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Your '24/7' support means '24/7 to acknowledge, not resolve'

General Discussion by jane_ffm 6 replies 182 views
jane_ffm

Member OP

#1

Hi all — Jane here. I want to share a concern about support expectations, not to bash any provider specifically.

My production box at InterServer went down Tuesday 02:14 UTC. Ticket opened 02:19. First human response: Tuesday 02:47. Resolution: Friday 02:31. 72 hours, 17 minutes.

The SLA says "24/7 support." I now understand this means "24/7 to acknowledge, not resolve." My fault for misreading, perhaps.

But I'd love to understand — is this standard? What are you all seeing from other providers?

— Jane @ Contabo

Single mode till I die 💀
MA

Member

#2

Bro this is standard only dont trust the SLA. My Vultr ticket 4 days nossa caramba. 4 days for a reboot the price was cheap only but my liver is gone!

YuriDavid

Member

#3

---
- provider: InterServer
- ack: 28min
- resolve: 72h17m
- sla_language: "24/7 support"
- NOTE: "support" undefined
- provider: Leaseweb
- ack: 4h
- resolve: 6h
- sla_language: "24/7 resolution for priority-1"
- provider: Hostinger
- ack: 15min
- resolve: 48h
- sla_language: "best effort 24/7"
---
WARNING: "24/7" is not a metric. It is a mood.

indentation is not optional
RAJ

Member

#4

Is working this way brother :-) my hostting provider KnownHost is down 3 days brother :-) serwer not booting :-) "24/7" is meaning "we are awake somewhere" brother :-) not "we fix" :-)

your margin is my opportunity
mediaaustin

Member

Deliverability Nerd

#5

InterServer sla is toilet paper. 72 hours for prod is a joke. Move to velaode or accept the pain...

SPF, DKIM, DMARC — holy trinity ✉️
lucgone

Member

Le Baguette

#6

Mdr I have make the same experience since 2 days with CloudCone lol it is possible to do that? They say "24/7" but I wait for my ticket since 48 hours now... Franchement I think I will change du coup. Bref. The competitor they can use this for marketing I think no?

Vive la résistance... électrique
Petra3

Member

latency witch

#7

Actually, "24/7" is not grammatically equivalent to "24/7 resolution". Jane's interpretation is correct but the SLA language is deliberately ambiguous. CloudCone and InterServer both omit the noun. Contabo's own SLA from memory has something about 24/7 resolution for priority-1 incidents — notably precise. Competitors should indeed differentiate on this. The market clearly values clarity.

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