$377/Month and No Option for Live Customer Support

[gtsm]

My server has been hacked. The email which I login to NixCore is unaccessible, and I have forgotten my NixCore password. JPC no longer offers technical support over the phone. When i signed up, JPC was ALL about customer support, it was their motto. And now, I am basically screwed, because there is NO WAY for me to get a hold of anyone to ask them to hard reboot and block access to all but my IP so I can try to salvage my data and close the vulnerability which I believe is within my development directory.

This is very aggrevating.

1) I pay $377 a month, and I can't have access to a technician?
2) There were questions I asked back when I signed up, and on of them was "Will I have the option for a live technician if there is an emergency" the answer was 'yes' (now it is a No)
3) It is possible my server is being used as a spam relay at this very moment, but there is nothing I can do about it. A database with over 300,000 users, over 20,000 mb's of data and $10,000 in development... can't do anything. Yes i have backed it up, but that is irrelevant if someone else is trying to steal it.

Thanks JPC! It is sad to see that you guys now only care about how many accounts you have, and no longer care about your customers.

Yet another negative JPC review for http://www.webhostingtalk.com/ is on it's way!

[Rob]

Support is always slower at the weekend. Sorry your in this situation, did you not have your 'development' directory secured?

JPC reset all passwords to the nixcore system because of a security warning they received. To recover your password just click on the recover password button to reset it.

If your email was on the server and you cannot access it, ring up sales and explain the situation - im sure they will either perform a reboot for you or give you your client login detials for you to submit a support ticket.

Hope you get the issue resolved soon.

[Ron]

Have you tried:
emailing support @ Jaguarpc.com;
getting quick advice on what to do from the sales chat box;

[gtsm]

I had thought my development directory was secured, but due to my site being down, I am now questioning it's security.

Noone ever replies support@jaguarpc.com, I have begun to wonder if they even check the account.
Anytime I have talked to Sales they tell me to login to nixCore. I haven't tried that for this problem, because in the past it hasn't worked. I suppose I could give it a try, will update.

Note: a reboot isn't enough. I need it configured so after it is rebooted, it's access is restricted only to my IP.

[Connie]

In your situation I would suggest a PM or two if the retrieve lost password function does not work. Not sure who is on this week end in sales and or support. Click on the forum moderators link in my signature and scroll down.

I would PM these key personnel. Greg, Ben, Masood, and Less. No need to email them. The PM will send an email. I'm sure at least one of these will be available to assist.

To expedite things I suggest you not only include the name of the account, but the last 4 numbers of the CC you pay with.

In regard to phone support, I don't think Jag has had a phone number for support for 5 years or so.

[Ron]

I believe that the support email address will issue a response challenge -- if it is going into your spam box, you'll need to find it and click the link for the email to be delievered.

Good luck...

[Gwaihir]

sales@j.. does that challenge thingy (if your address isn't on file yet) and you can use that for getting help with accessing NixCore. You could also use the sales phone number, the live chat (if it's on), etc.

support@j.. hasn't done anything useful ever AFAIK. Support has always been by tickets, not by phone or email for as long as I've been here.

[EuroNut]

Note: a reboot isn't enough. I need it configured so after it is rebooted, it's access is restricted only to my IP.

gtsm, if you're still having difficulty contacting JPC, I have a suggestion. If you wish, PM me with the hostname or primary IP address of the server, your old (inaccessible) email address, and an alternate email address that you can be contacted on now.

I will raise a ticket through my login and reference this thread for support to read and then contact you. I'll then delete the PM so I no longer have the details.

Obviously, this is not something that would normally happen through the forums here, but I think the severity of your issue is enough for one of us to help kick-start some action on your behalf as the support guys may be busy on other things and may not pick up on this thread for some time.

If you wish to use the above idea, but with a different forum member who you already know, obviously that is fine. Just pop a message back in here to tell one of us to check our PMs.

Good luck

[gtsm]

sales@j.. does that challenge thingy (if your address isn't on file yet) and you can use that for getting help with accessing NixCore. You could also use the sales phone number, the live chat (if it's on), etc.

support@j.. hasn't done anything useful ever AFAIK. Support has always been by tickets, not by phone or email for as long as I've been here.

I have on several occassions gotten support through the phone. there used to be an option on the number you see above that said, "...for technical support press 3" or whatever number it was.

EuroNut, I would appreciate that. Sales isn't answering the phone, and i have tried livechat a couple times without success. You aren't asking for any details which would compromise security in any way so I will go ahead and PM you, also with a bit that explains how to get a hold of me (I will have to go across town to get to the phone number that they have on file...)

[EuroNut]

EuroNut, I would appreciate that. Sales isn't answering the phone, and i have tried livechat a couple times without success. You aren't asking for any details which would compromise security in any way so I will go ahead and PM you, also with a bit that explains how to get a hold of me (I will have to go across town to get to the phone number that they have on file...)

Ready and waiting - I'll reply to your PM with a copy of the ticket I raise.

And drive carefully - I'm here for hours and a server crash is the only crash we need right now

[EuroNut]

OK, ticket raised, and a copy of it PM'd back to you.

I also just received the email confirmation of the ticket being in the system.

Good luck - I hope everything works out OK for you

[RickWeb]

hope you manage to sort this out.

[gtsm]

The issue was resolved. I had to spend a good deal of time getting the email on file to work again, and then I logged into NixCore and posted the ticket. All is well. According to the logs, there was an Attempted dump of my entire database (big mistake) from my development directory. Because the request was so large, it timed out and never completed. If they received any information at all, it would have all been highly insensitive and irrelevant information (ambiguous traffic stats). Thanks EuroNut for your help, I truely appreciate it. No negative JPC review for WebHostingTalk.

[EuroNut]

The issue was resolved.

Phew!!

Thanks EuroNut for your help, I truely appreciate it. No negative JPC review for WebHostingTalk.

Oh you're very welcome (although I only played a tiny part in the fix). It's good to hear that you're back up and fighting fit!

[JPC-Masood]

JPC no longer offers technical support over the phone.

JPC has never offered technical support over phone since I have been working in support (2002)

Ref: http://www.jaguarpc.com/support/kbase/809.html