What is an average hold time during your hours of operation?
A. The average would be less than 5 minutes.

how often is the call queue longer than normal?
A. This really varies. We tend to be busier in the early morning (before 10 AM PST) hours so hold times are longer then. But it truly does vary from day to day so it's hard to give an average.

With only 3 options given as time periods, I chose the 1st option.

In reality, though, whereas lunarpages can theoretically provide hosting to
persons who may be located anywhere (and where the packages, the features
of same, and pricing are the best anywhere) I would presume there are
international customers as well as north american (east to west coast), I would
have to say there should be 24/7 support, at least in the following configuration:

4 AM (PST) to 8 PM (PST) would give good "early morning" support for  east coast
and should normally be sufficient for west coast evening....

BUT....

there should at least be one Very Experienced person on during the night time
of 8 PM (PST) to 4 AM (PST).... such night person  "should" be located in the
actual data center or be able to handle "any" server issue or problem.

Note that I have a trouble ticket "active" about  a SERVER problem that  negatively
affects Two Separate Accounts (my own  and  an account that is owned by a
friend.... although I "manage" the site and  all aspects for him). That server
problem was discovered on Mar 29th,  the  "start date" of the problem  was
apparently Mar 21st, and now it is April 7th and although a minor fix was done
on Mar 29th  and  then on April 4th,  the problem still exists. IT IS A SERVER
PROBLEM and not a problem either individual account and I would  guess that
a person turned off a server setting (function) and to date it has not yet been
turned back on. I have been a  customer of Lunarpages since there were just a
few servers.... customer service and expertise was much  better in the beginning
days. I'd like to see "better support hours" and that  the support become better
overall.

Thanks for listening.

(PS -- I am not available this weekend so I hope that if  my updated trouble
ticket is looked at over this weekend that no one will mess with either account
but instead will refer my ticket to someone actually in the data center who
can fix the  SERVER problem.)

 
How do you figure out your averages? I've never had a hold time less than 20min.  When I finally do get in touch with someone they generally don't help.  you're tech support is pretty much nonexistant.  The longer you pretend there isn't a problem the more people will go elsewhere.  I've been hosting with you for 2 months and still haven't been able to get some basic sites working properly and I've been a developer for 12 yrs - it's not me, it's the fact that you can't figure out how to fix basic problems such as permissions and that you say something's fixed when it's not. 

Give me a break and just get your * together.

* Edited by Mitch

Thank you for your response but that hasn't been the best experience either.  With 24hr average time to solution and in at least one case 48hrs before my first response through the helpdesk system I don't consider that prompt (feel free to review my ticket history, i'm not making this up or exaggerating).  Moreover, if I happen to mention 2 different (but related) issues in the same ticket only one gets responded to.  I'm trying to get used to breaking it up into tiny bite sized tickets but I don't think I should have to.   

I'm about as close to asking for a refund and moving on as the distance between the following two pipes: ||.  I really don't want to as it is hard enough to find hosts that support jsp leave alone a decent and affordable one, but you guys are really giving me the push.

I'm beginning to wonder if you guys spend more time on these forums than working on our issues.

i really do hope this changes.

These guys are on the ball! I got tremendous spot-on help the first week through the online e-ticket service. Got all files in place and my site uploaded.

I prefer to keep it in writing and not on phone. It's harder to be guided technically with all dots and commas verbally. If you have it in writing you can refer back to it and follow the instructions. And of course just cut & paste the links and the file names per the instructions. Faster and easier.

However - if I had an emergency and I just had to get instant help and couldn't wait a couple of hours I would prefer that the phone support is as late as possible - becuase I'm a night owl and always doing my computer stuff late! Who is up at 4 am messing around with web pages???

If I had a preference I would like the turnaround time even faster via the e-ticket support. Now it's about 6-8 hours which is fabulous, but I think the IT support should be beefed up on this line rather than on phone.

A great team! Makes you want to be part of it!

Being in the UK I suppose it would have to be option one foe me, hard enough getting my head round the different times as it is ha ha!

If the phone support is anything like as good as the e-mail support, pretty impressive at less than 5 minuets for a reply (not the auto one) I guess no one can really complain.

I don't know if this is relevant but when an agent of LP called me to verify my transaction to them, I barely hear him on the phone. I was in the point of shouting out to just hear what he is saying.

btw, I live in the Philippines, I dunno if you have problems with our communication companies here.

..And I agree with fe3o2y, 24/7 would be like perfect.

What about shortening hold times? Many would agree that quite often it is a minimum of 15 minutes... I like the other post's idea of having a message stating your estimated wait time. Also, if the email support provided faster service, it would cut down the number of phone support inquiries. Many would agree that email support often takes several hours, especially if you have serveral replies back and forth. Just a suggestion.