Onderwerp: SuperRacks.net/eu/com, our servers DOWN 10 days no reply from support

Good Day all.

We are working with superracks for over 4 years and we always prepay servers upfront for six month and so,

Our servers are down for over 10 days now
And support dosen't reply us nor doing anything
We write few times and got very stupid unprofessional reply
provide us with server id , but we have never provided server ID nor anything all support was managed by ip and we have tons of tickets recorded in our mail.

Kindly we would like to take legal step against that company our servers down business got a damage and we need more information on that company who ever can provide and help, thank you very much in advance !!!!

never seen such bad services as superracks provides in last 2 weeks.

What exactly do you rent / buy with them?
Also, mail is nice, but why don't you give them a call and ask to speak to a supervisor?

If they really refuse to assist you, move on to a better provider, don't waste your time on hoping to get an answer with them.

Oorspronkelijk geplaatst door ServerBoost

What exactly do you rent / buy with them?
Also, mail is nice, but why don't you give them a call and ask to speak to a supervisor?

If they really refuse to assist you, move on to a better provider, don't waste your time on hoping to get an answer with them.

Hello we rent servers but after my post here they have took action and server is working again sad that it took 12 days

they just wrote us that they had problem with ticket system
for last 4 years i had no problem with them so i think they really could have some problem

regarding phone number we dont anything from them we'll ask now.

Look for a decent provider, 12 days downtime is never acceptable, even not when the datacenter burned off ...

Richard <support@superracks.net>
date Sat, Aug 28, 2010 at 2:31 PM
subjec: server down
hide details 2:31 PM (3 hours ago)
Hello,

We are not actually superracks. There seem to be a issue with Superracks staff. We are helping them out, but they are also unreachable for us. Our director is currently trying to negotiate with the Superracks director if its not better if we take over their business.
We will keep you posted.

-

this is the mail i got from them not clear who is who
hope things are clear and going to work out for everyone am starting to be worried very worried

It appears they're in the middle of a takeover/buyout...

This is correct. Superracks is in transition of owners.

All shares in Superracks are taken over by Eureka Solutions. Eureka is also the owner the Swiftway brand.
The business Superracks will stay independantly Superracks - at least for the foreseen future.
Currently there are some unexpected issues and problems, that we try to tackle as soon as possible.
Unfortunately, the agreement made between former shareholder and Eureka Solutions does not allow for more disclosure.

Monday the 30th of August, two very competent Dutch engineers currently working for Swiftway, will start full time employment with Superracks and will help to smoothen the process of transition.

well not giving us a services its bad we're 4 years with superracks at least you guys could reply me because you guys have got over 5 emails on reply not to the point at all,
please let us know is all going to remain same or we shall switch to other providers ?

Oorspronkelijk geplaatst door Swiftway-UK

This is correct. Superracks is in transition of owners.

All shares in Superracks are taken over by Eureka Solutions. Eureka is also the owner the Swiftway brand.
The business Superracks will stay independantly Superracks - at least for the foreseen future.
Currently there are some unexpected issues and problems, that we try to tackle as soon as possible.
Unfortunately, the agreement made between former shareholder and Eureka Solutions does not allow for more disclosure.

Monday the 30th of August, two very competent Dutch engineers currently working for Swiftway, will start full time employment with Superracks and will help to smoothen the process of transition.

With "you guys" you're already refering to Swiftway? While you probably know they didn't personally get the notifications you sent (but that the previous owners did), yet blaming them for all issues?
He explained in this post that they are in the progress of taking the company over, given the situation, I don't think it could've been a very smooth transaction anyway.
Knowing Swiftway on these forums and the company behind it, I don't think that there would be many other companies around doing a better job at it.

Besides, although it has taken quite some time, your current issues have been solved. The reason given is more or the less reasonable, so I'm not really sure what you're still trying to achieve here.
I'm sure all clients will get proper communication from Swiftway once they can provide it to you, there's no point in trying to drag more information out of him on public forums when he says he can't give it yet.

Oorspronkelijk geplaatst door webhost2

please let us know is all going to remain same or we shall switch to other providers ?

Actually we hope, that we can improve the odd thing or two. The Superracks staff did a great job at providing customer service and we appreciate that. Transition is always a challenge and always provides a learning curve for any new staff introduced and added to the firm that was taken over.
We believe, that adding several very experienced onsite technicians will help to improve the great service you enjoyed from Superracks.

To go into depths what happened:

It seems, that the communication error was caused by a rapid and repeated opening of new tickets by this client about the same issue - this caused our ticket system to regard clients requests as SPAM.
At some point, our support supervisor found the false positives and assigned the ticket to a support engineer. The support engineer, assumed the server was a Swiftway server and asked for the server ID.
In Swiftway, we use server IDs to ensure, that the person who opens the support ticket, is the actual owner of the server. I think this forum will confirm that anyone on the Internet can track your IP address and your service provider. This is why we feel, that identifying yourself as the customer with an IP address only - is not the safest way to ensure, that no one can abuse the system.

So this caused the confusion and a part of the delays. Once we cleared this up, we logged in to the APC unit with the APC login credentials given by the client, and rebooted the server for the client.

yes it was very fast after i wrote that i'll post on forums
well 12 days downtime it's not a joke you guys were not replying me for 12 days
if it would be 12 hours i can say that there is a mess but 12 days comeon
someone must take responsibility full one

Oorspronkelijk geplaatst door Swiftway-UK

Actually we hope, that we can improve the odd thing or two. The Superracks staff did a great job at providing customer service and we appreciate that. Transition is always a challenge and always provides a learning curve for any new staff introduced and added to the firm that was taken over.
We believe, that adding several very experienced onsite technicians will help to improve the great service you enjoyed from Superracks.

To go into depths what happened:

It seems, that the communication error was caused by a rapid and repeated opening of new tickets by this client about the same issue - this caused our ticket system to regard clients requests as SPAM.
At some point, our support supervisor found the false positives and assigned the ticket to a support engineer. The support engineer, assumed the server was a Swiftway server and asked for the server ID.
In Swiftway, we use server IDs to ensure, that the person who opens the support ticket, is the actual owner of the server. I think this forum will confirm that anyone on the Internet can track your IP address and your service provider. This is why we feel, that identifying yourself as the customer with an IP address only - is not the safest way to ensure, that no one can abuse the system.

So this caused the confusion and a part of the delays. Once we cleared this up, we logged in to the APC unit with the APC login credentials given by the client, and rebooted the server for the client.

Swiftway pointed out you caused a spamtrigger to flag your tickets, above that I'm still not seeing why you're blaming swiftway for something that was probably your or the previous provider's error..

Oorspronkelijk geplaatst door Wynand

Swiftway pointed out you caused a spamtrigger to flag your tickets, above that I'm still not seeing why you're blaming swiftway for something that was probably your or the previous provider's error..

i dont know who to blame id love to see you if your servers were down for 12 days

Oorspronkelijk geplaatst door webhost2

i dont know who to blame id love to see you if your servers were down for 12 days

That's why I have everything colocated in a 1/4 rack 60KM from my house, even on foot it wouldn't take me 12 days to walk that distance.
I agree it should've gone faster, but if the issue got fixed with a simple powercycle, an error or misconfiguration lies at the cause of it.
Unless it's a hardware, network or power issue that the provider was supposed to take care of, you're completely responsible for any errors made on the dedicated box causing it to require a powercycle. You just got quite unlucky by having issues at the wrong time. It does surprise me that the previous provider didn't grant you access to the powerswitch though.

Swiftway isn't an unreasonable provider (yes, I'm a client of them too), I'm sure you can work something out, but there's zero point in doing that in a public forum, as no user but Swiftway can mean anything to you here. These boards aren't an alternative to each and every hosting provider's support desk...

you're right
but it still took to reboot server 12 days and i dont care who took over the company
i pay for server daily
i dont want anyone to look bad or so it's just that i had server down for 12 days
and my business got damaged big time, and simple reboot took to do 12 days
i repeat damn 12 DAYS )
comeon do you think am bored going to complain in here i waited 12 days to have things solved i had no other place to go
emails no reply
phone never provided to us
forum - yes after my post and that i mailed them telling them i'll be posting on forums it was solved after 25 mins.

again thanks for support but 12 days bad time or call it how ever its still 12 days

Oorspronkelijk geplaatst door Wynand

That's why I have everything colocated in a 1/4 rack 60KM from my house, even on foot it wouldn't take me 12 days to walk that distance.
I agree it should've gone faster, but if the issue got fixed with a simple powercycle, an error or misconfiguration lies at the cause of it.
Unless it's a hardware, network or power issue that the provider was supposed to take care of, you're completely responsible for any errors made on the dedicated box causing it to require a powercycle. You just got quite unlucky by having issues at the wrong time. It does surprise me that the previous provider didn't grant you access to the powerswitch though.

Swiftway isn't an unreasonable provider (yes, I'm a client of them too), I'm sure you can work something out, but there's zero point in doing that in a public forum, as no user but Swiftway can mean anything to you here. These boards aren't an alternative to each and every hosting provider's support desk...