Technical support

[Zoly]

I am a webmaster of the website for the National Spinal Cord Injury Association.
For about 3 months ago I suggested to move their website to JAG and now I am not sure if it was a good idea.

1. Technical support is not available via telephone.
2. Our website was off line most of the day.
3. Ticket system is useless because JAG dos not reply on some messages at all.
4. I have contacted technical support regarding off-line status of our website at 6.30 pm CST and now almost one hour past and I have no explanation why our website is not online.

What do I have to do?

[plan2switch]

Let's switch web host, that's the best thing to do.

[Zoly]

Funny enough, when I chekce the network status for
Silicon (host17) - it was off-line for HTTP.
But when I have got message from the technical support guyz, all what it said :
"Hello,
Please do check the same again. It is working fine without any problems at all.
Thank you,
Regards,....
.....
P.S : I am sorry about the delay in getting back to you. "

Do you call it technical support?

[lookout]

If uptime is so critical for you, what the heck are you doing in a shared hosting environment? I don't mean that in a hostile sense. It's just that your expectations may well be out of line with what a low cost host shared hosting environment can provide you. You often get what you pay for, although sometimes you get much more or less. Your mileage may vary, but for the most part, I've found web savvy clients get much more than they pay for here.

Be aware that at most hosts, it does take time for them to break in new servers with all their newly assigned accounts and get them properly balanced and running smoothly. Knowing this doesn't make downtime any less painful, I know. Nor does it improve one's comfort level with the hosting company when it drags on for weeks on end. Sometimes it's better to jump ship, particularly if you can't see any progress. Just be sure to shop around carefully and take everything you read with a grain of salt (including this post).

[mattsiegman]

I've been on Jag servers for a few years, and I'm still very happy with them. Tech support here is the best around. I have never had a ticket waiting for a response for more than a day (which is their gauranteed response time) and the servers normally are on. I believe that there was a new post from a couple days ago about Silicon, you really should check that [the news baord] before posting here, Sorry if I sound a bit cranky.

Also remember that sometimes servers just appear down, as ISP's DNS files sometimes get screwed up.

Another related thread, albeit a different server, is here: http://jaguarpc.com/forums/showthrea...3607#post63607
It is probably something very similar on your server.

On the network status page, right now, Silicon is up.