Hello!

I'm having some serious technical problems with my RaQ server. I'm wondering if anyone can help shed some light on this for me.

I'm hosted at Tera-Byte.

The support seems to be very slow and unorganized. I'm wondering if this is to be expected or what.

For example, my RaQ stopped responding (ls, programs, ssh, etc.) so I needed the web site and database data recovered. This took 3 days. Mind you, it went over the weekend, but it was still Thursday afternoon till Sunday evening.

When a company speaks about support, what should be expected?

As luck would have it, I've downed the server again. After restoring the files, I noticed that the quotas were all out of whack, so I begin removing the files that I used for the restore process -- thinking that was responsible for the quota problem. As I did this, my RaQ became less "responsive". Then, I couldn't log into the machine at all (again!).

When I contact the support people about these types of issues, I get "someone will be looking into that". I never seem to find out "when" it will be happening. My last support request to them was Monday morning -- today is Wednesday. I still have not heard back from them despite repeated phone calls and emails requesting status of the support issues.

Has anyone else had to get heavy duty support from this company (i.e. when you can no longer log into the server to work on it yourself)? What kind of results have you had? Are my expectations out of line?

Read forum rules, duplicate threads are Not allowed.

Yes, sorry. I realized too late and I couldn't delete the first one.

It won't happen again.

Contact (use "report this post to moderator") for removing and moving threads. It takes a bit of time but at least you won't be breaking forum rules.

mTubbe,

I find Tera-byte's support very helpful and they always resolve issues within 24 hours. If you are having problems as some customers do id suggest emailing steve keyser at steve@tera-byte.com he will help resolve things. Well he does when i contact him :)

I had a similar problem some time ago, they
informed me about a crash, installed the new software, it took a day. That´s ok, and I restored all after one day. my time zone is 9 hours away
and they managed that quite well.Maybe, sometimes are more crash´s than in other times. You never get an influenza if you have time for it.....


joachim

Just to finish this subject...

Once I spoke to the technician who was actually working on my RaQ, I felt much more confident about the service I was receiving.

Because of his advice, I may be able to recover much more quickly from a server "disaster".

Thanks to those who posted information on this thread.

Now, on to the next.