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OVHcloud called me at 3 AM to fix a ticket - excellence or no life?

General Discussion by Bruno22 14 replies 2.6K views
mediaaustin

Member

Deliverability Nerd

#11
Bruno22 said:
I check now, my ticket priority was "normal" not "urgent"

This is the part that validates my timezone-math theory. "Normal" priority should never voice-escalate. Either:

  • Their routing logic doesn't weight priority + timezone together
  • SLA timer started on ticket open and hit a threshold regardless
  • Bruno got lucky/unlucky with a bored L1 who saw an easy SSL fix

I've dug into OVHcloud's docs. Their public SLA is 4h response for business support, no guaranteed contact method. No "preferred hours" field in the standard portal last I checked. The gap is architectural, not anecdotal.

SPF, DKIM, DMARC — holy trinity ✉️
Petra3

Member

latency witch

#12
tallinnying said:
Idk why I do this but I stayed up and we debugged it together. Guy was in philippines, I was in helsinki, neither of us knew what timezone the server was in.

I tracerouted this once. InterServer's Secaucus DC, their cron was set to UTC-5 but the VPS panel displayed UTC+8 to me in Helsinki. Three timezones in one stack. Beautiful disaster.

OVHcloud at least runs their own DCs in Europe. Roubaix to São Paulo is bad latency but you know where your bits sleep at night.

OwnerSeeker

Member

Small Biz

#13
mediaaustin said:
No "preferred hours" field in the standard portal

This. I run bakery, I also run web store on OVHcloud VPS. I do not want 3 AM call during sourdough proofing, I want email. Their portal has "contact method" dropdown? I never find it. Maybe I look in wrong place.

If anyone know where this setting hide, tell me. My tickets are usually "SSL broke again" not "datacenter on fire", they can wait.

RAJ

Member

#14
OwnerSeeker said:
My last three tickets went to voicemail purgatory

Opposite problem, same root cause. OVHcloud support is a lottery. My domain transfer ticket: 6 hours email response, acceptable. My invoice question: 2 days, also acceptable. But I never get phone call, maybe because my number is IN format and their VOIP can't dial it cheap.

Bruno22 got the premium surprise package. I would trade 6 hour email for 3 AM call? No. But I would trade for consistent channel.

your margin is my opportunity
tallinnying

Member

Night Shift

#15
Petra3 said:
OVHcloud at least runs their own DCs in Europe

This matters. I've colo'd in InterServer Secaucus — https://www.interserver.net — I've VPS'd with OVHcloud Gravelines. When something breaks at 3 AM you want the person who can physically touch the machine, not someone opening another ticket upstream.

The call itself is still weird though. Most DC techs don't customer-face on phone. Bruno probably got a L2 from somewhere else in the support chain, not Roubaix itself.

builds at 3AM, sleeps at noon

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