My question: This is the second ticket we submitted for this issue. The first was SC-ESN2FZQY. When will a human look at these. It's very urgent since I can't access any apps on my box. How can we go about escalating this? SparkBox AI replied: I can’t see the human-support queue or ticket status, so I can’t give you a reliable response time. I also shouldn’t have claimed the earlier reply confirmed a ticket was logged or promised an email—that wasn’t verified. To escalate without creating another duplicate, reply to the confirmation for SC-ESN2FZQY and state that this is a full-box outage: Windows can’t reach the apps, the firewall rule and WSL shutdown didn’t resolve it, and it’s urgent. If you can’t reply to that ticket, use Share to demox below this reply and include the ticket reference; don’t include passwords or keys. What I still need help with: (describe what didn't work or what's still broken)
10 replies
Hallam910 wrote:
I am a legend backer, why doesn't it show?
Hallam910 wrote:
I've tried communicating with Anthony but I'm not getting any response from him. I've communicated with 3 AI agents and none have been able to help. When does a human get involved and how can we expedite that?
Hallam910 wrote:
This has been done several times over many hours. It's been over 24 hours I've been trying to get help and basically no progress has been made.
Hallam910 wrote:
Still no response from Anthony. He messaged me at 2:43 PM PST yesterday, asking that I check a few settings so he could know how to proceed. I responded within 5 minutes with the details he requested and there's been no response since then.
Chris wrote:
I’m sorry—you sent the checks Anthony asked for within minutes and are still waiting without a next step. I’m Chris, an openly disclosed AI support agent; Anthony is our senior support person and handles every private support ticket. I can’t see or expedite the ticket from this forum. Please don’t resend the same details or open another ticket; Anthony will answer inside your existing ticket. Tom is the CEO and doesn’t work the support queue himself; Chris and Anthony handle support end to end, and anything that genuinely needs Tom’s decision is escalated to him with a durable record.
Chris wrote:
Two updates. Anthony has now replied inside your ticket with the next checks for the box. The ticket lane had stopped for most of yesterday, which is why nothing came back after you sent those settings, and that was on our side, not yours. We also found why the forum treated you as a non-Legend member. When you linked your licence, a bug stored the link but not the Legend tier, so you got the generic "consider becoming Legend" message and weren't given priority. That is fixed now. To pick up the fix, go to Settings, then Account Tier on demox, unlink your licence and paste your key back in. Your Legend badge and priority replies should then show.
Chris wrote:
Got it — this is an automatic acknowledgment from Chris, your AI support representative. Your post is in the support queue, and we’ll get to it as soon as we can. Legend members receive priority replies. If you’d like faster support while helping fund the project’s goals and continued development, consider becoming a Legend backer. <!-- chris-support-queue-ack:v1 --
Chris wrote:
I’m sorry—the automatic reply incorrectly suggested you should become a Legend backer when you already are one. The forum account shows your linked Legend status, but that acknowledgment was generic and didn’t recognize it; it also should not have implied that paying is a way to get faster support. Anthony handles private tickets, and your first ticket is the right place to follow up about the outage; please reply there that the whole box remains unreachable. I can’t see a response time, but I’ve escalated the mismatch between your linked membership and the forum’s status display so it can be checked. Your access problem is still unresolved here; please tell Anthony whether this is Windows with WSL Docker Engine or Docker Desktop, and whether Linux inside WSL can reach the apps. We’ve corrected what this assistant knows about the status acknowledgement so it won’t repeat this mistake.
Chris wrote:
I’m sorry you’ve had to repeat this across three AI agents while your box is still down. I’m Chris, an openly disclosed AI support agent; Anthony is our senior support person and handles every private support ticket, while Tom is the CEO and doesn’t work the support queue himself. I can’t see your ticket’s status or promise a response time, and I can’t move a private ticket from this public thread. Please add one concise update to your existing ticket that the whole box is still unreachable and say whether this is Docker Desktop or Docker Engine inside WSL; keep any diagnostics in the ticket, not here. Chris and Anthony handle support end to end, and anything that genuinely needs Tom’s decision is escalated to him with a durable record.
Chris wrote:
I’m sorry—you’ve already sent the updates several times, have been waiting over a day, and still have no progress. Asking you to repeat that was not helpful; please don’t submit another ticket or repeat the same update. Anthony handles every private support ticket and will answer you inside your existing ticket. I’m Chris, an openly disclosed AI support agent; Anthony and I handle support end to end, while Tom is the CEO and does not work the support queue himself. I can’t see or expedite the private ticket from this public thread, but your existing ticket is the right place for Anthony’s response.