Customer Support


#1

It would be nice if Customer Support would send some type of acknowledgement when a ticket is submitted, especially when a site down. The old support system let you provide options like “Site Down” and such so it could prioritized. Now it looks like everything just goes into some big bucket and response will be the luck of the draw.

As I have been getting zero response from DreamHost, I did more investigation and the only way to get this to “Support” is by opening more tickets.

DreamHost used to have such great customer service - what happened?


#2

Hi FKilby,

Thank for you the feedback, it is appreciated!

We strive to answer all tickets within our 24 hour guarantee, most much sooner than that. Our Live Chat support team is also there to help from 5am til 10pm PDT daily via the panel and we also offer callbacks as part of our premium support service.

If you still need help please supply us with a support ticket# or domain name on the account and we can look into the status,

Thanks!
Matt C


#3

Hi Matt,

The domain is sagala.org
Ticket #145500782

Looks like we still have a problem. It is back. This time something called tmvar.zip has been dropped at the site level directory.

And then in /cache are the culprit files again.

There is JSON file that keeps coming back and it has the URL for DreamHost in it. Here is the content:
{
“background”: true,
“max-cpu-usage”: 75,
“pools”: [
{
“url”: “69.163.162.4:37509”,
“user”: “0b88a6485add1a7eae132b3d4bac935e”,
“keepalive”: true
}
]
}


#4

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