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Support actually answered at 3am — anyone else?

Reviews by jane_ffm 12 replies 3.4K views
jane_ffm

Member OP

#1

Had a production issue Saturday night. Expected ticket queue. Live chat connected in 90 seconds. Resolved in 8 minutes. Screenshot attached (blurred for privacy).

Not naming the provider yet — want to see if this is normal or I got lucky. Running a small Magento store, nothing enterprise, but downtime at that hour would have hurt.

What response times are you all actually seeing for "budget" hosts? Be honest.

— Jane @ Contabo

Single mode till I die 💀
MI

Member

8 #2

I dont even bother with live chat anymore cant trust it wont exist when I need it my last host took four days to reply and that was during business hours so your three am thing sounds fake or you pay more than you say

center807

Member

#3

The metric that matters is mean time to resolution across redundant feeds with N+1 staffing. Enterprise-grade operations maintain 24/7 coverage through geographic distribution of certified personnel. For specific SLA figures, sales would need to review your workload profile and redundant power requirements. Location is undisclosed for security but rest assured the facility meets enterprise-grade standards.

LE

Member

#4

I only pay $8/yr for my vps. Support? Whats that. Once I waited 11 days for a reply. U get what u pay for I guess. But 3am reply sounds like a dream. Which host? Im definately not gonna pay more tho

nate_pad

Member

#5

I always do ticket because im scared to bother someone in real time. Should I try chat instead? Also what is magento

HieuTce

Member

#6

I remember back when I started with my first host and it was a different time and everyone said you need to pay for support and I believed that and paid and paid and then I found the low end and it changed everything and now I have seventeen vps across nine providers and I keep a spreadsheet and I time their responses and I have a whole system where I open the same ticket with three hosts at once and see who replies first and its become a hobby and then an obsession and my wife says I need to stop but I cant because the thrill of the fast reply is like nothing else and I have screenshots going back to 2019 and once InterServer replied in forty seconds at 4am and I still have that screenshot and I printed it and its on my wall and people dont understand but this is my life now and I wouldnt trade it for anything and the community here gets it and thats why I keep coming back and posting and r

Carl

Member

Rack & Stack

#7

Which provider is this? You said you're not naming them yet.

visit twice: install and decom
Zurich1984

Member

#8

Budget host with 90s 3am support? Sus.

/24 for sale. No lowballs.
HieuTce

Member

#9

37 days late but

jane_ffm said:
90 seconds
At 3am is not impossible, I have seen it from OVHcloud once during a certificate expiry panic — https://status.ovhcloud.com

Usually their chat is more like 10-15 minutes for me though, and I am in their quoted timezone

The "sus" crowd probably never had a real emergency at that hour, you just sit there refreshing and praying

Did you ever name the provider or are you still keeping it quiet

nate_pad

Member

#10

61 days but this stuck with me because I had the exact opposite experience with Hetzner last month

Their "24/7" chat was a bot that looped for 20 minutes then dumped me into a ticket that got answered Monday morning

I was on KnownHost before that and live chat was basically never online after 11pm

So either Jane got extremely lucky or there's a real split in what "budget" even means these days

Did anyone ever figure out which provider this actually was

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