[m3chman]

Hello All,
I've a customer of JaguarPC since 2007 with VPS server and over 10 websites.

During this time my websites were down few times and I never asked for any compensations. It's why I'm understand all difficulties and possible troubles of hosting business..

About a year ago I've asked for server config mods to be able to run Movable Type Pro Blogs on my account.
I've been told that it's my duty .. nice "managed" hosting hah. Problem was not resolved.
Few months later I give a jaguarpc second chance and asked for mod install again. I've been not refused with support but they was not able to solve this technical problem.
So I have to learn how to use puTTY remote ssh console and few CentOS *nix commands such as "yum install".
At this stage I realized that support guys doing exactly same thing and this is all "management" with hosting they can provide.
Great. Thanks JaguarPC now I can do managed hosting by myself
Just to note: during this 1.5 years I'm alway payed my invoices and got lot of "reward points" on my account, still thinking know how to use them.

And final step was happened yesterday..
I was away for few and not able to process (pay) my last invoice.
And all my servers were suspended (stopped, turned off). I can understand it.
Got home this day I've payed all invoices and "Penalty Fee" in $7.something for staring my servers again.
But it about 8 hours there is no answer from the support at all.

I'm still waiting, anybody alive in JaguarPC house or all was kidnapped by aliens?

p.s. if you do penalty fee, can I do the same thing when servers goes down. and exactly for last 8 (eight) hours since all invoices were payed?

--


Best regards,
Eugene.

[JPC-Rizwan]

Hi m3chman,

Servers do go down, software do face issues, and there are down times, as long as they are minimal and are resolved quickly it should not be problem, I hope you will agree.
If you are facing any continuous down time or any other problem , open a support ticket and we will definitely work to resolve it.

We appreciate that you understand the issues involved in hosting, but you can sure ask for compensations where due according to the SLA.

All VPSs with control panels are managed VPSs , and the managed area involves resolution of any problems related to the basic services working on your vps, the control panel, or some basic module installation with server software like Php or Apache.
The managed service do not include installation of end user applications, or softwares. Though we do try to help clients in this area too where possible. Yum can not do everything for you, e.g. can not compile Php with custom modules for you, if yum could do everything support would have been sitting idle
Support do custom installations, compilations, configurations and yes mostly not using yum.

For managed vps service details you can view the below KB too, to see what support do or can do for you if you have managed vps :

http://www.jaguarpc.com/vps-hosting/managed-vps.php

For your other query, sales do not work 24/7 , let me know your ticket number and I will get some one to check into that.

[m3chman]

JPC-Rizwan, thanks.
But why current two support tickets stays unanswered for more then ten hours now?

And why servers is still turned off but all bills and "your fee" were payed 10 hours ago?

I'm loosing money on this issue but it's not a problem for you of course

thanks for good example of support answer.

[m3chman]

Just a bit more info:

VPS InfoVPS #118 vps.serv3.net VPS is down at the moment

ticket info:
#12917859 Emergency 1 Sales Billing Created: 2009-04-22 / 22:43:46
Updated by me: 2009-04-23 / 09:07:41

2009-04-23/01:53:32
hello, sorry for such delay I was away from the country.
I've payed your invoice + this "fees" but it's seems to be unfair business from your side.

next ticket:

2009-04-23/06:37:38
hello,
is there any support alive?

2009-04-23/08:28:31
hi,
I'm still waiting for support on this issue and got no answers yet.. I meant any answers..

2009-04-23/09:07:41
hey guys are you there? :L)

Ahhh we got IT!:

2009-04-23/12:02:08
A customer service representative has begun working on this issue.

So do you think it's normal service?

[m3chman]

Date and time of first request: 2009-04-23/01:53:32
and all fees already payed at this time.
all you need just click a button to help a customer who really need your help. But JagPC does not think so nice..

And at final step: I've got your answer:
Date and time: 2009-04-23/12:04:43

Hi,
The server is now active.

Regards,
Jim - CSR Shift Manager

Yes it does I confim everything is runing as it must.
Thank you God!

p.s. so response time is: 01:53:32 - 12:04:43
about 10 hours!
My server were switched off for ten hours since I've payed all bills.

about bills:

Description VPS - Discovery Plan - vps.serv3.net + Late Fee
Amount $26.17

Date Created 2009-04-23
Time Created 01:47:26
Status Paid

Waiting your comments Greg

[JPC-Jim]

We are sorry for the delay, however sales is closed from 10:00 pm, until 7:00 am US central time. Tickets are answered in the order that are recieved in the queue. This morning we had many tickets in the sales queue, and it just took some time to get them all worked.

Also please note, that when you do open a ticket, everytime you reply to that ticket, it places it at the bottom of the queue again.

In situations like this, when sales is closed, please open a ticket to support, and they will assist you if possible.

You can also use our live chat, which will get you quicker results.

http://www.jaguarpc.com/contact.php

[m3chman]

Thanks Jim, livechat was offline all this time.
Tech support forwared another ticket to sales and disappear..

[JPC-Greg]

I wish i had better news for you but actually things went about as they should by the policies. We regret that the site was suspended for a billing issue but it was according to our policies. We restored it the very next shift for customer service after the payment was complete. I'm afraid there isn't much more anyone could have done. Techs are not allowed to bypass a billing suspension to get a server back on, only the billing dept and management does.

I look forward to discussing anything else though in case I missed something. Thanks

[Spathiphyllum]

Originally Posted by JPC-Greg

I'm afraid there isn't much more anyone could have done...
I look forward to discussing anything else though in case I missed something. Thanks

Maybe you could refund the $7.something Penalty Fee. That might make a reasonable, and inexpensive, show of good faith. It seems that a refund or reduction of the penalty when a client responds quickly but support (via sales) cannot due to varying hours of operation would be in order. In this case the client was willing to pay the penalty but had no way of recouping the penalty quickly since his sites were down for an extended period.

Seems like a deal could be struck here.

[Ron]

I'd rather see them fix the ticket issue that replying to your own ticket moves it to the bottom of the queue. Sorted by "first unanswered customer entry" instead of "last customer entry."

Might be easiest to de-normalize for this and create a timestamp column for sorting that gets updated during a customer reply only when the status is not "open". Or some such.

[Frank Broughton]

Originally Posted by Ron

I'd rather see them fix the ticket issue that replying to your own ticket moves it to the bottom of the queue. Sorted by "first unanswered customer entry" instead of "last customer entry."

Might be easiest to de-normalize for this and create a timestamp column for sorting that gets updated during a customer reply only when the status is not "open". Or some such.

I was thinking the very same thing Ron. Not that I open many tickets but if I did open one and then had to add to it I would be disappointed to know that I just moved it to the end of the cue. That seems unfair. Should not be that hard to fix this right JPC team.

A note on the payment not being made. A no payment is a no payment no matter what. If I was to go out of country or away and not able to make my next payment on time prudence tells me to get it paid ahead of time before I leave. Or get a cc on file with JPC and they can make an auto payment from it for you when your account becomes due. I have done this for years here with no problems.

[JPC-Greg]

Originally Posted by Spathiphyllum

Maybe you could refund the $7.something Penalty Fee. That might make a reasonable, and inexpensive, show of good faith. It seems that a refund or reduction of the penalty when a client responds quickly but support (via sales) cannot due to varying hours of operation would be in order. In this case the client was willing to pay the penalty but had no way of recouping the penalty quickly since his sites were down for an extended period.

Seems like a deal could be struck here.

I would be happy to. Thanks for your continued business.

[JPC-Greg]

Originally Posted by Ron

I'd rather see them fix the ticket issue that replying to your own ticket moves it to the bottom of the queue. Sorted by "first unanswered customer entry" instead of "last customer entry."

Might be easiest to de-normalize for this and create a timestamp column for sorting that gets updated during a customer reply only when the status is not "open". Or some such.

That doesnt happen anymore.

[Frank Broughton]

Originally Posted by JPC-Greg

That doesnt happen anymore.

Awesome....

[m3chman]

Originally Posted by Frank Broughton

A note on the payment not being made. A no payment is a no payment no matter what. If I was to go out of country or away and not able to make my next payment on time prudence tells me to get it paid ahead of time before I leave. Or get a cc on file with JPC and they can make an auto payment from it for you when your account becomes due. I have done this for years here with no problems.

Thanks Frank, I agree.
But I do not complain about host suspension. I'm complaining about 10 hours that host was switched off after all payments were made.
And I was not able to get any support responses during this time.
Of course I must be smart enought to understand that every ticket update moves me to the bottom of the queue. (it's a bit innatural but this a way like machines thinks not human L )