Support Response Times Decrease
Posted (May 3rd, 2007 at 1:55 pm PST) by michaelThe average support message response time has improved significantly for 2007 at DreamHost. Today has been especially good with almost immediate responses to all incoming messages. By continuing to grow the team at a very fast pace, while providing better and better tools to the support technicians, we have been able to continue to improve our team. We’d like to thank everyone for all the supportive and thankful messages we have been getting via the support system.
50 Responses to “Support Response Times Decrease”
Yes, thank you for the quick responses lately, it has been awesome.
I actually just sent two messages, for two different questions, to support. They were answered in well under ten minutes!
Same here, I sent a support query and received a response within 5-10 minutes that was detailed and answered the question. I sent the same question to another host I use for another site and got a response 4 hrs later that went on about backing up my site and reuploading it (which had nothing to do with the query!).
Good for you for making the change and and thank you for noting it here. Most people who visit this forum are doing so because they have a problem and are looking for a way to vent frustration while the vast majority of us who have nothing wrong either don’t visit or refrain from commenting and ignore the useless (and misplaced) bluster.
I have always applauded your openness, but was beginning to think that all the negativity here would disproportionately skew your public image. Keep up the good work and thanks for being one of the most transparent and honest businesses I have ever had the pleasure to deal with.
True, had an error on the apache config and php tmp directory the other day with a new domain.
My query was answered and fixed within two minutes!
(I’ve seen host that take a day and then come up with stupid non related answers)
keep it up guys!
Yes, I received a very prompt resolution to an outage with my website. It is much appreciated.
I hadn’t noticed… only because i haven’t put in a support request since Oct 9th, 2006… 
I don’t believe I’ve put in a support request since I originally signed-up. Nice job. Thank you,
That would explain why I was able to play e-mail tag throughout the weekend while going through a tedious domain name transfer. I wasn’t expecting such a high level of support for a somewhat non-technical issue during weekend evening hours. Cool!
You deserve it!
I put in support requests occasionally, and it’s nice to see the load at 25-50 rather than 200 to 400.
Peace,
Gene
I don’t put in support requests but whenever I accidentally do something bad and DreamHost blocks it off, I always find their messages very helpful and understanding.
Awesome! This is one of the few things I was wanting to see happenin! Great work DH!
#1855432 AGAIN 14 hours 49 mins
Message from you (May 3rd, 2007 - 04:17:53 / #1855432)
Subject: AGAIN
all my sites are down again!
LOL, looks fast to me too!
I’ve noticed a decrease in response time. I’ve contacted support every other day for the past 12 days letting them know all of my sites were down again, and again, and again. They have been very quick to respond and I never got the same excuse twice. They are doing a great job. Thanks support!
Good support response time is great, more fast and stable servers that relies less on support either.
Yeah!
My last support ticket was answered within 5 minutes, a positive surprise 
That’s a good news for all of us
Well now im sure that i have chosen the correct host. Thanks DH. recently i had a DNS problem and DH corrected it from the bottom UP, It was a rough task as my developers told me, But somehow DH got it right finally in 2 days, which is very fast regarding the severity of the matter
Sweet!!
I must agree with the poster of this blog, the response times are very good!
Keep up the good work DH!
Thank you. you saved my life
Having trouble here. Need to vent. Using DH for about 3 months now. My web site has been moved to 3 different servers with a “beverage” name over the past 3 months. Each move was required due to the repeated server outages that I experienced. I am now on Tropicana and have now been down for over 12 hours.
Each time the server/site is restored, my site still will not work until I make follow up support requests. I get a response that my site is up, but I still need to follow up on my add ons like joom, Active Collab because they don’t typically get restored at the same time.
What I can’t understand is why my second site which is on a different server is not experiencing the same problems as the one on the “beverage” servers (tropicana).
I am pleased to read the announcement that response times to problems is reduced but very concerned with the repeated outages.
I like what DH is attempting to offer its clients, but their product offering is only good if it works.
Looking for reassurance or suggestions on what I can do to help stabalize my site so I don’t have to move to another provider
I can say yes the support is super fast and that they also helped me with some htacess issues
I haven’t needed it, but good to see improvement.
Julian
I’ve learned not to ask dreamhost for support and to try to figure out the bugs in their stupid webpanel.
I wonder how slow support was before? I was ignored for for over 48 hrs while my website was down. No questions no nothing. Even worse there was no way to monitor a ticket to see if anything had been done.
Thanks dreamhost.
Ditto, good work.
I don’t think I can say I’ve ever noticed any major delays in the responses I’ve received from support.
I typically file my tickets under medium/low-severity, as I only run a small, private forums for some friends and myself.
The longest I believe I’ve gone with a ticket in the que, is 36 hours, and that was during some other major hiccups so it’s quite understandable.
Support has always been extremely helpful and nice too.
So keep up the great job guys, and thanks again!
Terrible response times! Two weeks ago email was down for 5 days. It took DH 6 days to even call me back. I sent 20-30 messages to support, nothing was ever done. I switched hosts and am now cancelling my account. Good luck geting help when you really need it. Thanks for all the headaches DH, you really know how to shaft your customers…..
Completely off topic but I have some suggestions for the status blog
I Noticed that there is a working clock on the status blog, I was thinking it would be nice if it said server time, or current server time as well as had the date. Not that I care since I’m in the US central, but I think it would help those in other countries and where they are already past midnight in their respective timezones.
My Second suggestion is to have any unresolved issues sticky at the top of the blog so that they always are right there and we won’t have to go searching lower down when it affects us readers. Like the looney server move.
Peace,
Granville
I must be asking questions which are too difficult for them, because I have routinely waited DAYS for a response, sometimes as much as a week.
The initial response might come quickly, but if they can’t solve it immediately, expect a long wait.
And they still can’t get their mail servers with junk filter to NOT drop the DB connection routinely enough that I had to move my mailing lists to GMail rather than use their servers.
Having been with Dreamhost since 2004, the last year has been the worst in terms of reliability and support.
I must be asking questions which are too difficult for them, because I have routinely waited DAYS for a response, sometimes as much as a week.
The initial response might come quickly, but if they can’t solve it immediately, expect a long wait.
And they still can’t get their mail servers with junk filter to NOT drop the DB connection routinely enough that I had to move my mailing lists to GMail rather than use their servers.
Having been with Dreamhost since 2004, the last year has been the worst in terms of reliability and support.
Curious, because I have asked follow-up questions to support requests and NEVER waited more than the usual time for a response. So what you are saying just doesn’t resemble my experience in any way.
Peace,
Gene
I have been happy with Dreamhost response. I also respect the option where I can say how urgent it is. I’m sure not abusing this helps prioritise messages and make it quicker.
dreamhost 4eva
I must admit that the response times have been great for me since I signed up. Sales answered within 2 minutes one night and I felt as though I was getting a dedicated, helping-no-one-else person telling me about the features. After I signed up, support time ranged from 10 minutes to 12 hours. Now it’s been a steady 10-25minutes. Great job.
freakin whiners 
Yeah I have noticed an increase in response times, well done guys. This host is the best by far!
DH seems to be back on its feet again, slightly no downtime but now (well just for mysql portions of my site which is all).
I just mailed Dh for huge downtimes of my sites on smoothie server! Let me check when the reply comes.
I’ve been waiting 8 hours so far.
indeed, a real great response time. I am well satisfied!!
Jez. Your site is down as of the time of this post.
I’m up to 15 hours now.
Been with DH for 7 months or so now and I have had nothing less than an excellent experience. The support is 10x better than any other hosting company I have dealt with. Their people are down to earth and provide true responses. Not the usual canned support. With response times better, just makes it an even better reason to move to DH.
Keep up the great work!
WikiIndex.org and all the other websites that I have on DreamHost have been down for 20+ hours now. I have opened up 3 tickets and have yet to receive a single response. My sites have been up and down like a yo-yo ever since I moved to Dreamhost. Don’t come here!
WikiIndex.org and all the other websites that I have on DreamHost have been down for 20+ hours now. I have opened up 3 tickets and have yet to receive a single response. My sites have been up and down like a yo-yo ever since I moved to Dreamhost. Don’t come here!
Wikiindex.org only shows a directory with no index page. I can’t see where that’s DreamHost’s fault. What are the other sites you have here?
Peace,
Gene
I just sent an issue to support that was so minor (literally, just repairing the customize webmail login screen that wasn’t working because I’d previously entered a broken HTML tag) I’d been holding off on because it seemed too small to mention… then I saw this post, submitted it, and it was solved within the hour.
Thanks, DreamHost.
Just sent a couple of questions and wow…got a response within 5 minutes.
Been with Dreamhost forever and always got a fast response but nothing like this.
Great job DH
I send two messages and no response in almost three hours. 
Two of mi sites are down right now.
Good job, now work on my uptime.
I’ve noticed that the response time has improved by a lot in recent times. Sometimes I get a response in as little as 10 minutes, which is extremely fast in my opinion.
Nice work DH!