What is CPanel's idea of acceptable support times?

I ask this question as I go into week 2 of problems on my server, my resellers cannot access WHM and end users cannot change their passwords in CPanel.

It's obviously an authentication issue. Nothing shows in the logs and when you do the steps to change passwords it says it is doing it but it is not taking hold. Resellers cannot access WHM, I cannot even access their WHMs when using root password.

My NOC is supposed to provide support, when an issue is beyond them they then submit a ticket to CPanel.

Do the CPanel authors do any hosting? If so, do your hosting clients accept extreme delays in even responding to a trouble ticket?

The problems I am having are major, the price CPanel asks for their system is high and yet the support offered for that price is almost non-existant. We're expected to seek forum support for a package costing at least $50/month or $1400 to buy outright?

I offer CPanel servers because it helps the end-users manage their sites easier, but if the thing doesn't work then I expect some support from the authors, not having to go to a user forum where threads end up lost in the rather large amount of noise from others with issues. I expect forum support from open source packages, I expect professional support from something I'm asked to pay monthly for.

It's time CPanel either slashes the license price or hires the staff to warrant the price being asked.

I doubt any webhost here treat their own clients like this, otherwise they'd likely have very few clients by now and wouldn't need Cpanel anyway.

 

And this may be the main issue, one developer. Why? At the price being asked for the system they certainly should be able to afford additional developers.

ModernBill has the same problem, one developer doing it all and he can't keep up with the bugs, so support ends up being non-existant from our vantage point. Same thing there too, you are expected to turn to user forums as primary support, unacceptable for commercial packages in my opinion.

 

*bump*

Add another week onto the time resellers haven't had WHM access and end users can't change passwords in CPanel ...

Note the lack of actual CPanel personnel involved in helping too!

Heck just tell me where/how WHM looks up passwords and I can see if I can fix it myself.