Slow Support Time For Additional IP's?
What is the normal time needed for support tickets to be completed for additional IP requests?
I have been a customer for many years and when needing this in the past was usually completed very fast.
9 Replies
If you want to speed up the process, I would recommend giving them a call:
I suppose my favorite saying applies: "It is what it is"
If Linode are growing rapidly, their support should be scaling with the increased demand.
One of the core reasons why I've been a loyal Linode customer is because of their support which outshone the competition. I'm reluctant to consider spending time considering alternatives and possibly having to migrate my business elsewhere, but unless there's a noticeable improvement, to within "reasonable" response times, I will have to investigate alternatives. Running a business on a platform where you have to chase/beg/wait for support isn't acceptable.
Should a 5 grand a year account for several years matter?
Alternatives are looking better.
@zoot:
If Linode are growing rapidly, their support should be scaling with the increased demand.
They are trying to, but as I understand it, finding qualified candidates in the area has been challenging. The new office in Philly should help.
@mark100:
Should a 5 grand a year account for several years matter?
No. Linode provides the same support experience regardless of how much you pay them. (Besides, you're still just a drop in the bucket.)
Doing some math based on the ticket numbers in my account, here are some stats: When I started working for Linode (doing customer support, even) in March 2012, we were averaging about 330 tickets per day. Based on the numbers I have, between the start of December 2017 and the end of February, there were an average of about 2,100 tickets per day. This is a more than six-fold increase in just 6 years. Linode's support staff definitely hasn't gotten 6 times larger in that time, so keeping up with that growth is a real challenge.
The bottom line is that the days of 5 minute response times are probably gone forever, so get used to it. If you have an urgent issue, like your Linode is down and you've already checked that it isn't due to something internal to the Linode, filing a ticket with all the information you have and following it up with an immediate phone call is the best way to get an immediate response. (But note that if a host is dead, Linode's monitoring is going to notice it pretty quickly, so if you can't get into the host via Lish, wait a bit.) If it isn't urgent, then have patience; they'll get to your ticket as soon as they can (and keep in mind that while you're waiting, the tickets they've answered in that time may have been waiting just as long, if not longer, than you for their responses).