Should tech support work on holidays?

[Snake Doctor]

I just got done stuffing my face with turkey and stuffing and all of that good stuff.
I get home, decide I'm going to check my stats and catch the last half of the football game.
Traffic is waaaaay low, I mean I know its a holiday but shit, I've only gotten about one third of what I should have today considering I've got 5 or so paid listings running today.

I check one of my pages and get a "cannot find server" error, but my host's site is up and running fine.

I call the office, no one's there, I leave a message.
I hit up the tech on ICQ, no answer.

I know its a holiday, but I know that people are still surfing and buying today, and I know I'm not going to get a refund on all of my paid listings just because my server is down.

So is this shitty tech support? Or do you think that you wouldn't be able to get ahold of anyone at ANY host today?

[asuna]

holiday's don't count for tech support.. when they say 24/7 tech suport, its not 24/7 tech support excluding holidays

[Bobo]

I sale tech support on holiday for $/hour x 2

[[Labret]]

Fuck yeah they should. There is always some loser who will take double time instead of be with his family.

If my servers are down, I lose money. And that is unacceptable.

Find some fucking Russian kid who doesnt care about thanksgiving and make them babysit the servers.

[asuna]

or host in Canada

[Ludvig]

Who are you hosting with?

Tech MUST monitoring the network 24/7/365

[ControlThy]

I think technical support should be available when downtime occurs since this is an emergency situation. Obviously during holidays you cannot expect a tech to fix your cgi script, but downtime is serious.




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[Lane]

same way the emergency room is, tech support always has to be there

[Bobo]

Originally posted by Ludvig
Who are you hosting with?

Tech MUST monitoring the network 24/7/365

Whorehosting.com

Very cheap but unreliable service. And bandwidth is a bitch.

[ControlThy]

Originally posted by Ludvig


Tech MUST monitoring the network 24/7/365

Correct, but that doesn't mean they are also monitoring the server(s).

[Brown Bear]

Tech supprt should be like 7-11. It's even open on Christmas and New Years eve!

[Snake Doctor]

Thanks for all the feedback.

I'm not going to say who I'm hosting with right this second.

When I left a message on the voicemail, I was given the option to send the message as "urgent", so I can only hope that it got sent to a techie's beeper.
That was one hour ago. I figure giving someone 2 hours to respond to a page is sufficient, so I won't give them any bad press if someone calls me or fixes things in the next hour or so.

[StuartD]

Tech support are real people?!?!?!


But no seriously, that's just one of those things that sucks about that particular job. Could be worse... you could be the newbie at McD's or something, forced to work the Turkey Day dinner shift

[Kat - Fast]

24/7/365 - yup - I've done the 7pm to 7am shift on a New Years Eve twice and Xmas Eve once so some married guy didn't have to be a 'loser'...

[SimonBalk]

Yes. There must always be support! I can accept a little delay in time, but a day without support is very bad. Why do we pay for else???

[Snake Doctor]

Well its been over 3 hours now.

I'm hosted at http://www.way2fast.com

I ICQ'd the tech support number listed on their page, and that person replied to me within about an hour to tell me that he doesn't work there anymore but they never removed his info from the page.
So he gets support phone calls on his cell phone too.....LOL

I started another thread here
http://www.gofuckyourself.com/showth...threadid=90940

looking for a new host.

[ProgGod]

We have a ticket system where you can page a tech 24/7 at www.speedadmin.com, you just submit a ticket there, mark it critical, and one of our techs always on call and with in 5 minutes response time will service your request immediately.

I checked the pager logs, and no critical tickets were submited.

It clearly says use www.speedadmin.com before doing anything else on our website. The 877 number is checked by sales staff, and ICQ is not guaranteed to have an instant response. Please use the ticket system, critical tickets are always responded too. We had 2 techs on call all day today!

[ProgGod]

btw the first icq number listed on that page is mine, and I never got an ICQ, the second icq number is my tech and he defintely still works there.


Also as far as I know there were no calls given to the emergncy numbers on the pages as well.

http://www.way2fast.com/support/index.html

are you reading that page?

It also clearly says the 877 number is for normal business hours.

[Brad Mitchell]

If you were one of my customers you'd have my cell phone number. I ALWAYS answer it without fail so not getting your question answered or problem solved is NOT an option. If there was a problem I'd put one of my of my guys on it right away... for our customers, the turkey can get cold.


Brad

[ClickCashPro]

When I worked as a tech for an ISP I had to work alternate weekends/public and normal holidays with the other techs.
Its the norm, if a company doesnt do it, theyre losing customers and money from my experience.

[KRL]

Any decent sized company should have a techie there or on instant call by pager 24 x 7 x 365.