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Originally Posted by baddog
The program owner is aware of this thread, if he wants to speak up, he will. I don't want to bring any negativity to his program.
I will be honest, I like a lot of features offered by NATS, but it was a drag when I discovered his join page was down, and there was nothing that could be done about it besides him submitting a ticket, but waiting until Monday for anything to be done about it.
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90+% of the time when programs are down it's becuase of NON-NATS related issues. Such as one very recently where there was a disk quote effecting a program causing their join forms to be down. This has nothing to do with NATS yet we did find the problem for him and fix it, going above and beyond what we are, a software company developing a software package. Often MySQL goes down, drives fill, servers are upgraded by hosts which screw up config files, etc. These all cause programs to go down from time to time and many people assume "My NATS is fucked". In most cases it's not yet we help them get it fixed anyway.
It's threads like this however which totally piss me off as people feel the need to bring attention to things and paint us in a bad light when in most likely-hood we did nothing wrong. In this industry people usually speak before knowing all the facts but it's something I've somewhat gotten used to.
We have the ticket system. It's monitored 24/7. We're on ICQ almost ALL the time, both from the US and from Europe to cover the varying timezones of having clients all over the world.
Our support is very good especially in instances where a client is down. As stated, we go above and beyond supporting OUR software and often play server admin for our clients to get them back up as soon as possible. We also monitor our ticket system constantly for server tickets as we understand that our software is resposible for many people's livelihoods. Yet somehow people feel the need to create threads like this not wanting to say the details of what's going on or mention our name but saying "ryhmes with gnats" seems acceptable somehow.
If you're going to call us out on having shitty support please have your facts together beforehand and be willing to discuss the actual issue, not a vague clues as to what it might be which does nothing but cause everyone to assume the worst.