Is there no 24/7 blacknight support?

[stimpy]

I have an urgent issue with my VPS server where the disk has suddenly become corrupted overnight and I can't run any sites (or even edit files on the disk).

I've been forced to take down the site and am waiting for a response to a ticket I sent in, but have yet to get a response (10 am on Saturday morning).

Is there no 24/7 online support (as hosting365 have) ?

Thanks,
Peter

[pkelly]

Hi Peter,

I dealt with your ticket and resolved this issue via our ticket system early this morning. We do offer 24/7 support.

At the moment the VPS solutions are unmanaged and offer no SLA's. In the coming months we'll be offering fully managed VPS solutions with monitoring, out of hours support etc (all for a price).

Paul

[stimpy]

Hi Paul,

Thanks for the help this morning and that's good to know. I wasn't sure if there was anyone online since I didn't get a response for an hour or so.

Is it just email support available 24/7 (e.g. at 2am if required)? Since I think the online chat and telephone support are limited from 9 - 6 ?


Thanks,
Peter

[pkelly]

Hi Peter,

E-mail support is 24/7. Phone and Live chat are normally live 8am to 6pm Monday to Friday and then 10am to 2pm Saturday and Sunday.

We also have engineering teams on-call around the clock, but these resources are only available to managed services customers and colo customers.

They also get alerted if any systems go down including, network, mail server issues, server issues, managed service issues etc.

Paul

[mark]

Originally Posted by stimpy

Hi Paul,

What sort of turnaround time should I expect for mails sent to support during out of hours?

I sent a few about 3 hours ago.

Cheers,
Peter

Peter,

You sent a few regarding the above ticket this morning. This ticket has been resolved.

You also sent 2 since then, one an hour ago, and one 5 minutes ago.

[blacknight]

Your last ticket was answered within 10 minutes of you submitting it.

[stimpy]

ok got the mails now cheers