Matthew66 Posted July 14, 2018 Share Posted July 14, 2018 Hi, Was wondering what the average turn around time was on paid support on critical store down issues? Thanks, Matthew Link to comment Share on other sites More sharing options...
havenswift-hosting Posted July 14, 2018 Share Posted July 14, 2018 The published SLA is here https://www.cubecart.com/technical-support along with standard UK office opening hours, so you will possibly / probably need to wait until Monday morning before it is looked at Link to comment Share on other sites More sharing options...
Matthew66 Posted July 14, 2018 Author Share Posted July 14, 2018 Ah ok, I put in a ticket yesterday about 4:15pm their time and haven't heard anything... Thanks, Matthew Link to comment Share on other sites More sharing options...
havenswift-hosting Posted July 14, 2018 Share Posted July 14, 2018 Well standard hours show until 5pm so that left 45 minutes before close of business which is much less than their SLA - only silly people like us at hosting companies that work (almost) 24 hours and include weekends ! Link to comment Share on other sites More sharing options...
Matthew66 Posted July 14, 2018 Author Share Posted July 14, 2018 Lol...so true!! Thanks, Matthew Link to comment Share on other sites More sharing options...
Al Brookbanks Posted July 15, 2018 Share Posted July 15, 2018 We will take a look first thing on Monday. I have responded to your ticket with instructions. I'm afraid we can't upgrade your store for you on the basic support plan that you signed up to. We have a back log of upgrades for Monday but we do prioritise any stores that are down. Link to comment Share on other sites More sharing options...
Al Brookbanks Posted July 15, 2018 Share Posted July 15, 2018 I have fixed your store for you now. Link to comment Share on other sites More sharing options...
havenswift-hosting Posted July 15, 2018 Share Posted July 15, 2018 Well ahead of your SLA ! Morning Al ! Link to comment Share on other sites More sharing options...
Matthew66 Posted July 15, 2018 Author Share Posted July 15, 2018 Thanks so much Al...I was sweating it!! Lol Rockin' Job! Thanks. Matthew Link to comment Share on other sites More sharing options...
Al Brookbanks Posted July 18, 2018 Share Posted July 18, 2018 I was a bit surprised that you then asked for a refund. Link to comment Share on other sites More sharing options...
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