Unacceptable lack of support

[tresuvesdobles]

What is going on at JaguarPC? I have 8 VPS's with you and have been your client for many years so far and I have to say I never faced such a lack of real support.

Our server w5.tresuvesdobles.com crashed on July 9th before 19.00 GMT +1 and it has not been restored yet. I reported it through the tickets system as soon as my customers detected the problem (see ticket 12961716) but I have not had a solution yet. We have 35 customers hosting their sites on this VPS and will for sure lose some of them because of the unacceptable service, as well as we will be forced to credit exactly EUR 1.456 because of our QoS guarantee, which is based on your 100% uptime guarantee.

I request an urgent solution to bring all sites back first, then a compensation for such a service.

Regards,
Miguel
TresUvesDobles

[JPC-NickO]

Hi Miguel,

I responded to your ticket hours ago.

We have attempted to restore a corrupt backup which takes a considerable amount of time as you did not agree to use an earlier backup.

Your issue is not covered under our SLA agreement. I think you have confused Network uptime and service availability. http://www.jaguarpc.com/about/policy-sla.php

[irdogg]

aww man

[tresuvesdobles]

Hi again NickO,

To be honest, I would never expect such a reply. My issue is not covered under your SLA agreement? You may be kidding, we are talking about a fully managed VPS that suddenly crashed and has been out of service for 87 hours so far.

Just to clarify, what I did not accept was the proposal to set a new VPS and have my customers to rebuild their sites, as most of them have no backups and no need to say they are not responsible for this. What I just request is VPS to be restored from backup and I stated (quote) "from the newest possible backup".

But I do not want to discuss on this but to have the VPS restored and sites up. And I did not find a single word in this direction on your post.

Waiting for a solution.

Regards,
Miguel

[JPC-Rizwan]

Hi Miguel,

We are sorry for the time its taking for the resolution, but we are and have been trying our best.
I have checked your ticket status and now techs are attempting a restore from an older backup as the chkdsk that Parallels initiated has not fixed the problem with filesystem.

[irdogg]

hope it works out