How long does it take to get any response from the Support?

Domains and Hosting
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1

Hi!

I asked Support a question related to my invoice and taxes. 3 days passed, no response. Is it something usual here, is there any way to escalate?
At this point I am convinced that OVH is not realiable enough to continue this journey...

2

Everything will depend on the question, actually.
But it can be quite long, that's true; they're restructuring support to improve that right now.

3

Hello @mgaw

Call OVH support at 09 72 10 07

4

Hello @mgaw

Technically, for the Standard support that comes included by default with all services, the target first‑response time for this type of administrative or billing inquiry can be up to 8 business hours. However, as you have seen, in practice these deadlines are sometimes not met.

I recommend you use the alternative channels I mentioned to push your ticket, as @Gaston told you, or even https://x.com/ovh_support_fr

I know this may make you doubt OVH’s reliability. However, in my personal experience and as a community user, I have seen that this situation is more common with Standard support and for non‑technical issues. If your activity depends on quick responses, it might be worth evaluating a higher‑tier support plan to avoid future setbacks.

Best regards,
Sergio TurpĂ­n

5

I can't believe that you guys try to explain them. This is paid service, and even simple answer like "we do not know the answer yet, please wait for a couple of days" would be something. And since I asked a question about invoices, they should act with priority. If I need to escalate to external services to make them look bad, then something is terribly wrong.
Apparently, paying customer is not something worth caring for. Apparently everything I heard about OVH is true. Shame on me, but at least I know what to do.

6

Did you call OVH support at 09 72 10 10 07?

7

I understand your anger and you're absolutely right.

As I mentioned, the default Standard support level does not have priority for administrative matters. Technical tickets or those from customers with higher plans (Business, Enterprise) receive preference, and unfortunately yours may fall behind in the queue.

I would recommend that, first, you reply to the same ticket you already have open; this revives the thread and puts it back in the agent’s inbox. You can also use live chat or, as @Gaston points out, call support directly.

Don’t despair, this can happen with any provider. Also note that response times are indicative; keep in mind that many people are on vacation right now and, faced with a surge of incidents, the provider may take longer to offer a solution :folded_hands: It also happens that a solution depends on other departments, which may themselves be overwhelmed... Rest assured they will provide a solution because OVH is a reputable company, but we have to understand that sometimes, in companies of this scale, complex and hard‑to‑digest moments occur.

I hope they resolve it quickly.
Sergio TurpĂ­n

8

I have a ticket open since July 7 that’s waiting for its first response.

My record is 49 days......... yes, yes… 49 days....

9

Did you call support???

Call OVH customer service at +33 9 72 10 10 07.
Preferably between 8 a.m. and 9 a.m. in the morning, or around 3 p.m. there is less waiting.

Or on Twitter @ovh_support_fr or #OVHcloudsupport

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10

Twitter? Seriously, this is support for a paid service?

Anyway, I'm done with OVH. I asked a question about taxes and getting no answer put me into bad position with my Tax Office (or however this is called in your country). This is no-go, and I think you all agree, that taxes is not something anyone of us want to mess up.