Let's see, I purchased an SSL certificate from NameCheap (http://namecheap.com) and when I tried to set it up, I got this lovely little error: {500}Error occurred in certificate completionSL-FP-A01:Error From SSL Service Provider;An error occurred in communicating with the GeoTrust API: [CODE: -2034] [MESSAGE: Error in Processing order with current selections Valid contract not found]. So what do I do? File a support ticket of course! So I filed the support ticket. And its been 6-7 hrs and guess what, STILL NO REPLY... 6-7 hrs and still no reply to a **** support ticket marked Critical..

Depending on their support system the ticket might be lost. I would recommend you send another one for sure. Perhaps that was lost

I finally got a reply

you should contact webhost provider,i think they will tell what happened ,god bless you ,everything is all right..

Originally Posted by cindyfowler

you should contact webhost provider,i think they will tell what happened ,god bless you ,everything is all right..

He had done. But he had been waiting a lot of time till the moment when his ticket was answered

That's not a good sign when a company makes their clients wait for so long time.

I agree with you. Support system should be effective & prompt. Normally ticket should be replied within 2 hours. If issue is in pipeline or need more time for investigation atleast acknowledgment is necessary.

Agreed. We make it a point to respond quickly. If we have to investigate, we give the user notice. That is unacceptable.

Originally Posted by thewebhostingdi

I agree with you. Support system should be effective & prompt. Normally ticket should be replied within 2 hours. If issue is in pipeline or need more time for investigation atleast acknowledgment is necessary.

At least that should be notification from the human being like that: yes we got your ticket and woprking on it (but not automated )

ya correct but namecheap have good communitation with the clients

As per my experience, if any company delay in support, that company do not have enough technical persons which is not good

Originally Posted by seoconsult

As per my experience, if any company delay in support, that company do not have enough technical persons which is not good

Yes. But what if the ticket was lost. One ticket lost doesn't mean that there are not enough tech guys within the company but at the same time that is not good for the end user. I suppose that's why web hosts must have alternative contact

As per my experience, if any company delay in support, that company do not have enough technical persons which is not good

While I'm pretty sure that's usually the case, as customers, we rarely have the means to verify that statement. Few hosts publish the number of customers they have, the number of tickets they receive, or the number of employees. Hence, we can only support that they're not manned properly, but the case of slowness may very well be poorly trained or inefficient staff.

Sometimes slowness is just a result of a special situation: small company has 2 employees that suddenly fell ill, the one person who deals with certain kind of issues is busy handling a very complicated other problem affecting 1000 customers, which will obviously be given priority.