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Chris Thomson replied on June 22, 2008 03:23 to the question "Why is the trouble ticket response time so horrible?" in Media Temple:
I must admit, support was starting to get really bad at one point. It was taking over 12 hours to get a response, which is never good. Of course, this was happening at the same time as all of the (gs) outages. Somehow I managed to tell myself you guys would get back to your usual quality, and you did just that.
Support times are improving and the number of outages has obviously dropped to a mere zero.
Great improvement, guys.
Arman Zakaryan replied on June 19, 2008 22:00 to the question "Why is the trouble ticket response time so horrible?" in Media Temple:
Hi Kevin!
We are making big changes to improve support request response times. As you might already have noticed we rolled out a new Rating System which lets you rate each individual reply for response quality and timeliness (yes, we do read these numbers). Typical response times under normal circumstances are usually a few hours or less, however sometimes we do get large volumes of requests and that can affect the response times.
We are also quickly expanding our technical support staff to balance out the incredible growth we have had over the past year. We're doing things to make it better!
I see the last few responses on your current request has been getting very timely updates, around 10 minutes.
Thanks for voicing your concerns.
Arman Zakaryan
(mt) Media Temple, Inc.
KevinLiu started following the idea "Don't get a Grid Account" in Media Temple.
KevinLiu asked a question in Media Temple on June 19, 2008 21:23:
Why is the trouble ticket response time so horrible?I have one case open and each exchange takes 4 to 10 (T E N) hours to advance. ServePath's response time is typically less than 5 minutes and in some case I get A PHONE CALL WITHIN A MINUTE even in a non emergency case. What's going on over there?
Scott, an employee of Get Satisfaction, replied on June 18, 2007 16:29 to the idea "RTFM":
Leslie Chicoine, an employee of Get Satisfaction, replied on June 07, 2007 22:08 to the idea "RTFM":
Leslie Chicoine, an employee of Get Satisfaction, replied on June 07, 2007 22:06 to the idea "RTFM":
If all of the companies I use actually spent time writing good manuals then I wouldn't need to ask for help...oh wait...most of the things I own and use don't have manuals, and even then: I lose them, don't have them when I need them, or don't even know enough about the problem to find it using the manual's language choices!
Sometimes manuals are great, most of the time: GASF! (Go ask a smart friend, or a whole community of friends. (^_~) )
Scott, an employee of Get Satisfaction, replied on June 06, 2007 04:01 to the idea "RTFM":
Scott started following the idea "RTFM" in Get Satisfaction.
KevinLiu shared an idea in Get Satisfaction on June 06, 2007 01:43:
RTFMWhen in doubt, I find it revelatory to RTFM!
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