Paradigm

Hey folks,

I've probably been using Surpass since 2002. The service is pretty cheap and affordable, and I really dig it because I've never had hosting issues.

Outside of hosting, I think Surpass doesn't really offer anything else of great service to it's customers.

I had something to be done urgently, and the support team couldn't even attend to it promptly (SSL-related).

As a result, we probably lost over $10,000 in sales the past couple of sales due to Surpass' negligence.

Shame. Let it be known folks.

Least they could do is compensate for the SSL issue now that I don't even need it anymore. It's been about over a week since I asked for the SSL.

Anyway, Surpass is not a bad service - they're just much slower when it comes to customer service. And sometimes even though you tell them it's urgent, they won't attend to your needs quick enough.

Steve

Emmanuel

Steve,

I apologize for this situation, however this is not due to surpass's fault, I assure you of this. We pride in our service, integrity and support. SSL's are not fabricated by us and we use well known companies such as Geotrust.com and verisign.com due to recent increase in phishing scams it appears they have gone haywire with random SSL audit's. See their response below.

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Order queued for review
As part of GeoTrust's ongoing commitment to prevent fraud, some orders are randomly flagged for an additional security review. You have successfully approved this order, but note that it will not be fulfilled until GeoTrust completes this manual security review. Thank you for your patience.
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After days of pushing them to let us know, they reply with the below again

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Thank you for purchasing a certificate from GeoTrust. GeoTrust issues certificates based on Internal and WebTrust certified processes and procedures.

Order number 1120379 for domain ********formula.com has been carefully reviewed using these procedures. Unfortunately, your order for a rapidSSL Certificate has not met the Internal and/or WebTrust criteria for issuance and has been rejected.
Regards,
Kelly
GeoTrust
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Emmanuel

You can see above what has caused what is normally a 1 day process to over 5 days now. I have sent you a reply in the ticket with your options which include trying to use another SSL provider which cost more money, but in good faith we will absorb the difference in cost.

Paradigm

Emmanuel,

Appreciate your reply back.

I'll be contacting you back by email.

But keep in mind that SSL's can be regged within less than 24 hours from other providers - it's not something that needs to take so long.

Steve

Kayla

We have a solid agreement with our SSL provider and really are at their mercy by how long it takes them to do fraud checks and get back to us period. Rarely do these situations occur, as Emmanuel explained, thus it did not cross our mind in the essence of time to try to get the SSL elsewhere. Coincidentally it was made into a worse situation since you needed it fast. If the same thing happened to someone who did not need it so quickly, it would have turned out differently. This is truly a special case that we will definitely learn from.

swintec

I had mine in roughly 5 hours flat, of course I wasnt under a time crunch.