Support Response Times

sean

Hi all, just want to go on record and say that we know that our support response times aren't great right now.

We're 1000% committed to matching (and surpassing!) the superb support experience that WebFaction provided in the past, not only for our new customers coming in from WF but for all of you. ❤️

We'll be bringing on additional support staff as soon as possible to help make that happen.

Fjordis

Why is that? A lot of new customers due wfs migration message?

sean

Fjordis Why is that? A lot of new customers due wfs migration message?

Exactly that!

It's a great problem to have since it means we're having incredible growth, but less great for all of you. It will get better!

loupgarou

Per aspera, ad astra!

sean

loupgarou ❤️❤️❤️

sean

Today we started training our first support hire from the old WF team. Hopefully one of many more to come!

ssherlock

I can't complain about the response times I've had, and am really please WF called my bluff as I am finding things a lot more straight-forward round here! UK servers next but I totally understand the current reasoning behind them not being here yet.

jopalacios

So glad to hear you guys are bringing over some of the WF support team! With their support and your leadership, we are looking at the world's best hosting for developers here!

DavidUrban

Hi @sean , thanks for letting us know and I hope training and expansion go well 🙂. Are there any plans to bring on board someone in European timezone? I am sure you are seeing many customers coming from the EU and not having support during business hours is a problem for us. Especially after opal6 😆

sean

DavidUrban yes, our goal is to have 24/7 support coverage for all time zones.

At the present time we're relying on 24/7 automated monitoring. The slow response on opal6 was due to a failure of the monitoring system.

elena

I think we need a way of sending VERY URGENT tickets that cannot wait, not 10 hours :-(

sean

elena If you include the word "urgent" in your email subject line then it will be flagged as urgent on our end.