Servergrid UserLink

    24 hours to respond !!  My Customer's site was down for at least 24 hours - 4 times I submitted a ticket, 4 TIMES.  NO ANSWER!  Not even an Acknowledgement of the problem!

    (The Survey email you sent doesn't work - so here's my comment, ...)

    It's Extremely UN-PROFESSIONAL not to acknowledge support tickets.  I am unable to tell my customer anything, ANYTHING!  I can't say "They're working on it", or "It will be up ASAP", or "They know there is a problem". OR, "there's a serious problem, it may take a day to fix".  All I can say is "I'm Changing my Hosting Service!" Got the message? 

    This is a continuation of the "Migration" crappy support of 2008.  Which:

1) cost me a new customer that would have subleased services from me.

2) caused me to find another hosting provider with reliable service! 

Simple Solution, ... TELL ME WHAT'S GOING ON !  If it's going to take a day to fix I need to tell my customer!   If I tell them I haven't heard from the hosting service or "I don't know what's going on".  I LOOK STUPID !  I don't like looking stupid.  And, my customer looks at me and says "what are you going to do".  You tell me how to answer that any other way than "I'll be changing providers". 

HELP ME BY KEEPING ME INFORMED. 

Help123,

I agree with you, however, dependent on the situation, most issues with end users of resellers are not in our scope of support.   Certain support issues that Resellers cannot solve themselves, of course, we'll be glad to help you with.  Some issues take longer than others though, so we can't always fix it right away.  We do strive to fix issues correctly though, that way we know why it happened, and it doesn't happen again.

Zach,

What are you saying!  Please read all the posts, ... 

a)  For 24hrs there was NO RESPONSE from tech support.  Unacceptable.
b)  Even if it is a customer problem, Which It Wasn't, a simple courteous answer is in order to help fix the problem.
c)  The site came up without customer intervention, ... then I received an answer to my tickets.

Point: It's extremely difficult to keep my customers happy when I have NOTHING to tell them.  I understand that there are serious issues that are time consuming to fix, JUST TELL ME!
I can relay that information to my customer; "the ISP has a problem and is working on it".  As it happened my customer is blaming me and EXPECTS ME TO CHANGE PROVIDER!  Communication is the first point; secondary point I PAY FOR 99% UP TIME.

If you have any questions send me your phone number we can talk.

Steve

During the time you created this thread, There was a major outage dealing with the ns3 and ns4 name servers. Whilst we were working to resolve the outage, we were inundated with tickets. Because of the large number of tickets resulting from this, we were unfortunately not able to reply to each one within 24 hours. This can sometimes happen with such a high ticket volume. We apologize for any inconvenience. I assure you, we answer each ticket as soon as is possible. This outage was caused by a DDOS attack that caused the name servers to lose sync with the control panel. It was a very difficult to fix problem. We made a post about it in the Network Status forum Here: http://userlink.servergrid.com/forums/thread/2113.aspx as soon as we were aware of the issue. Please let us know if there is anything we can do to assist you.

Jesse - Support

Jesse,

Try to imagine being on the customer side of our relationship, ... take yourself out of the support role where you know the situation (silly I know).  Service has been terminated, you send a ticket, and another, and another – there’s no response.  No indication that ServerGrid knows there's a problem!  You are completely in the dark, COMPLETELY IN THE DARK: Are they working on it?  Has Server Grid gone out of business?  Will my customer's web site ever come up? Will the rest of your customer's websites go down?  Do I need to look now for a new provider? Do I need to be making backups?  Remember, you’re me the customer.  What would you do?  How do you look to your customers?  I can tell you, you look stupid, inept, and cheap (having chosen this hosting company).

Communication, Communication, Communication.  Let me tell my customers what’s going on.  Honestly, if you’re working on a severe issue and it takes an hour or so longer because you sent emails, SO BE IT.  I can proactively call my customers with an explanation; an explanation that they can tell their customers.  In fact it makes the whole situation somewhat exciting!  As it was, every time my customer was questioned about their website; their answer started out with a bunch of four letter words followed by my name followed by “doesn’t know”. 

Steve - Customer

Hi,

I am using DNN 5. I want to implement windows authentication in my dnn site. If i run the DNN page it will automatically take the windows user name and password and to validate those users already registred in DNN DB then it will goto home page.

How can i do this. Please provide me the solution with samples.

Thanks in advance,

Suganthi Thangavel

While I wouldn't say that going 24 hours before a ticket response is a good thing, there probably was a general posting about the outage. Aside from that, I would have to say that generally the support from servergrid tech has been quite good in my experience. I even get prompt phone calls, and I didn't even request a call back! Where do you get that kind of attention on ISPs these days?