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Support Tickets - less responsive support?
Topic Started: Feb 5 2015, 12:43 PM (971 Views)
wasntbtf
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I know that in recent weeks there have been many issues for our (almost exclusively volunteer) support team to deal with, DDoS attack, consequences of the emergency implementation of Cloudflare. etc.

Nonetheless, responses to Support Tickets have become much less responsive as far as we are concerned. Support Tickets remaining unanswered for several days, Support Tickets not responded to while the same issues are dealt with on the support forum, for instance.

I appreciate that the volunteers that provide support do the best they can with the resources that are made available to them, but there doesn't seem to be any intervention from the owner(s)/management from Zetaboards to address the problems.

We have been very badly affected by the unavailability problems caused by the emergency implementation of Cloudflare and the stop gap solutions currently being implemented. Members visit the the forum less frequently, the number of new members is down and our hard worked for ranking in the search engines is declining.

Is this just a rather unrepresentative perspective or have others noticed the same trend?

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Jonathan
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You are right, support times have been poorer lately. This is mostly due to CloudFlare, which has brought issues that are new to us, and which Brandon himself is putting a lot of energy into behind the scenes.

On top of this, we've also got issues with Paypal, which has significantly increased Sales Ticket numbers, which the support team has been helping Brian out on.

General support tickets which are not regarding CloudFlare should not be too heavily affected however, and right now we have very few outstanding tickets.

Do you have an outstanding ticket? If so, can you post its ID?

Jonathan
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wasntbtf
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Jonathan
Feb 5 2015, 12:56 PM
You are right, support times have been poorer lately. This is mostly due to CloudFlare, which has brought issues that are new to us, and which Brandon himself is putting a lot of energy into behind the scenes.

On top of this, we've also got issues with Paypal, which has significantly increased Sales Ticket numbers, which the support team has been helping Brian out on.

General support tickets which are not regarding CloudFlare should not be too heavily affected however, and right now we have very few outstanding tickets.

Do you have an outstanding ticket? If so, can you post its ID?

Jonathan
Jonathon,

we have two outstanding at the moment 5212052 to do with ad credits and 5213874 to get our Cloudflare renewed before it runs out and causes disruption (which I notice is possible according to another thread on here) and an answer about which IP address we should be using.

Thanks,

Grahame.
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Moonface
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In regards to CloudFlare, Helena has been re-adding domains before they expire so boards avoid any disruption from the expirations. So unless there's a small chance she missed it, your domain should be renewed with CloudFlare before it expires. Same applies to any other board.
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beastboybrown
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wasntbtf
Feb 6 2015, 08:35 AM
Jonathan
Feb 5 2015, 12:56 PM
You are right, support times have been poorer lately. This is mostly due to CloudFlare, which has brought issues that are new to us, and which Brandon himself is putting a lot of energy into behind the scenes.

On top of this, we've also got issues with Paypal, which has significantly increased Sales Ticket numbers, which the support team has been helping Brian out on.

General support tickets which are not regarding CloudFlare should not be too heavily affected however, and right now we have very few outstanding tickets.

Do you have an outstanding ticket? If so, can you post its ID?

Jonathan
Jonathon,

we have two outstanding at the moment 5212052 to do with ad credits and 5213874 to get our Cloudflare renewed before it runs out and causes disruption (which I notice is possible according to another thread on here) and an answer about which IP address we should be using.

Thanks,

Grahame.
Thats it???? I have been waiting sense November 6 on 1 O.O 5205857 in which case things didn't align up well and I needed help. In which case I was told to make an extra admin account for them to fix and I did and it still has the problem.

They said "Jonathan
There are lots of features, bugs and projects being worked on at the moment. If we release a bug fix, it will be announced in your Admin CP." and I still have needed help on it.
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Jonathan
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beastboybrown
Feb 6 2015, 07:10 PM
wasntbtf
Feb 6 2015, 08:35 AM
Jonathan
Feb 5 2015, 12:56 PM
You are right, support times have been poorer lately. This is mostly due to CloudFlare, which has brought issues that are new to us, and which Brandon himself is putting a lot of energy into behind the scenes.

On top of this, we've also got issues with Paypal, which has significantly increased Sales Ticket numbers, which the support team has been helping Brian out on.

General support tickets which are not regarding CloudFlare should not be too heavily affected however, and right now we have very few outstanding tickets.

Do you have an outstanding ticket? If so, can you post its ID?

Jonathan
Jonathon,

we have two outstanding at the moment 5212052 to do with ad credits and 5213874 to get our Cloudflare renewed before it runs out and causes disruption (which I notice is possible according to another thread on here) and an answer about which IP address we should be using.

Thanks,

Grahame.
Thats it???? I have been waiting sense November 6 on 1 O.O 5205857 in which case things didn't align up well and I needed help. In which case I was told to make an extra admin account for them to fix and I did and it still has the problem.

They said "Jonathan
There are lots of features, bugs and projects being worked on at the moment. If we release a bug fix, it will be announced in your Admin CP." and I still have needed help on it.
That was a software bug that only Brandon (And very soon Reid) can deal with. It is reported, however.

All bugs are prioritised also, and that particular one, while I do fully understand was inconvenient was by no means critical.

Jonathan
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wasntbtf
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Moonface
Feb 6 2015, 09:19 AM
In regards to CloudFlare, Helena has been re-adding domains before they expire so boards avoid any disruption from the expirations. So unless there's a small chance she missed it, your domain should be renewed with CloudFlare before it expires. Same applies to any other board.
Moonface, thanks for that.

A reply to the support ticket would be good, at the moment it seems that we have to not only check the replies to support tickets but also check on the support forum to see whether problems have been resolved.

Many thanks to Nicolas for replying to the support ticket (5212052) about the ad credits.

Still waiting for a reply to the support ticket (5213874) about Cloudflare renewal and the IP addresses we should be using though.

Grahame.
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wasntbtf
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Still no reply to the outstanding support ticket (5213874) about Cloudflare renewal and the IP address(es) we should be using. The support ticket has been unanswered since 4th Feb, well that was when a reminder was sent.
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Nicolas
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"PLES RING IF AN RNSER IS REQIRD."

That's because the staff don't have an answer, and on February 3rd you were given the most up to date information available. Then you replied asking for more information and posted this topic the very next day after that. Waiting 24 hours for a reply isn't unheard of.
On February sixth, in this topic, you received another assurance that we're doing the best we can to keep custom domains working by manually re-adding them to CloudFlare until a permanent solution is worked out. Communicating the same information to you through multiple channels doesn't make sense, but I've done that for you.
There's just no more information to share.
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MMASCC
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I have been experiencing a database error for 3 months now and while Jonathan has been trying to deal with this I dont have a reply from him since Feb 8th!!!!

For 3 months myself and a lot of users on my board will get a "Database Error" when accessing the forum and not be able to do anything else.....


Is there no fix in sight?

I dont know what else to do other than ask for help here or to start rebuilding my forum using a different provider.

Ticket ID: 5213446
Edited by MMASCC, Feb 27 2015, 04:49 PM.
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Jonathan
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I will continue to work on resolving your ticket, MMASCC.

In the meantime I will close this as I feel it's run its course. If you have any further feedback, please don't hesitate to open another topic.

If you are chasing a ticket you've already opened; please bump it. :)

Jonathan
Edited by Jonathan, Mar 2 2015, 11:14 AM.
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