Weblog entry #336 for simonw
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#336
Rackforce Support
Posted by simonw on Tue 23 Jun 2009 at 14:40
Messed up hosts.allow on a rackforce virtual server, locking all SSH users out.
Ticket was acknowledged by a human (who clearly understands hosts.allow syntax) 4 minutes after entering it through support interface, and the issue fixed, my confirmation of that fix acknowledged, and closed 7 minutes later, making a total of 11 minutes from opening to closing the support request.
Okay this is a premium support service, a simple problem, and I did ask in their normal working day, but still impressed by turn around. As it happens this wasn't an urgent issue, but it adds confidence to our use of them as a provider.
Ticket was acknowledged by a human (who clearly understands hosts.allow syntax) 4 minutes after entering it through support interface, and the issue fixed, my confirmation of that fix acknowledged, and closed 7 minutes later, making a total of 11 minutes from opening to closing the support request.
Okay this is a premium support service, a simple problem, and I did ask in their normal working day, but still impressed by turn around. As it happens this wasn't an urgent issue, but it adds confidence to our use of them as a provider.