New to surpass - getting the hang of support.

ErisDS · October 1st, 2008, 8:16 AM

Hi

I signed up with surpass this week for a Bronze Reseller.

They've transferred everything over, and I'm having a couple of teething problems as can be expected when transferring so much stuff.

I was wondering, what's the standard ticket response time here?

Also, I've just registered here at the forums, and wanted to subscribe to announcements for my server...but there doesn't seem to be a forum for it...I'm on 66.7.201.232 is it new? Or have I missed it.

Thanks,

Eris

SnakeMan · October 1st, 2008, 8:31 AM

You're on Pass87... one of the newer ones. Give 'em time and it will have a thread of its own. Looks like the last reseller server currently listed is Pass82.

BTW... WELCOME!!

ErisDS · October 1st, 2008, 9:11 AM

Thanks

What about the average ticket response time?

My old host had a guarantee but can't find one here.

SnakeMan · October 1st, 2008, 9:19 AM

From my own experiences they are very fast but usually my tickets are for my own mistakes and they seem to get my messes fixed pronto.

If you have a ticket outstanding I suggest that you post the ticket number in this thread and when any of the staff are online, you can tell by looking at the bottom of the main forum page to see who is online and the staff names will be in blue, they will get back to you and also pass on info to the support folks behind the scenes.

ErisDS · October 1st, 2008, 9:26 AM

I'm awaiting a response on my ticket PAW-760016

It's been a few hours, and I've added updates since as well - is it a bad thing to do that?

**Twist3d** · October 1st, 2008, 9:31 AM

Adding more information to a ticket or bumping a ticket actually moves your ticket in the queue.

I would refrain from doing such activities if possible as it could impair your response time.

SnakeMan · October 1st, 2008, 9:34 AM

Personally, speaking for myself and only myself, when I have had to make out a ticket I always stop whatever I'm doing until whatever problem there was is fixed. I would rather wait and make sure everything is kosher. Why chance wasting my time updating twice for the same thing? But, as I said, that's my opinion and others may disagree with it.

ErisDS · October 1st, 2008, 10:09 AM

Ah whoopsie I didn't know that

Artin · October 1st, 2008, 12:36 PM

Quote:

Originally Posted by ErisDS

Ah whoopsie I didn't know that

That's ok :P I didn't know that too, until recently :P

Welcome!

Artin

October 1st, 2008, 8:16 AM	#1 (permalink)
ErisDS Registered User Fresh Surpasser Joined in Oct 2008 8 posts Gave thanks: 0 Thanked 0 times	New to surpass - getting the hang of support. Hi I signed up with surpass this week for a Bronze Reseller. They've transferred everything over, and I'm having a couple of teething problems as can be expected when transferring so much stuff. I was wondering, what's the standard ticket response time here? Also, I've just registered here at the forums, and wanted to subscribe to announcements for my server...but there doesn't seem to be a forum for it...I'm on 66.7.201.232 is it new? Or have I missed it. Thanks, Eris

October 1st, 2008, 8:31 AM	#2 (permalink)
SnakeMan Registered User On a golden path... Joined in Sep 2005 Lives in The Mountains Hosted on Pass43 328 posts Gave thanks: 16 Thanked 14 times	You're on Pass87... one of the newer ones. Give 'em time and it will have a thread of its own. Looks like the last reseller server currently listed is Pass82. BTW... WELCOME!! Last edited by SnakeMan; October 1st, 2008 at 8:34 AM..

October 1st, 2008, 9:31 AM	#6 (permalink)
Twist3d Twist3d One Super #1 Joined in Dec 2007 Hosted on pass81 1,478 posts Gave thanks: 24 Thanked 35 times	Adding more information to a ticket or bumping a ticket actually moves your ticket in the queue. I would refrain from doing such activities if possible as it could impair your response time. __________________ Pass81

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October 1st, 2008, 9:11 AM	#3 (permalink)
ErisDS Registered User Fresh Surpasser Joined in Oct 2008 8 posts Gave thanks: 0 Thanked 0 times	Thanks What about the average ticket response time? My old host had a guarantee but can't find one here.

October 1st, 2008, 9:19 AM	#4 (permalink)
SnakeMan Registered User On a golden path... Joined in Sep 2005 Lives in The Mountains Hosted on Pass43 328 posts Gave thanks: 16 Thanked 14 times	From my own experiences they are very fast but usually my tickets are for my own mistakes and they seem to get my messes fixed pronto. If you have a ticket outstanding I suggest that you post the ticket number in this thread and when any of the staff are online, you can tell by looking at the bottom of the main forum page to see who is online and the staff names will be in blue, they will get back to you and also pass on info to the support folks behind the scenes.

October 1st, 2008, 9:26 AM	#5 (permalink)
ErisDS Registered User Fresh Surpasser Joined in Oct 2008 8 posts Gave thanks: 0 Thanked 0 times	I'm awaiting a response on my ticket PAW-760016 It's been a few hours, and I've added updates since as well - is it a bad thing to do that?

October 1st, 2008, 9:34 AM	#7 (permalink)
SnakeMan Registered User On a golden path... Joined in Sep 2005 Lives in The Mountains Hosted on Pass43 328 posts Gave thanks: 16 Thanked 14 times	Personally, speaking for myself and only myself, when I have had to make out a ticket I always stop whatever I'm doing until whatever problem there was is fixed. I would rather wait and make sure everything is kosher. Why chance wasting my time updating twice for the same thing? But, as I said, that's my opinion and others may disagree with it.

October 1st, 2008, 10:09 AM	#8 (permalink)
ErisDS Registered User Fresh Surpasser Joined in Oct 2008 8 posts Gave thanks: 0 Thanked 0 times	Ah whoopsie I didn't know that

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