This "support" is ridiculous!

[Gwaihir]

How about closing the ticket system and just moving to the forums altogether? The tickets are an utter joke these days anyways.

I posted a simple ticket: the https certificate for newdione.nocdirect.com is no longer valid, both https and SSL email.

The reply:

The servers SSL certificates are up to date and valid.

You simply need to connect to them using the correct hostname for them to validate.

This is such a waste of time! Point a browser at it guys, any browser! CPanel: https://newdione.nocdirect.com:2083/ . And, as a matter of fact, when newdione replaced dione, we were told dione certificates would also remain in place, so clients need not change their email settings, so the "correct hostname" bit is also BS.

Not to mention that I shouldn't have to put in a ticket for something like this: it should simply be taken care of AND monitored to make sure it is taken care of.

PLEASE FIX!

[Gwaihir]

And now I'm getting the exact same BS over live chat!

JagPC: I tried to fetch my mail at 13:15 (your time) today. I have reported the issue (ticket #13479051) and am refused the service I prepaid, twice over. Therefore I do not only expect a prompt fix, but full compensation per your SLA from 13:15 till such time as the issue has been fully fixed.

[JPC-Katrina]

Hello,

The SSl cert has been corrected. We went through last night to reinstall them all but for some reason this one was missed. I apologize for any inconvenience.

Would you please provide the ticket number you opened so I can look into the handling of it as well. Thank you.

[Vin DSL]

How about closing the ticket system and just moving to the forums altogether?

Heh! I've already suggested that, but it's rather forward thinking, and hard to wrap your mind around. I *know* it would work.

Anyway, I see ppl bitching about their *free* shared cert not getting re-upped. Is this applicable to what you're complaining about?!?!?

May I suggest that you buy your own cert, and bypass the shared cert debacle altogether? Either that, or make your own cert, which is equally useless as the freebie cert... except you take ownership.

If I'm totally missing your point, please ignore this post...

[JPC-Katrina]

They are talking about the cert used to secure logins and email. We use a wildcard cert rather than a self-signed and unfortunately, some of the servers got missed during the renewal installation. We apologize for any inconvenience.

I have also spoken to our Level 1 support team about escalating such tickets immediately, Gwaihir, and have taken other steps to be ready for the next renewal in a year.

[Ron]

unfortunately, some of the servers got missed during the renewal installation.

I'm guessing you're seeing the extent of the problem by now. I wonder if the previous support managers understood what you're seeing. Did they just not have the experience to turn their support department into a world-class operation? Were they not given sufficient resources? I don't know. But this and the vast majority of the major issues I faced during the last couple of years are the result of the systemic lack of process and procedure.

[I] have taken other steps to be ready for the next renewal in a year.

You're making all of the right sounds, you've got a massive job ahead of you.

Good luck.

As far as the OPs comment about moving support to the forums, I continue to think that Vinny has touched on something that could be wonderful here. I don't know if this specific issue could have been rectified by non-paid Jaguar MVP techs since it was so widespread and since it may have involved access to signing security certificates, but I really do like the concept. If/When Katrina is able to wrestle things under control, I hope that they explore this avenue. It could save them massive amounts of money while giving great customer support.

[gohighvoltage]

Maybe they can set up some private, NON-Public forums that only PAID customers can view and post in. This would be great for support and problems without being public.

This may be a great idea.

[the_ancient]

Anyway, I see ppl bitching about their *free* shared cert not getting re-upped. Is this applicable to what you're complaining about?!?!?

It is not "free" it is included as part of the Monthly/yearly fee paid for the hosting, so it is completely reasonable to expect the service to be as advertised

[Vin DSL]

It is not "free" it is included as part of the Monthly/yearly fee paid for the hosting, so it is completely reasonable to expect the service to be as advertised

You're missing the point, as usual...

The "included" cert doesn't provide any benefit over a "self-signed" cert... other than slothfulness.

People are stupid and lazy... and *think* they're getting something for *free*. That's why I used the term "free".

If you want a real cert, go buy one! If you don't need a real cert, go make one!

That's all I'm saying...

[Vin DSL]

Maybe they can set up some private, NON-Public forums that only PAID customers can view and post in. This would be great for support and problems without being public.

This may be a great idea.

Bah! Put it all in the open, for everyone to see. (passwords and so forth can be handled via PM).

As it is, all we see are the bad apples -- the whiners & complainers.

Hell, the other day, I read a post complaining about the "system clock" being off -- always lagging -- OP had to contact Tech Support several times -- they can't fix the clock (on the mobo).

Bwahahaha! Are you ****tin' me? Seriously?!?!? That's the kinda stuff "we" need to see...

Damn, I wish I worked in Customer Support... LoL!

[JPC-Greg]

It is not "free" it is included as part of the Monthly/yearly fee paid for the hosting, so it is completely reasonable to expect the service to be as advertised

No, its free. Its not part of hosting and many don't offer it, we do.

[BadMonkey]

Hell, the other day, I read a post complaining about the "system clock" being off -- always lagging -- OP had to contact Tech Support several times -- they can't fix the clock (on the mobo).

Bwahahaha! Are you ****tin' me? Seriously?!?!? That's the kinda stuff "we" need to see...

Vin,

I wrote the post about fixing the clock. While you may think this is a trivial issue, I can assure you that there are many important reasons why you would want to keep accurate time from database timestamps, file backups/synchronization and cron. It may not be important to you, but it is important to some. I'm sure those people would be interested if Jaguar keeps up with this.

[Vin DSL]

Vin,

I can assure you that there are many important reasons why you would want to keep accurate time [...]

Understood!

I'm a timelord too...

My renegade name is "The Mind Controller".

BTW, you're "The Cartwheeler" (in case you're unaware).

Ronnie is "The Seer", Les is "Tau", The Chief is "The Cleaner", and so forth, and so on...

The thing is, the techs here don't have a clue about this stuff, so you're wasting your (ahem) time complaining about it in the threads! They cannot fix the cycles or frequency of a mobo clock.

[BadMonkey]

Vin, you are one strange dude.

[Spathiphyllum]

The thing is, the techs here don't have a clue about this stuff, so you're wasting your (ahem) time complaining about it in the threads! They cannot fix the cycles or frequency of a mobo clock.

Oh, I dunno. I figure they could run a nightly cronjob to sync each server with a third-party atomic clock or time server; or set one of their shared servers as a time server and have their whole server farm sync off that. It's not rocket surgery.

I run a local time server on my linux firewalls (which get their times once a week from public NTP servers) and sync my network clients to them.