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Cpanel Techs...sleeping on Sundays..!!!!

Discussion in 'General Discussion' started by furquan, Jun 26, 2011.

  1. furquan

    furquan Well-Known Member

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    I am sorry to say this, But i have noticed at times on Sundays when we are stuck in a situation, the techs at the Cp office hardly respond..or dont respond et all...and today surprisingly one of my ticket was closed without any response...

    I am not saying i need an immediate response, But after hours of ticket and requesting repeatedly for some attention to the ticket...no one seems to bother !!!

    How strange !!!!
     
  2. Infopro

    Infopro cPanel Sr. Product Evangelist
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    Can I have the ticket # you're referring to please?
     
  3. furquan

    furquan Well-Known Member

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    1627426
    1676998
     
  4. furquan

    furquan Well-Known Member

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    Infopro :

    Can you update me on the above tickets please !!
     
  5. Infopro

    Infopro cPanel Sr. Product Evangelist
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    You know as much as I do about that ticket, furquan. After reading it over and noting cPanel Support updating it as many times as they have, I don't have anything to add here to this issue.
     
  6. k-planethost

    k-planethost Well-Known Member

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    if there is no response tickets are closed auto after a couple of hours
    if you are on a hurry you can update your support by paying the annual fee.
    that will give you priority on your tickets.
     
  7. cPanelTristan

    cPanelTristan Quality Assurance Analyst
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    Tickets are closed automatically after 120 hours of no response from the customer after we have the last response on the ticket. First, we send an automatic reminder at 60 hours about the ticket not having received a reply from the customer, then we auto close the ticket 60 after after that reminder, making it a total of 120 hours.

    The 1676998 ticket was not closed without a response, it was marked as a duplicate of ticket 1627426 due to being about the same issue. Opening a second ticket after replying to an existing ticket does result in a duplicate being marked for the ticket, since otherwise it would be duplicating efforts to reply to the same inquiry on both tickets. Ticket 1627426 did receive a response to the questions being asked.

    Of note, the last questions in the 1627426 ticket were concerning a memory leak with a JSP and servlet-based application on a machine. This would be a system administrative task outside the scope of cPanel support. Such tickets cannot be resolved via our ticketing system. Additionally, Tomcat indicates during EasyApache compilation that an experienced Tomcat administrator is required, since only basic support ensuring the service is working in and of itself is available via technical support.
     
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