How long should it take a hosting company to..........
 

fullfil this ticket request:

Hey, i need ftp and ssh logins for a programmer installing something on my server and his IP address whitelisted - here's his IP address

thanks

Probably depends on their current workload I would imagine.

30min tops

not 3 hours? when you have a programmer waiting on you?

Escalate it if you can.

the job its self is like 2 minutes but when you get in the queue with somebody having downtime in front of you that's just bad luck i guess

Is there some reason you waited until the last minute to get a login for your programmer? Sounds like you weren't prepared and now you want support to jump because you didn't have your ducks in a row.

National net would have it done in like two minutes.

The host I use has answered similar questions for me in about 5 minutes.

definitely less than 30 minutes

no, the opportunity came up to get this programmer to install a script this afternoon and i should expect that a good hosting company could do this simple request within 30 minutes max.

i think the hosting company should have its duck in a row - that's their business, to be there for clients, hire more support.

He might not of known he would've needed it. But then the programmer should of told him what access he needed in advance so everything was a go when the work started.

Ahh kk, it was a spur of the moment thing.

even when they are down for 5 hours?

Who knows what the hosting company has going on now. I know there's a huge Plesk exploit that was unleashed this week. Hosts who provide that piece of shit control panel are likely busy cleaning up malicious javascript.

Host could have had an outage or some other datacenter event that backed them up. If it's not a chronic issue, I wouldn't sweat it much.

I don't think it matters whether you knew about it in advance, or anything else really. Any decent host should be able to get that done in less than 30 minutes. At 3+ hours, on a Thursday evening? That's not good support. The ball was dropped somewhere.

my host got my request done within 2 mins

Elapsed Time 0 day 3 hours 57 mins 27 secs
Since Last Action 0 day 1 hour 43 mins 27 secs

Even if they are extremely busy, they should have replied to you within minutes to tell you the same IMHO ..

When it happens that we are very busy, just replying to a client in a timely manner will buy us some time.

But to reiterate what's already been said, a request such as this can be handled in mere minutes, and by placing it in a priority queue, all this accomplishes is hard feelings. :Oh crap

Depends, is it Webair? If so, good luck...