Will JPC get better with time?

[siceman105]

Right now tech support seem completely overwhelmed. Ive had two sites inoperable for the last 6 hours, and only one response to the ticket.

In the last two weeks I have had more major issues than I care to remember. Settings change on the server and they have no idea who changed them or why.

The only think stopping me from leaving JPC is the fact that for years before hand they provided a level of support that was simply amazing.

So whats happened recently? Why all the problems with the servers and the lack of tech support? Have there been staff cuts?

[JPC-Tracie]

No staff cuts. We did upgrade cPanel on the shared servers and it seems this has caused some issues on some of the shared servers. This in turn caused a significant increase in support ticket volume. There is someone looking into your issue now and hopefully it will be resolved very soon.

[Ron]

Just wondering why the upgrades kept pushing forward while ticket volume was climbing...?

[JPC-Tracie]

It was a necessary upgrade that provided better php security and better multiple php handling.

[Connie]

@ the OP. I have never felt that support got worse. When I get dissatisfied, all I have to do is think about the support from my first webhost.

My shopping cart got knocked out as a result of this CP upgrade. There is no PHP on that site. Everything is static html and perl. So Ron I don't think Jag can anticipate every problem when they do a upgrade. I'm sure they did a lot of testing. You can't test for every possible senerio. In the end you just have to go with it.

[JPC-Greg]

To the OP's credit, support volume has gone up in spurts at various times each time we do a batch of upgrades. We do a few, handle the increased support queue, and when its back to normal do another set. The upgrade makes such huge positive changes to overall security, health, and in the long run reduced abuse and support that its really imperative and important we do them.

Anyone with us for a while will know we never ride the bleeding edge of change for the sake of change.

[Frank Broughton]

Just wondering why the upgrades kept pushing forward while ticket volume was climbing...?

This is a fair question....

It was a necessary upgrade that provided better php security and better multiple php handling.

This answer does not answer Ron's fair question.

@ the OP. I have never felt that support got worse. When I get dissatisfied, all I have to do is think about the support from my first webhost.

My shopping cart got knocked out as a result of this CP upgrade. There is no PHP on that site. Everything is static html and perl. So Ron I don't think Jag can anticipate every problem when they do a upgrade. I'm sure they did a lot of testing. You can't test for every possible senerio. In the end you just have to go with it.

Testing, hmmmm I don't think so. There was no choice but to upgrade, it was the right thing to do. Maybe slower to handle the volume of tickets. But Masood was on a roll. Ya know when things are clicking - keep clicking. Maybe some coordination with ticket volume is in order for the next time. There will always be a next time. What's next superduper_su_wammie_php?