Tamsin

Last night my domain (essencero.com) was suspended due to the high traffic and resource usage it requires causing excessive strain on the server - I was slightly taken aback by the lack of warning prior to its suspension, but it's fair enough.

Basically, I was told that the resources it requires demand that it's moved to a dedicated server - since I already have a dedicated server with you in addition to shared hosting, this seemed like it would be a quickly resolved issue. However, after inquiring as to how to go about transferring my domain to my dedicated server (as well as upgrading the bandwidth and installing cPanel on this server) about a day ago, I've yet to receive any kind of response. I've posted in the (now two) helpdesk tickets concerning this matter several times asking for simply an indication that it's being looked into, and have yet to receive any further communication whatsoever.

This is an extremely serious issue for me - I have a website community of several thousand users, and I've answered 200+ emails today alone from users asking about the status of the website. However, I'm unable to sufficiently respond to these emails due to the lack of helpdesk support I've received.

At this point, I am quite willing to obtain an EPP auth key and transfer the domain to another hosting provider if it'll result in a faster resolution. However, requests for a transfer key have ALSO yet to be responded to, and I'm pretty much stuck in limbo with no viable solution until I receive some input.

Wasn't sure whether posting this on the forums too would help speed the matter along any, but I figured it couldn't hurt. Any help you can give me would be appreciated.

removed

I handled your abuse ticket last night. You asked some questions about upgrading your server, so the ticket was moved to sales. Sales will get back to you shortly.

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removed

Also, I noticed that you "bumped" your ticket several times to try to get a faster update. Since tickets are answered in the order received, doing this simply moves your ticket back to the bottom of the queue...

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Tamsin

I know it's already been moved - I'm just concerned about the time it's taking for general communication on this issue, since all my previous support tickets have been answered (and resolved) extremely quickly on the whole.

removed

I understand. I've asked someone to look into this as soon as possible -- they should be getting back to you in just a few minutes.

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Tamsin

That's wonderful, thanks very much. I wouldn't be so concerned if my email inbox wasn't getting utterly flooded with complaints/queries/panic attacks, so I'm taking that out on you guys a little, sorry!

wgm

Done that in the past myself, just have to be alittle patient (can go a long ways).