Kayla

I made that comment after the fact when she wasn't even angry anymore. But we get a lot of threats and angry posts in this section which sometimes I cannot understand.... and after a while you kind of want to tell someone that it doesn't help. Because it doesn't.. I am nice to everyone and treat everyone equally, no matter the mood. But how can someone automatically know that about someone or a company? They can't. I appreciate your concern though.

JackStyles

I haven't had many problems at all with the support. I would like to have an "emergency" phone number to find out what is wrong when my site, along with surpass / surmunity is down. But other then that I haven't had many problems.

Although the made up names on the Email replies is kind of strange. I mean unless there are really 50+ people working there in Support, and they sometimes send out the exact same replies under different names. But no real problem.

Jared

There are no 'made up' names.

Daniel

And there are probably closer to 70 or 80 people in support.

EVO|Toby

The support software Surpass uses has "predefined replies" which is a prewritten response for a frequent problem, or troubleshooting steps etc. I know I use them, so I wouldn't be at all surprised of Surpass made use of them for things too.

palmettostar

I feel your pain! I've been hosted on server Sh101 since I joined Surpass about a year-two years ago (don't remember exactly) and when I first joined things were great, had no problems what so ever. Within the last three or four months, however, the service has gone downhill. Half the time, my website won't load and I cannot connection to my FTP because the server is down; I can't receive email either. I, like the OP, have sent in a few tickets only to be told that there is no problem or that it seems to be working fine - of course it is, because it's always back up by the time someone replies to a ticket.

I have debated moving hosting companies since all this started because every reply for a support person is a beat around the bush kind of answer instead of fixing the problem. With my website being down at this very moment, I've decided I won't be staying with Surpass anymore. I understand that every hosting company will have some downtime, and I understand that sometimes things need to be fixed but it's quite ridicilous when you have downtime EVERYDAY and no explaination as to why it's happening. It was good while it lasted.

NativeSon

i want to co-sign the same complaints. i had a recurring thread whenever the site went down and all i ever got from support was "well, its working now". luckily Kayla was much more helpful, but it still doesn't solve the fact that my site slows to a crawl frequently and goes down for minutes to an hour at a time far too often. Support even had the gaul to say that the frequent down times were excusable because "in comparison to how long it's up, the downtime is negligible". thats HORRIBLE customer service.

i've given up even trying to go to support when things go down because i know that it'll correct itself before they even reply. at this point i'm considering just letting the issues go while i take the time to research a better host and find a suitable time to switch.

Kayla

I can't find this exact phrase in the helpdesk - can you please give me the ticket ID where this was said?

NativeSon

that was paraphrased, but i found the original ticket

TTW-754058

The problem was that it wasn't 30 seconds every few days, but several minutes every other day, and thats only when i happened to notice it, so it could have been daily. My users have gotten used to it and just brush it off, which should not be acceptable. To suggest first that downtime falls within statistical error, then that each issue takes less than 30 seconds to resolve when i know it doesnt and have complained about it many times before, is really disappointing