Support Desk Is Down!!

auctioninc · **Support Desk Is Down!! -** 15-04-2007, 03:51 PM

My hosted support auctioninc.helpserve.com is DOWN. Cant get more critical than that. Could someone HELP??

**Jamie Edwards** · 04:12 PM

Hi Auctioninc,

You are right - it is inaccessible, but that is strange as the helpserve.com server seems to be fully operational and reachable (including other people's hosted desk).

EDIT: Sorry, it seems to be more than yours.

Please submit a support ticket about this, it will be resolved as soon as possible (the office opens in ~ 12 hours).

auctioninc · **not just mine? -** 15-04-2007, 04:30 PM

sorry, are you saying its a general problem? Thats what it sounds like. Obviously this requires quicker action than 12+ hours. Dont you have any process in place to provide emergency support?

On another note, I am completely flummexed on how to submit a support ticket. How ironic, no? Do I do so from logging into https://members.kayako.net? I assume so, and I tried this..but I got no email confirmation, see no way to view submitted tickets from inside members.kahyako.net. My username/pass that logs me into members does not log me into support.kayako.net. I have another one for that login, but my ticket is not there. Why is this so difficult?

**Digital Mayhem** · 15-04-2007, 04:33 PM

auctioninc,

members.kayako.net and support.kayako.net do not share the same login information so first you will need to go too support.kayako.net and register a support account then go to members.kayako.net and click on the suppor tab and open ticket. make sure to use same email as you registered with... But I'm pretty sure that if you dont have a support account and you opened a ticket via members.kayako.net it automaticly created one for you so just go too support.kayako.net and click on the Lost Password link and request your support desk password..

**Jamie Edwards** · 15-04-2007, 04:38 PM

Hi auctioninc,

I am not saying this is not an urgent issue but the offices are closed during the weekends, and no there is no emergency method of support for situations like these.

auctioninc · 15-04-2007, 04:42 PM

you might want to consider getting one in place. This from someone is is being forced to work on sunday morning because of this issue.

auctioninc · 15-04-2007, 04:48 PM

steve,

If I log into support.kayako.net with my existing login for support and attempt to submit a ticket, the message is"Please click on the Get Support tab in Members Area to contact the Support Team." Fair enough- I can understand how it make s sense for existing users to submit from inside members. But, in so doing:
1) I receive no email confirmation;
2) The same login in for members indeed wont log me into support;
3) My existing login for support- which shares the same email as members- does not show my ticket.

**Digital Mayhem** · 15-04-2007, 05:52 PM

Thats strange when I submit a ticket I get a email confirmation it takes a while but about 5-10 hours later I finally receive it and I can see tickets in the support desk just fine on the web... I would suggest first thing in the morning talk to them via the Live Chat.

auctioninc · 16-04-2007, 06:22 AM

Like a lot of us here, Ive done my share of complainng, so I must also give due when deserved...my desk was fixed within an hour or so of the office opening tonight. There still should be procedures in place to deal with critical issues such as multiple hosted sites going down during off-hours, but, excepting that big proviso, Good Job Kayako!

supportskins · 16-04-2007, 07:40 AM

The domain helpserve.com is used for all hosted account which is spread over 6-7 servers (minimum) due to which you might want helpserve.com is yet running while your support desk may be down. Glad to know your issue has been fixed.

Mohit Sharma · 16-04-2007, 07:58 AM

Hi,

There was a email loop on the server due to which whole system got down. And due to weekend this issue could not be noticed. We are trying to come up with some measures to avoid these kind of down times.

Regards,

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auctioninc Offline New Member Posts: 22 Join Date: Jul 2006	Support Desk Is Down!! - 15-04-2007, 03:51 PM My hosted support auctioninc.helpserve.com is DOWN. Cant get more critical than that. Could someone HELP??

auctioninc Offline New Member Posts: 22 Join Date: Jul 2006	15-04-2007, 04:42 PM you might want to consider getting one in place. This from someone is is being forced to work on sunday morning because of this issue.

auctioninc Offline New Member Posts: 22 Join Date: Jul 2006	16-04-2007, 06:22 AM Like a lot of us here, Ive done my share of complainng, so I must also give due when deserved...my desk was fixed within an hour or so of the office opening tonight. There still should be procedures in place to deal with critical issues such as multiple hosted sites going down during off-hours, but, excepting that big proviso, Good Job Kayako!

Mohit Sharma Offline Member Posts: 39 Join Date: Aug 2006	16-04-2007, 07:58 AM Hi, There was a email loop on the server due to which whole system got down. And due to weekend this issue could not be noticed. We are trying to come up with some measures to avoid these kind of down times. Regards, Mohit used to be a Kayako staff member.