Mike

In an existing ticket or new one whichever you prefer. We are working on your existing issue now and will update you shortly.
Thank you for your patience

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Mike
Surpass Special Operations

medikoo

Is anybody working on my server?
Still everything is down.
Service named won't start..
In log I got messages:
I don't know how to deal with that,
I reported it right away in my ticket and it looks that it has been ignored (no response at all in 2.5 hours)

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medikoo.comvps
mariusznsaprus

www.medikoo.com

Mike

Can you continue your issue in your ticket and let us know how it turns out?
Repost here if you have any other issues with this

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Mike
Surpass Special Operations

GamingHybrid

I knwo this is old and sorry for bring it back up, but this is to be more informative than active...
All data should be backed up by your end, and not rely on Surpass. They keep a weekly backup on shared services, and allow you to setup backup options in your WHM on VPS accounts. If you need a backup restored, request via ticket. However, do not keep Surpass accountable for actions not created by them.

Also, it might seem like an easy fix when it comes to login issues, but in your case it required much troubleshooting. Normally, system files aren't an issue when it comes to login

And I agree with others that wallpapering a user-user forum is a very immature and childish thing, especially to a business. At least you apologized, but remember that such retaliation is very unacceptable and only harms the customers that use these forums.

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shakh

Regarding setting the priority of a ticket, we used to be able to select other priorities. I personally did not use HIGH all the time.

I also noticed that the Help Desk stopped sorting my tickets by order of last response.

It seems the Help Desk dysfunction is being followed up by very poor performance by support.

I would like to speak to Surpass Hosting management/administration and find out why Surpass Hosting has been such a frustrating experience lately. I might have to take my business elsewhere if things continue to go unresolved and/or get worse.

Daniel Shakhmundes

removed

You've already submitted a ticket requesting that someone from management get back to you --- you should have a response from them as soon as they've researched the issue.

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

shakh

removed: What's to research? Are you implying that the current state of Surpass Hosting such that management is that far out-of-touch with their own business? I am complaining about things the support should have been able to resolve by now.

removed: As an Abuse Analyst, you must know that server security and support are typical and daily concerns. My tickets are floating around for hours and/or days; at this point I'm wondering if the management was replaced with inferior people.

Thank you at least for paying attention to this forum and responding. I know there are a lot of people working hard for Surpass, and I'm hoping that come Monday my VPS will be humming along perfectly as it did for months (until recently).

D Shak

Dan

What management needs to research is why your tickets are taking so long to receive a response. Unfortunately our managers do not get to look through every single ticket that passes through the help desk much less remember them all so sometimes they need to go back and look at your ticket history, look at the issues you were having, and how they were handled by support and try to find a way to improve our support system.

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D4nz Net - Surpass Help Desk - NES Forever
Use the thanks button. It works!
AIM: dansorl

shakh

Hi Dan,

I understand that management does not watch every ticket (nevermind remember them all), since that is why they hire people for those responsibilities.

Can you or anyone tell me if management is active during weekends? There are no responses to my tickets since my last post here, which is a couple hours on top of the hours/days I have been waiting already.

Seriously, I am trying to mitigate brute force attacks on my VPS, which are taking down my exim mail-service. That problem is URGENT and CRITICAL, yet Surpass Hosting support is leaving me hanging on ticket JVN-844175. I have seen RackForce take care of this exact situation within a half-day, so I know that there is some serious problem with Surpass Hosting right now...

Unfortunately, it seems that the sales departments of most other hosting companies are closed for the weekend, so I can't spend my waiting time thoroughly exploring alternatives to Surpass Hosting, while I wait for Surpass Hosting to redeem themselves.

Sorry for being so grumpy and aggressive, but you understand that hack-attacks are serious, and Surpass Hosting support's complacency and inefficiency is putting my business at great risk. Months of good service are water under the bridge when my VPS is left vulnerable by Surpass Hosting support. If anything, those months of good service have kept me from committing to leaving them by now. I am just hoping they will take me seriously before the weekend is over, even though I am just one small fish with one little VPS.

D Shak