Should tech support work on holidays? - GoFuckYourself.com

Snake Doctor · 11-28-2002, 04:06 PM

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 · 11-28-2002, 04:08 PM

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

Bobo · 11-28-2002, 04:11 PM

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

[Labret] · 11-28-2002, 04:15 PM

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 · 11-28-2002, 04:16 PM

or host in Canada

Ludvig · 11-28-2002, 04:17 PM

Who are you hosting with?

Tech MUST monitoring the network 24/7/365

ControlThy · 11-28-2002, 04:18 PM

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.

BigCash.com: Your Gateway to Serious Bucks!

Lane · 11-28-2002, 04:19 PM

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

Bobo · 11-28-2002, 04:19 PM

Quote:

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 · 11-28-2002, 04:19 PM

Quote:

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 · 11-28-2002, 04:20 PM

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

Snake Doctor · 11-28-2002, 04:26 PM

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 · 11-28-2002, 04:31 PM

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 · 11-28-2002, 06:02 PM

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 · 11-28-2002, 06:04 PM

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 · 11-28-2002, 06:45 PM

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 · 11-28-2002, 08:21 PM

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 · 11-28-2002, 08:24 PM

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 · 11-28-2002, 10:58 PM

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 · 11-28-2002, 11:02 PM

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 · 11-28-2002, 11:03 PM

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

11-28-2002, 04:06 PM	#1
Snake Doctor I'm Lenny2 Bitch Join Date: Mar 2001 Location: On top of my soapbox Posts: 13,449	Should tech support work on holidays? 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? __________________ sig too big

11-28-2002, 04:08 PM	#2
asuna Confirmed User Join Date: May 2002 Location: Montreal Posts: 8,743	holiday's don't count for tech support.. when they say 24/7 tech suport, its not 24/7 tech support excluding holidays __________________

11-28-2002, 04:16 PM	#5
asuna Confirmed User Join Date: May 2002 Location: Montreal Posts: 8,743	or host in Canada __________________

11-28-2002, 04:19 PM	#8
Lane Will code for food... Join Date: Apr 2001 Location: Buckeye, AZ Posts: 8,496	same way the emergency room is, tech support always has to be there __________________

11-28-2002, 04:20 PM	#11
Brown Bear Confirmed User Join Date: May 2002 Posts: 4,982	Tech supprt should be like 7-11. It's even open on Christmas and New Years eve! __________________ Surrender all your independent thinking and Click Here for re-programming.

11-28-2002, 04:11 PM	#3
Bobo Confirmed User Join Date: Feb 2002 Posts: 2,253	I sale tech support on holiday for $/hour x 2

11-28-2002, 04:15 PM	#4
[Labret] Registered User Industry Role: Join Date: May 2001 Location: Са́нкт-Петербу́рг Posts: 10,945	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.

11-28-2002, 04:17 PM	#6
Ludvig Registered User Join Date: Sep 2001 Posts: 76	Who are you hosting with? Tech MUST monitoring the network 24/7/365

11-28-2002, 04:18 PM	#7
ControlThy Confirmed User Join Date: May 2002 Posts: 1,909	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. BigCash.com: Your Gateway to *Serious Bucks!*

11-28-2002, 04:26 PM	#12
Snake Doctor I'm Lenny2 Bitch Join Date: Mar 2001 Location: On top of my soapbox Posts: 13,449	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. __________________ sig too big

11-28-2002, 04:31 PM	#13
StuartD Sofa King Band Join Date: Jul 2002 Location: Outside the box Posts: 29,903	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 __________________ This is me on facebook This is me on twitter

11-28-2002, 06:02 PM	#14
Kat - Fast Confirmed User Join Date: Feb 2001 Location: The bushes behind your house Posts: 2,303	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'...

11-28-2002, 06:04 PM	#15
SimonBalk Confirmed User Join Date: Jul 2002 Location: The Netherlands Posts: 197	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??? __________________

11-28-2002, 06:45 PM	#16
Snake Doctor I'm Lenny2 Bitch Join Date: Mar 2001 Location: On top of my soapbox Posts: 13,449	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. __________________ sig too big

11-28-2002, 08:21 PM	#17
ProgGod Confirmed User Join Date: Nov 2001 Location: Glendale, AZ Posts: 155	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! __________________ Premium Tier1 Hosting/bandwidth $65/megabit: $.20/gig Way2Fast Hosting ICQ: 69658209, AIM: ProgGod123, Email: [email protected]

11-28-2002, 08:24 PM	#18
ProgGod Confirmed User Join Date: Nov 2001 Location: Glendale, AZ Posts: 155	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. __________________ Premium Tier1 Hosting/bandwidth $65/megabit: $.20/gig Way2Fast Hosting ICQ: 69658209, AIM: ProgGod123, Email: [email protected]

11-28-2002, 10:58 PM	#19
Brad Mitchell Confirmed User Industry Role: Join Date: Nov 2001 Location: Southfield, MI Posts: 9,812	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 __________________ President at MojoHost \| brad at mojohost dot com \| Skype MojoHostBrad 71 industry awards for hosting and professional excellence since 1999

11-28-2002, 11:02 PM	#20
ClickCashPro Registered User Join Date: Sep 2002 Posts: 75	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. __________________ <font face="arial" size="2" color="white"><b>Adam N</b><br><a href="http://www.clickcashpro.com/" target="_blank"> <br /><img src="http://www.slinky.com.au/slinky-pics/clickcash_button80_4.gif" width="120" height="60" border="0" ><b><br><br>ClickCashPro.com \| Massive 80% Payout \| 3rd Party Stats Verification & Processing \| Weekly Payments </b></a></font><br/></p>

11-28-2002, 11:03 PM	#21
KRL Entrepreneur Join Date: Oct 2002 Location: USA Posts: 31,429	Any decent sized company should have a techie there or on instant call by pager 24 x 7 x 365. __________________ If you would like to develop your domains, you can lease inexpensive foreign labor from the leaders in the field at iWebmasters.com TO LOWER YOUR COSTS AND INCREASE YOUR PRODUCTION! * * * * * * * * * * * * Domains Adult News KRL's Newsletter Biz Tips Just Listed Domains