Status updates on escalated tickets -- OVH, Hetzner
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?
Old guy! Happy customer of OVH. Tom, not Oles! :-)
Purveyor of fast-as-metal LXC VPSes