curious whether this is normal for them.
The issue itself isn't new. The VPS has been noticeably slow for several months, particularly during things like apt update / apt upgrade. I only recently had the time to properly investigate it and gather evidence.
I've now run CPU, network, fio and iostat tests. CPU and network performance look healthy, while the storage results show very high I/O latency. For example, during a sustained write test I observed write latency approaching 1.9 seconds, with I/O wait reaching ~94%. The completed 2 GiB synchronous write was only around 41 MB/s.
So this isn't simply a subjective "my VPS feels slow" complaint, there are fairly clear and reproducible storage-performance problems.
I'm happy to give them more time; I'm just trying to establish whether this is normal or whether I should follow up/escalate the ticket.
Comments
“LowEndTalk-type VPS service” bro, if they reply within 1 second, start worrying.