Status updates on escalated tickets -- OVH, Hetzner

Not_OlesNot_Oles Hosting ProviderContent Writer
edited September 16 in General

I have been a customer of OVH for a long time. My experience is that everything I've used at OVH works great almost all the time. For routine issues, OVH support has been prompt and helpful toward me.

Once every few years, however, some issue comes up which needs to be escalated. During the escalation period I have not found a good way to receive status reports. The first tier support people seem not to know what's happening "upstairs," and they do not seem eager to ask for updated status information, even for issues which seem to be affecting many customers. Of course, there is http://travaux.ovh.net/ but travaux is terse and sometimes not updated as often as one might like.

Does anybody know a good way to get escalation status reports from OVH? I mean, even if they just said something like "We haven't got around to this yet." at least customers would know what was happening. The people at OVH work hard and do a great job! I think OVH would be even better with the addition of detailed escalation status reports.

Does anybody know how Hetzner handles status reports when tickets are escalated? Does Hetzner have a page like travaux? @Hetzner_OL What about other top providers?

Edit to add: @willie @Falzo

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Old guy! Happy customer of OVH. Tom, not Oles! :-)
Purveyor of fast-as-metal LXC VPSes

Comments

  • seriesnseriesn Hosting ProviderOG

    With Ovh, you call them. That’s the only way to get “fast and quality “ support.

    Thanked by (1)Not_Oles
  • Not_OlesNot_Oles Hosting ProviderContent Writer

    @seriesn said: only way

    Too bad I want bare metal. It's the only way for me. Otherwise I could just sign up with you. :heart:

    Maybe I will call OVH in the morning tomorrow if the problem isn't fixed by then.

    Old guy! Happy customer of OVH. Tom, not Oles! :-)
    Purveyor of fast-as-metal LXC VPSes

  • seriesnseriesn Hosting ProviderOG

    @Not_Oles said:

    @seriesn said: only way

    Too bad I want bare metal. It's the only way for me. Otherwise I could just sign up with you. :heart:

    One day my friend <3

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  • Hetzner_OLHetzner_OL Hosting ProviderOG

    @Not_Oles said: Does anybody know how Hetzner handles status reports when tickets are escalated? Does Hetzner have a page like travaux? @Hetzner_OL What about other top providers?

    We have a status page. https://www.hetzner-status.de/ This is also quite similar to OVH's "travaux". The customer does not see a status of the tickets/support requests themselves. I hope this answers your question.

    Thanked by (1)Not_Oles

    We're Katie and Helena and we'll do our best to answer questions you have about Hetzner Online. We and not our employer are responsible for any horrible puns and dated cultural references.

  • edited September 17

    @seriesn said: With Ovh, you call them.

    this. needed to do that only once in 15 years, if I remember correctly.

    @Not_Oles said: Does anybody know how Hetzner handles status reports when tickets are escalated?

    essentially as a customers it's not really a ticket, but mail conversation. works easy enough. I would call them though, if I ever think I would need to escalate ;-)

    PS: never needed to do that with hetzner anyway, used their support only for hardware addons and such stuff.

  • @seriesn said:

    @Not_Oles said:

    @seriesn said: only way

    Too bad I want bare metal. It's the only way for me. Otherwise I could just sign up with you. :heart:

    One day my friend <3

    This popped into my head lol

    Thanked by (1)Not_Oles
  • XsltelXsltel Hosting Provider

    btw calling OVH from Skype is free

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    Xsltel OU | A One-man show powered by 250 grams of brain
    Offering reliable hosting services, Server management since 2011 and free cPanel hosting since 2020

  • Not_OlesNot_Oles Hosting ProviderContent Writer
    edited September 18

    A couple more days, apparently no further update to the travaux entry at http://travaux.ovh.net/?do=details&id=46690&;

    I finally filed my own ticket:

    Subject: MX Plan - email not received
    Number: 8001355435
    Service: srvr.ovh
    Date opened: 18/09/2020 15:37
    Status: In progress
    Latest modification: 18/09/2020 15:37

    I have not yet called OVH on the phone.

    Just to be clear -- I have very good feelings about OVH. They are terrific! They are honest, hard working, polite, and very helpful.

    This particular issue is of special interest because there are no updates to the travaux page even though days are passing.

    I am not sure that what seems to be a sending issue with the srvr.ovh MTA is even related to the issue mentioned on the travaux page.

    So, for me, this thread is much, much more about "Updates are good" than "a possible problem at OVH."

    Old guy! Happy customer of OVH. Tom, not Oles! :-)
    Purveyor of fast-as-metal LXC VPSes

  • Not_OlesNot_Oles Hosting ProviderContent Writer

    The best example I know of great updating during a moment of huge trouble is the wonderful, heroic updates given by GitLab during their January 31, 2017 database outage. In case anybody is interested, I put some links below. Gitlab put up a Google Document which listed hourly or more updates. These updates not only tell what was happening but also report even the initials (and at one point, the full name of at least one) of the engineers who were working on the problem. Gitlab seemed completely transparent: the engineer who deleted the production database said who he was and how it had happened. In my book, that guy became a hero forever! I read the great news that the guy concerned was given a raise right after the incident. Last but not least, Gitlab apparently even was live streaming their attempt to repair the outage, though I personally haven't seen any of that stream.

    The listing of people's names became a bit controversial. See the Hacker News discussion at the link below. Gitlab later backed off from names and used employee numbers.

    Maybe live streaming is too much to expect? Maybe mentioning people by name is too much to expect? Maybe hourly reports are too much to expect?

    Maybe daily updates are not too much to expect? :) For ongoing problems affecting multiple users. . . .

    Maybe some update once in awhile might be nice? :)

    Instead of just complaining, I wanted to share an inspiring example of how an internet hero posts updates. Thanks everyone!

    Links:

    Google search: Gitlab database outage
    Gitlab Postmortem of database outage of January 31 (Feb 10, 2017)
    Gitlab Blog post the day after it happened -- GitLab.com database incident (Feb 1, 2017)
    Hacker News Discussion of Live Report GitLab Database Incident – Live Report
    Google Docs page pointed to by HN page (now deleted)
    Archive.org 318 saves of the now deleted Google Docs page
    Archive.org earliest of the 318 saves -- February 2, 2017

    Old guy! Happy customer of OVH. Tom, not Oles! :-)
    Purveyor of fast-as-metal LXC VPSes

  • Not_OlesNot_Oles Hosting ProviderContent Writer

    @Hetzner_OL said:

    @Not_Oles said: Does anybody know how Hetzner handles status reports when tickets are escalated? Does Hetzner have a page like travaux? @Hetzner_OL What about other top providers?

    We have a status page. https://www.hetzner-status.de/ This is also quite similar to OVH's "travaux". The customer does not see a status of the tickets/support requests themselves. I hope this answers your question.

    Hi @Hetzner_OL! Thanks for the answer to my question! I looked at the Status page. I'm so glad it's there! :)

    Old guy! Happy customer of OVH. Tom, not Oles! :-)
    Purveyor of fast-as-metal LXC VPSes

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