Shutting down servers because of misconfigured autoresponder spam????

**ruiz107** · 12-09-2010, 01:27 PM

Ok JaguarPC this is getting ridiculous.. I'm a client for 2 years already and the last 2 weeks its been nothing but trouble with you guys. First a failing server that took 2 days to fix, then a VPS shutting down for 4 hours 2 days in a row, slow network speeds on most servers, and now you guys are shutting down another VPS voluntarily because of a "Spam report about a with autoresponder spam" ?!!?!?!?

This was the first complaint about this ON THIS SERVER, and you guys just shut it down? I'm paying a montly fee for managed services, so GO AND MANAGE IT!!! Stop the freeking auto-responder spam and don't just shut it down.

Right now my clients are calling to compain about it and i'm supposed to be working, instead i'm loosing my time and my patience here. Just tell me, will you guys stop it or i'll have to look at another host?

**ruiz107** · 12-09-2010, 07:01 PM

Like i said in my ticket, i already bought a server on another hosting company so i need to transfer my files there. However, its impossible to transfer my files because my server is offline, so can you please put my server online? You can disable exim, apache, everything, i just need ssh and probably cpanel.

I already asked for that on another ticket 3 hours ago and sent another one 20 minutes ago.

**JPC-Jim** · 12-09-2010, 07:04 PM

Please provide a ticket number. so we can get a look at it.

**ruiz107** · 12-09-2010, 07:24 PM

Thanks for the response!
Ticket id 13219500

**JPC-Bilal** · 12-09-2010, 08:00 PM

Hi ruiz107,

This ticket is being worked on and we will update you shortly in the ticket. Please follow up there. Thank you.

**esonline** · 12-24-2010, 09:40 PM

I simply hate contacting support nowadays. They take ages (half a day at least) to respond and I get CAUGHT IN A LOOP when I respond and then they take ages again to log their response. These to-ing and fro-ing happened on and off for the past many months.

Today, I found they have stopped my vps for a misconfigured mail server -- a fault which I failed to notice (I wasn't monitoring my websites) for many days. I only found out when my websites were down today.

So when I went into the client dashboard this morning, I found they had been trying to contact me to tell me about the misconfigured mail server and had shut down the vps as I had failed to respond to their messages.

It's my fault for not monitoring my messages.

I tried to ask support what I should do as I could not get into my control panel to make a check, but the support merely cut and pasted the earlier messages and ended this response with a "We haven't received any update from you regarding this and had no choice, but to suspend your vps. Please update this ticket to follow up on this."
Oh my gosh! Doesn't support READ my messages? So on this Christmas Day here in Singapore, I wasn't quite in the Christmas mood so I wrote back "So what can I do on my end? I cannot access my control panel. Do not let me run around in loops -- waiting hours for your reply and so on so forth."

Guess I will have to wait hours again for the next continuation of the loop. HA HA HA. Nearly four years I have been with JaguarPC. Should I run off like you?

**JPC-Anoop** · 12-24-2010, 10:07 PM

I have updated your ticket. Please check it and update the ticket to follow up on this.

**JPC-Jim** · 12-27-2010, 09:04 AM

On the spam, and misconfigured mail servers, We will contact clients, however due to blacklisting by various online spam databases we have no choice but to take quick action. If we do not, we will quickly have an entire range of IP's blacklisted, and effecting 100's of customers.

Support delays, should be over with, we got behind due to the blacklisting or our IP range, and cleaning up our network, we are caught up now, so tickets should no longer be delayed.

**Ron** · 12-27-2010, 09:37 PM

Originally Posted by JPC-Jim

[...] tickets should no longer be delayed.

Can you define that? What is your goal for ticket response time?

**JPC-Jim** · 12-28-2010, 08:32 AM

For the near future I would be happy with no more than a 30 minute response time. The goal I would like to be met is all tickets responded to in 15 minutes or less. We are working on getting there, and I expect that within the next 60 days we should be able to get the tickets to a 15 minute or less time frame.

**Gwaihir** · 12-28-2010, 08:58 AM

Does priority come into play there, Jim? Tickets I post tend to fall into three categories. I use the priority selection for these, but frankly I don't notice any effect.

Tickets that I'd like attention for within minutes
Tickets that I'd like resolved in a couple of hours
Tickets that I'd like resolved in a couple of days

I hope priority does affect response time, otherwise better do away with it.

**JPC-Jim** · 12-28-2010, 12:02 PM

The tickets are placed in the queue, top to bottom depending on quite a few factors. Priority, and time the ticket was opened being two of those. Just make sure on emergency tickets, that you always submit them as such.

I will be going through all of this, and making sure that tickets are answered as they should be, emergency tickets being the first priority. Regardless of the priority though, we should have things sorted out pretty quickly, and all tickets
responded to in timely manner.

**jmoore160** · 02-04-2011, 08:44 PM

What type of progress are we making on this. We are 37 days from your post and it took 5 hours today to get attention on a ticket that has been open for days. We cannot be expected to spend hours upon hours waiting for a reply that we have to respond to and start the waiting all over again. It ends up taking an entire day for a couple of back and forth comments on the ticket.

Regards,

John