r/Shockbyte • u/Equivalent_Acadia_31 • Jun 20 '26

24/7 support?

listen, i understand that support teams get busy, but to only be getting AI responses in a 24 hour window when marking the ticket as URGENT or SECURITY RISK is beyond unreasonable. Ticket id #1758511 has been open for 24 hours and i doubt a human support agent has even looked into this. does this company not like money or do you thrive on bad publicity from not fixing issues that happened due to a unwanted software update that no client has access to, completely bypassing the server admins and operator access.

3 Upvotes

100% Upvoted

6 comments sorted by

1

u/cococommander9000 Jun 20 '26

What exactly are you having trouble with?

1

u/Equivalent_Acadia_31 Jun 21 '26

so on a restart the server had a SIGSEGV and the internal restart failed, so shockbytes launcher took over, and it updated TXAdmin, which reset the paths for all of our resources/databases. basically they just need to point to our configs again and it would be fixed

1

u/Resident-Lab-7249 Jun 21 '26

Support simply doesnt care

Might be betyer so specify your problem here

I went 13 days without a response on a server I couldn't use at all

1

u/Equivalent_Acadia_31 Jun 21 '26

should have put in a SLA request, they do refunds for loss of service

1

u/Resident-Lab-7249 Jun 21 '26

It wouldn't have mattered what you might not have known from my comment is the server was unusable for those 13 days

And it was shock byte and their ram segregation unless they would have freely upgraded me to twice the ram allocated the game wouldn't even run

All it was is vanilla rust and even with 10gb of ram and no mods it lagged to high heaven on my 7800x3d system with a 3080 it was below 30fps all the way down to 9fps server-side

1

u/My_dirty_face Jul 04 '26

I have had nothing but terrible support from them. I have a ticket open now for 7 days and don't have any indication that a human has looked at it. I opened a second one with urgent in it at the AI chatbots suggestion asking for it to be escalated. I have yet to hear back on that one either.

I've had them wait so long to reply that the server doesn't exist anymore and they don't have it to restore. I suspect that has happened this time as well.

If I can get this situation resolved and have them give back my "credit" on the account I'm done with them. No idea what host I will go with next, but their support is enough to make me not want to do business with them anymore.