Vizibelli

Hi,

First, sorry by my bad english.

I´m a customer for some years and one thing I loved at Surpass was the very quicky answer from support. When friends asked me about surpass I always said: "they are realy fast. 15-20 min to answer".

But sadly I cant say it any more. Maybe they are having so many issues and support staff are very busy, what is no good anyway.

Some weeks ago my site was shutdown because it was causing SQL overload.
Very strange because I changed nothing at any file since the server had a rootkit problem last december/january.
But we could fix it. Admins told me they would monitor the site and let me know if we had any problem.

Now my site was shutdown again with same problem.

I answered the ticked only 13 minutes after it was created by support, asking support to enable the site and I would do what I have promised when we had the first problem (I would completely remove the afected component from my joomla install).

Than support took an incredible 20 hours (and my site down) to just ask me what would I do to solve the problem.

Hey... some one there read our messages? I said I would remove the component... Bu I only can do that if I have access to the site.

What I said when the first problem happened: " I´ve made some adjustments at the SEF component. I hope the issue has ended.
If we are still getting server overload, please dont take my site down. Just let me know and I will disable the SEF component at all."


Now I´m up here untill 2AM waiting some one from support to read my message and give my site back.
I know that SQL overload is a problem and I understand that taking my site down was necessary. I´m not mad about that. I´m mad about waiting almost 30hours now for an action from support when I took only 13 minutes to contact you when you called me.


Last December my site became completely use less. Support told me my Joomla files (and others) were infect.
They made me check all files 3 times. No file had any difference from the fresh original ones, but support insisted my files were infected.

More than a month (december/january) passed with my site useless and than someone at support told me the server would be shutdonw because it had a rootkit instaled.
Hey, my files were clean, my site useless and the server with a rootkit for more than a month.
That was not fast...


I Loved surpass for years, but...

Ricardo

Vizibelli

And no response from the excellent suport staff yet.


My site is down for almost 42 hours now.

Thomas

Vizibelli,

What is your ticket ID? The only reason a support ticket would go unanswered for 42 hours is because it was never received. Once you respond with your ticket ID, we will expedite this issue for your immediately, thanks!

__________________
Thomas
https://desk.surpasshosting.com/