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

Oorspronkelijk geplaatst door webhost2

forum - yes after my post and that i mailed them telling them i'll be posting on forums it was solved after 25 mins.

I can assure you, that posting on the forum had nothing to do with it.
We actually rebooted the server, with the APC remote login credentials that you have given to us. This means, that you could have rebooted the server yourself at any time.

But its odd that your mails flagged as spam in our system, very unfortunate.

If the people taking over from Hans (client for over 10 years, no clue what happened to him) are so experienced; why does it take 3 days already for them to set register_globals on a per-domain setting?
With Hans this would have been fixed within minutes.

Can anyone recommend a company as flexible, understanding, supportive and cooperative as superracks 'was'? We as a 'first class' company can not afford this. It will ruin our business in days.

Oorspronkelijk geplaatst door chester

If the people taking over from Hans (client for over 10 years, no clue what happened to him) are so experienced; why does it take 3 days already for them to set register_globals on a per-domain setting?

Several reasons. First, you have a unmanaged dedicated server. Second, because you use a control panel, that overwrites any manual change to the configuration file and third because the documented fixes (.htaccess and php.ini) do not work on your server.

To find out why they do not work, we would have to invest a considerable amount of time to get to know your unmanaged dedicated server, since we did not manage it before and are not familiar with its configuration.

The keyword is here: unmanaged dedicated server.
If you like to upgrade to a managed dedicated server, you should talk with our sales department.

Oorspronkelijk geplaatst door chester

If the people taking over from Hans (client for over 10 years, no clue what happened to him) are so experienced; why does it take 3 days already for them to set register_globals on a per-domain setting?
With Hans this would have been fixed within minutes.

Can anyone recommend a company as flexible, understanding, supportive and cooperative as superracks 'was'? We as a 'first class' company can not afford this. It will ruin our business in days.

Just make a request in the right forum section and you'll probably receive offers from multiple companies.

Oorspronkelijk geplaatst door Swiftway-UK

Several reasons. First, you have a unmanaged dedicated server. Second, because you use a control panel, that overwrites any manual change to the configuration file and third because the documented fixes (.htaccess and php.ini) do not work on your server.

To find out why they do not work, we would have to invest a considerable amount of time to get to know your unmanaged dedicated server, since we did not manage it before and are not familiar with its configuration.

The keyword is here: unmanaged dedicated server.
If you like to upgrade to a managed dedicated server, you should talk with our sales department.

Dont tell here that an control panel should be an problem to make custom changes without being overwritten due the cp.... Its very common to make custom configurations.....

Just a suggestion.. if you don't spiek very goed Inglish, then don't.

I would say that Swiftway should just provide a clear description of how any Superracks client can contact them (just in case the client in question is unaware of that), and then just get this thread closed before it escalates into yet another drama soap.

Oorspronkelijk geplaatst door Apoc

I would say that Swiftway should just provide a clear description of how any Superracks client can contact them

Clients can contact Superracks by contacting superracks on their standard Email addresses. Superracks has their own staff now, two managers from Swiftway are still helping with the management, but this will also stop from next week. Superracks will be a independent entity with their own staff members and dedicated team.

Oorspronkelijk geplaatst door Mikey

Dont tell here that an control panel should be an problem to make custom changes without being overwritten due the cp.... Its very common to make custom configurations.....

Its not a control panel the new Superracks staff is very familiar with. So there is a learning curve. I like to again point out, that this concerns an unmanaged server (unmanaged means, managed by client).

Does anybody have some phone numbers of this "new staff". I'm getting crazy by their "slow" responses >3 days, which includes no info on my questions at all (they are stalling). If I ask them which package I'm paying for, they just ask me what I think I have. They don't have any logins to any of the old systems of superracks I think.

I want to move my domains and get the locks off the .com and authcodes, but they aren't helping in any way. Probably because they don't know or don't have logins to the registrar sites.

They are probably on the edge of Bankruptcy if they continue to deliver no service and response.

Oorspronkelijk geplaatst door fusionict

I want to move my domains and get the locks off the .com and authcodes, but they aren't helping in any way. Probably because they don't know or don't have logins to the registrar sites.

Its a pretty messy backend, but i know they do what they can.

Oorspronkelijk geplaatst door fusionict

They are probably on the edge of Bankruptcy if they continue to deliver no service and response.

Do not worry about this, it will not go bankrupt. The firm that owns Swiftway is paying the bills for Superracks while the new staff is trying to piece the puzzle together.

Again no answer on the question!? Do you have a phone number of your staff? As you have time to respond here, trying to protect some of your company's name. Why don't you try to help your customer out here? As my tickets are clearly in Swiftway's support system.

Jordy

Unless you contract says otherwise, you only have mail support. They, and no one, are in no way obligated to provide you phone support.
The phone number they provide (not sure so which clients) is for emergency cases only.

Are you part of Swiftway? Yes i have a full managed service. Which includes 24h support. That number is not reachable since they took over. Only discuss if you know where your talking about, your comment has nothing to do with it. Their support hasn't answered anything in the last 10 days.

No, just a happy customer.

Oorspronkelijk geplaatst door fusionict

Why don't you try to help your customer out here?

Because this isn't the officiaal helpdesk forum for the company, the rules of WHT clearly state that its not a helpdesk platform for hoster and their customers. That you ask for some answers fine, but don't ask and aspect for full support in this forum (that isn't why this forum is made for).

Oorspronkelijk geplaatst door fusionict

Again no answer on the question!? Do you have a phone number of your staff?

Not at this moment, but the team of Superracks are working hard to get the VOIP number transfered to their own.
There are no open old tickets from you in the queue, only some new ones. So something must have gone wrong with yours. I advice you to send the request again.
If you indeed have full management with 24hour support by phone, make sure to include the agreement with the new ticket.

I just partially solved one issue for you. The other part, i will help solving once you made sure your part of the agreement and obligations has been fulfilled.