In message <[EMAIL PROTECTED]> Phillip Beazley <[EMAIL PROTECTED]> wrote:
>Howdy folks. > >Just wondering what other resellers' typical response time from >Tucows regarding issues are. Right away? 24 hours? > >(Also, perhaps a very general idea of how big you are would be >helpful. We're probably mediumish, but that's a wild guess.) > >I don't have questions often that require Tucows, but when I do it >always seem to take way longer than I'd reasonably expect, which >could very well be unreasonable, hence the question. However, if I'm >calling or emailing Tucows, there's a damn good chance it's >relatively urgent and a client is waiting. It always seems to be >somthing I should be able to find out via the RWI, too, which is that >much more frustrating. > >Anyway, just curious. TIA. I've only contacted Tucows support on two occasions within recent memory (years, actually). The response time on a DNS issue was, in short, unacceptable. It took several days, and I eventually discovered and resolved the problem myself. Fair enough, it was a combination of the customer's fault, and the fact that the zone validation script had been fixed between the time the user entered the data and when we noticed problems, but had there been a useful error message, or had support been able to point out the problem it would have been fixed in minutes rather then days. (It was a MX and CNAME record for the same host. Bad mojo, not RFC compliant, but since the hostname was only used for mail it was working. This should not have prevented me from changing the IP on an unrelated A-record in the same zone) The other was regarding a CIRA issue, and Tucows was extremely patient with me and my customer (who didn't seem capable of confirming CIRA's email in under two weeks, but then would request we try again) -- I eventually got the customer to forward their mailbox to me so I could do it -- Tucows was extremely responsive, patient, and even sent me some hard rubber(?) cows that I could throw at the customer (VERY effective, by the way -- Nailed the back of his head) So I'm not really sure, all in all the DNS issue left a bad taste in my mouth. _______________________________________________ domains-gen mailing list [email protected] http://discuss.tucows.com/mailman/listinfo/domains-gen
