Is support via email available?


guido49
Asked:
2013-05-10 8:42 am EST

Hits: 1,296
I've had a support request (trying to get a SSL cert set up) open since the beginning of this week. For a while I was getting timely responses, but as of right now, I've had no responses since 3 days ago. I find that kind of strange.
What is up?

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I might add that I do get the automated response 'Thank you, etc.', but that's all.
guido49
21 Points
2013-05-10 09:54 am EST

OTHER ANSWERS

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johnpaulb-imhs1
Staff
9,684 Points
2013-05-10 10:02 am EST
Hello guido49,

Thank you for your question. Yes, email support answers questions in the order received. This means each time you reply to the ticket, it goes to the back of the queue.

SSL installation times can vary depending on your whois, and whether you have domain privacy or not.

I recommend contacting support via chat(there is a link on top) or phone(888.321.HOST(4678)x2) for live updates on your ticket.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul

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Thanks for your reply, but that really doesn't answer my question.
The ticket has been open since Monday...I suddenly stopped receiving responses for no apparent reason. I had replied to a message received from IMH and am still waiting for an answer 2 days later...?
I purchased the cert from a 3rd party vendor, had domain privacy removed, and am ready to activate the cert and then have IMH install it.
I cannot believe it takes this long to accomplish this task as I worked as 3rd level IT support for 14 years.
guido49
21 Points
2013-05-10 10:19 am EST
Hello guido49,

I understand your frustration. It looks like your replies the last couple of days put your ticket at the end of the queue, which further extended the response time. This is standard for most ticketing systems, as it stops someone who was assisted in the past from reply to an old ticket in order to be put on the top of the queue.

I have notified Tech Support of the urgency of this ticket, and you will receive an email upon resolution.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
johnpaulb-imhs1
9,684 Points
Staff
2013-05-10 11:15 am EST
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