SvenLeegstra

First of all i need to say, that the staff from usermanaged.nl always replay to tickets within 2hrs during business hours in The Netherlands.
Outside business hours it can take a little longer but no more the 6 hours.

Our average reply time is about 30 minutes though (but we can't guarantee that)

Having said that, there are few things i need to say having read a lot of complaints from customers using fellow seedbox providers. (no complaints about us yet)

A lot of people here think that it is a problem when staff reply to tickets or emails after 6 hours.

Well i disagree....
The people working at a seedbox company, usually are extremely busy setting up stuff, managing finances or doing something really important.
I admit that service and helpdesk must be a priority, but in most cases the assigned staff member is allready working on another helpdesk issue like solving problems or installing stuff.

People always want cheaper stuff, but don't realize that servers and bandwidth are extremely expensive, and so is staff.
So in order to keep things affordable you either ask high prices, or save money on staff.

Most businesses (like ourselves) choose to make a combination between the two.
Little more expensive on some products compaired to the competition, but that makes it possible to add one more staffmember to the team.

Other companies just can't afford that.
They want to grow and so keep the staff in small numbers and thus lowering prices and even loose money on servers or bandwidth.

Customers should not think it is a right to get cheap services and perfect support.
If you get a more expensive package, you get better service, it is as simple as that.
The priority lies at the better customer who pays more.

Is that fair? yes it is....
companies are not doing this to spend money but to make money. (actually this does not apply to us, we are officially a non commercial business)

People are impatient most of the time.
However, i do know there are companies that just simply ignore you and that is so wrong.
But people really need to know that running a business is not that easy and really expensive.

My advise is, if you get a cheap seedbox or server, either have some patience, or upgrade to a more expensive service.

Now please understand that i reconize complaints that people have when support just will not send you a reply or fix your problem.
This is unheard of, a business runs on customer support and good services.
So if you have had any problems like this, please dont get me wrong, i am trying to let you have a look through our eyes.

Also please stop ordering packages for 3 months or longer if you have no experience with a provider.
Use their services for a month or 2 and then decide if you want a quarterly subscription or longer.
There are providers that just take the money and leave you be.
But most providers are good providers that work hard to get you the best service possible even if it takes a little longer then you had hoped for....

What are normal waiting times for a support reply?

Priority:

- Low: 1 or 2 business days
- Medium: 12hrs
- Critical: 6hrs max but preffered within 3hrs

These are normal standards for any provider. (although they claim instant support at times)

Don't forget that there are seedbox providers with more then 200 clients and 100 servers.
having maybe 5% needing support on daily basis, that is at least 10 clients a day.
That is not counting new order processing, billing, ordering from datacenter/supplier and other stuff.

Reason for me posting this stuff

To let people know what it takes to run a business like ours.
I feel a lot of people are complaining about bad service, much to fast. (not everyone)
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I hope that people don't take this as an attack on complaints, it was meant only for information.

Yes we need to understand how you feel after you pay for something that doesnt work.
But please, you also need to understand that most providers do their best to help you.

If you do have a complaint about something, then please stop the yelling and swearing and calling our moms all kinds of things.
If you keep your cool, most likely a good support staff will treat you as such.
If you open a ticket shouting, WTF what happened i want my money back, most likely you will be ignored by some.

Thank you for reading this post.....

I must express that our team has never had a complaint of any importance (150+ clients a month)
I hope it will never happen either, but i know that there is always someone that has a problem with something.

Resepect eachother, and if you don't agree with something, please feel free to reply and explain where i was wrong in your opinion.

Regards

Sven