medikoo

I can't believe in this.

10 hours ago I've submitted ticket with high priority.. that for unknown reason I cannot login to my VPS account.. my sites were working I just couldn't log in using any account.. I couldn't login to Virtuozzo panel as well..
It means that my account has been hijacked or something else bad happend..

I have no response from support until now!!

A while ago I noticed that all my sites and IP's stopped working!

Why I just should watch this.. without any help from you !?

markscns

It may help to post your ticket ID number here for any support personnel browsing the forum. Keep in mind, this forum is mainly a user to user forum.

I hope your problem gets taken care of soon though.

medikoo

It's WOH-364759 (main) and QTC-843195 (reminder after 10 hours!!)

It's unbelievable.. I inform them that I cannot access my account that there's a big risk that my account has been hijacked.. 5 hours ago my sites were still doing file (few hours after posting first ticket!).. now they are gone!!
Such ticket should be processed immediately!
It's the most useless support I've ever been dealing with.. I need to seriously think of changing hosts.. as it's TOTALLY UNACCEPTABLE!!
It wasn't like that at my first months with surpass.. what has happened?!?

In 20 minutes I think I'm going to loose my patience and I'm going to wallpaper all forum with that message :/

P.S. Few days ago I had other problem which after 15 hours(!) of down time I resolved myself - UNTIL NOW SUPPORT DIDN'T RESPOND MY TICKET ADDRESSING THAT ISSUE - now I'm unable to resolve current issue by myself and it looks there's no support to help me either :/

markscns

Do realize that all tickets are sent as the same priority (you would have noticed that when submitting your ticket that you could not change the priority). And thus, most tickets are handled in a first come first serve basis.

What you do not want to do is reply to a ticket that has not been answered yet, as that just moves the ticket back to the end of the line more or less.

If your sites are mission critical you may want to pursue a dedicated server, as that comes with phone support and you could call to get your ticket looked at quicker.

medikoo

Mark please..
Do you want to tell me that to have any support I need to buy dedicated server!!??
Are you joking ?!?
I'm already paying not for cheapest service and I demand support as I was promised that by surpass!
I didn't reply to my tickets!! I know that if I reply my ticket then it will go to end of queue that's why I don't touch them until I receive reliable answer.
Ticket WOH-364759 was posted yesterday about 12 hours ago.. all reply I got is that it goes to higher level of support.. and I didn't reply to that - I was just patiently waiting..

Do you think that waiting 12 hours for support reaction is still not too much
I think you should see how most of other hosting companies work - In normal circumstances after 30 minutes my problem would be cleared but at Surpass IT'S 12 HOURS AND I CAN'T BE SURE WILL IT BE EVER ANSWERED. :/

If moving server wouldn't be that painful I would move to other host right away.. it's unthinkable!! ..and it's unthinkable that users like you Mark just try to tell me that's it's normal. and that I should pay hundred bucks more to get any support.. !!

By the way all that tickets have HIGH priority as I stated in first post (have you read that Mark?).. however I don't think that priority change anything.. You know HIGH priority tickets are not answered after 12 hours... what about normal priority then.. ah I remember.. lately I send ticket with normal priority (no rush issue really) and I think after two weeks I got an satisfying answer - well done Surpass :/

markscns

I am not saying that, and the fact that it was moved to third level support means they are trying to fix the problem for you.

I agree, perhaps they are overloaded and need more support personnel. And I don't think you need to move to a dedicated to get better support. Just realize that in a non-dedicated environment, you do not host anything that you rely on for income. At any host for that matter.

medikoo

Mark most users on shared accounts host things that rely on their income.
It was never about level of support but about what you really need for your site.
If your company site would need just 5 static pages with 200 visitors daily.. would you go for dedi.. just for sake of phone line support?
I don't need what dedi gives - VPS is totally fine for me.
By the way I didn't know that users on dedicated servers got more dedicated support.
Anyway I don't need phone line and 5 minute service - it just would be helpful if someone would be able to look into my issue within an hour.. now it's 13 hours.. and no sign of support :/
I'm really now talking about ANY support not quick support. I'm just asking for ANY support right now.

Mike

im on it mediakoo
gimme no more then 10 min...

medikoo

ok.. finally.. huh.. thanks