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rootdk · 12-16-2006, 05:30 PM

First I want to say, that we are quite satisfied with our hosting solution at Webair. We have 3 dedicated servers there, and until everything have been working 100%. But lately we have had some support issues, that have cost us a lot of money and customers.

We used to get great support from Webair, but lately the support team, hasn't been able to help us in time, which has caused unnecessary downtime. But let me take the issues one by one.

1) We opened a supportticket regarding a auth_mod module. When it was installed the first time, it caused an error, so that our paying members couldn't get access to our membersections. I do not complain about this, since the fault was ours. We did not know, that this module could not co-exist with the current auth module. We cleared up the misunderstanding with the tech guys, and the module was re-installed for one domain only. This time access was closed to two of our membersections. Our Member sections were closed for more then 12 hours, and the guys at the LiveHelp di not know how to solve the problem. Our Membersectiosn are back now, but the new module is still not working. We have been waiting for this module to be installed for more than a week now.

2) We had a harddisk failure. We do not blame anyone for this. It happens from time to time. But again - the support regarding this matter was not good. First we were suprised, that no one did notice this. We do have Webair to monitor our sites, so it can not be right, that we have to discover this. We contacted Live-help at once, and they told us that the disk had been deleted. We asked them to restore the drive from the backup. They had trouble doing this, since the server crashed under this process. We feared that our server had been hacked, so we asked the support to change all passwords. We spent several hours changing passwords in our scripts. Several hours passed, and the drive was still down. Then they asked a seniour tech for help, and he located the error at once. The disk was not deleted but defect. If the guys at Live-Help had discovered the real problem, instead of claiming that the disk had been deleted, the sites would have been back in a few hours instead of more then 12 hours.

My point is due to bad support, we have had several sites offline in more than 24 hours. This has result in lost signups and cancelled their memberships, we have spent hours with this issue that could have been spent more productive. All in all these issues have cost us a lot of money and a lot of time.

12-16-2006, 05:30 PM
rootdk Registered User Join Date: Sep 2005 Location: Denmark Posts: 85	First I want to say, that we are quite satisfied with our hosting solution at Webair. We have 3 dedicated servers there, and until everything have been working 100%. But lately we have had some support issues, that have cost us a lot of money and customers. We used to get great support from Webair, but lately the support team, hasn't been able to help us in time, which has caused unnecessary downtime. But let me take the issues one by one. 1) We opened a supportticket regarding a auth_mod module. When it was installed the first time, it caused an error, so that our paying members couldn't get access to our membersections. I do not complain about this, since the fault was ours. We did not know, that this module could not co-exist with the current auth module. We cleared up the misunderstanding with the tech guys, and the module was re-installed for one domain only. This time access was closed to two of our membersections. Our Member sections were closed for more then 12 hours, and the guys at the LiveHelp di not know how to solve the problem. Our Membersectiosn are back now, but the new module is still not working. We have been waiting for this module to be installed for more than a week now. 2) We had a harddisk failure. We do not blame anyone for this. It happens from time to time. But again - the support regarding this matter was not good. First we were suprised, that no one did notice this. We do have Webair to monitor our sites, so it can not be right, that we have to discover this. We contacted Live-help at once, and they told us that the disk had been deleted. We asked them to restore the drive from the backup. They had trouble doing this, since the server crashed under this process. We feared that our server had been hacked, so we asked the support to change all passwords. We spent several hours changing passwords in our scripts. Several hours passed, and the drive was still down. Then they asked a seniour tech for help, and he located the error at once. The disk was not deleted but defect. If the guys at Live-Help had discovered the real problem, instead of claiming that the disk had been deleted, the sites would have been back in a few hours instead of more then 12 hours. My point is due to bad support, we have had several sites offline in more than 24 hours. This has result in lost signups and cancelled their memberships, we have spent hours with this issue that could have been spent more productive. All in all these issues have cost us a lot of money and a lot of time.