IaaS Support Really Expected for 48 Hours?

FriendlyPerson

So if my instance for example decides to take a dump because of a localized interface issue or such issue I am stuck waiting for up to two days for them to correct such?

Or is it two days at worst and only for issues that don't need urgent acknowledgements and such that reasonably does not negatively impacts one business?

AndrewLowrance

48 hours seems to be worst case scenario, I normally get a response within 1 hour or so, sometimes within minutes. Slowest response took about 7 hours, non urgent and outside of office hours.

Kenneth_Crayton

AndrewLowrance 13 hours is the longest I'd ever had to wait, but it's usually faster. Not the most friendly support agents, but not rude either, just neutral and straightforward. They listen carefully and do what they can to help. It's always good to talk to someone who knows their shit.

FriendlyPerson

AndrewLowrance Ah I see, that does make senses now.

Kenneth_Crayton Got ya, just as long they do indeed take the time understands what's you are needing and such that does make sense. Just disgusts me when it goes into unprofessional/rude territories (happened to me with providers who would "blunt headed" and would be unprofessional and rude in the process of doing so at the same time).

Thus it seems like not a half bad support system relative to other options. 👍️

Magnus_Lind

FriendlyPerson Just disgusts me when it goes into unprofessional/rude territories

Hear hear, and ironically this usually happens with the low tier agents who doesn't even understand the problem. I've been with providers that locked down my account for weeks because the support was simply too slow to respond and I always had to talk to low level staff. Had to call them out in social media and that certainly woke them up, then suddenly I was mr "important customer" again. 😆

FriendlyPerson Thus it seems like not a half bad support system relative to other options. 👍️

To be fair, it depends what one expect from the support, I've been around for long and been a customer to most major cloud providers. Things that pisses me off the most is ignorance or stupidity, i.e when I'll have to wait long for an urgent problem and still only be allowed to talk to low level junior support agents who knows even less than me about what the problem might be.

That and the fake "corporate friendliness" BS, I mean I'm not using a service to get fake friends among their low level staff. 😆 I'm contacting support to get shit done. And that's what makes 99Stack better than other providers, they listen and they fix stuff, idk why some people consider them rude, sure they don't respond with "thanks for contacting support, blah blah blah" but instead address the issue at hand immediately.