Emmanuel

I think it was my fault for saying anything. That was a bad word to use I apologize for that.

I have edited my response.

2. 100% managed means we provide support to you like a shared hosting plan or reseller plan.

Some examples are helping you mail issues, dns issues, ftp issues anything which comes pre installed with the server and cpanel itself. We will however not provide support for 3rd party applications. For isntallations of anything which isn't preinstalled please file a ticket. Generally if the installation will take more then 30 minutes we will have to charge.

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Emmanuel :: Surpass Hosting Network Admin
http://www.SurpassHosting.com

fwwebs5

I think this comes close to accuracy. In my experience, they'll upgrade/install Perl modules to shared servers on request of one account owner. They'll also install programs such as Ioncube or Zend for one account. I doubt that they would install a server-wide script, such as Nagios for one user. In the case of VPS, they might ensure the requirements are met so that you could install it.

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Fw Web Solutions
http://fwwebs.com

removed

No worries. I hope you can see the points I've been trying to make all along. The fact is that I do use common sense (almost) all the time, but common sense doesn't really work when someone's responses contradict themselves.

Is there any chance of getting this policy worded nicely and added to the ToS for easy reference?

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Unofficial IRC Channel: #surpass EFNet
Unofficial = No official support. Support requests can be submitted to our helpdesk.

H

Thanks for clearing that up. Makes a lot more sense and makes it relatively definitive.

I second Removed's request.

Emmanuel

Sure I totally understand your questioning. Infact I appreciate it because different people see things in different ways. I think you helped us realize the but's and if's. You gave us a prespective client view on doubts. So if you questioned it am sure others will and we don't want any confusions.

I will work on a generic list and we can continue to amend with time and as special requests come. Over time it will get as close to perfect but not perfect.

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Emmanuel :: Surpass Hosting Network Admin
http://www.SurpassHosting.com

removed

Sounds good to me - thanks for being a good sport. Feel free to shoot a message my way if you're looking for ideas.

__________________
Unofficial IRC Channel: #surpass EFNet
Unofficial = No official support. Support requests can be submitted to our helpdesk.

Cats-Computing

Sorry, but the term 100% managed or fully managed to me means you do everything at no extra cost for us, as that is a real managed provider.

BTW the managed description including restoring backups is crap, I tried to get a backup restored and surpass said I had to pay $15 for that to happen so I said I thought it was covered in management and they said it wasn't. So which one is it?

All in all, we were displeased with your "100% managed" services.

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RIP Joey

Emmanuel

thank you, will do as in my opinion you are very knowledgeable all around and could use your input.

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Emmanuel :: Surpass Hosting Network Admin
http://www.SurpassHosting.com

Emmanuel

that is very wrong whoever told you that. I apologize I will not only correct it but I will make sure you are compensated for this error in one way or another. Cat's please tell me the ticket # I have seen level1 techs give this reply to dedicated clients when it is meant for shared / reseller clients. I have already warned them 2 times about this.

At times they don't read of the top of the ticket where it says which type of service the client has. So they assume it is shared / reseller and give the response of the fee. This is totally an error on our part and have to beat on level1 techs head to be more careful.



Email me as this is off topic esurpasshosting.com

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Emmanuel :: Surpass Hosting Network Admin
http://www.SurpassHosting.com