Support response time for Business

Hello,

We have a business subscription, we opened a ticket 5 hours ago and still no reply :pensive:

we have all DNS resolution that returns REFUSED

nslookup www.xxx.co.za aron.ns.cloudflare.com
Server:		aron.ns.cloudflare.com
Address:	173.245.58.69#53

** server can't find www.xxx.co.za: REFUSED

nslookup xxx.co.za aron.ns.cloudflare.com    
Server:		aron.ns.cloudflare.com
Address:	173.245.58.69#53

** server can't find xxx.co.za: REFUSED

xxx is not the real domain :relaxed:

Regards,

If you’re on a Business Plan, you can Live Chat from the dashboard. Lower right corner is a Help bubble/button. Type in something like “DNS Refused” and then you can go into Live Chat.

Response time should be much faster than 5 hours…you should have gotten some sort of automated reply and a Ticket Number (post it if you got one). Replying to a robot will usually get you a human response to follow up.

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Thank you very much for your answer @sdayman :pray:

I have no Live chat…

the subscription business for the domain is correct.

Capture%20du%202019-11-26%2000-15-44

I opened two support tickets, 1793445 and 1793246

thanks a lot.

Regards

No Live Chat? Weird. What’s down in that corner? Maybe @cloonan can figure it out.

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Opening two is actually worse than just one, but I get where you are coming from… Strange that you don’t seem to have live chat.

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No Live Chat on my page, it’s really strange.

Test also with google chrome and firefox.

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Hi @cedric.mercier, it appears a site was added as a free site under an account, then as a business under a different account, and a ticket or two opened under your account. I guess I understand the confusion, in any event, the site is pending nameserver update to:

aron.ns.cloudflare.com
terry.ns.cloudflare.com

What the server cannot find in the images above, is your site xxx.co.za, not the assigned nameservers, aron & terry are ready for business.

I’ve merged the two tickets into 1793445 and tagged in the business queue, will keep an eye on it.

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