I'm currently having major problems with a server from e-servers.biz, i did a routine reboot of ensim and when the server came back no control panel could be accessed, although the exisiting websites that we had setup were online.

After contacting their support by icq i was told i'd have to deal with it by myself or pay $90 an hour to fix the problem so i tried to fix it myself. Still didnt have any luck.

Then contacted them back and i was told i should of submitted a support ticket and that i should listen in future as i was told to submit the support ticket at the time of the problem, which i know very well didnt happen and i have check through icq logs.

After submitting the support ticket i waited 8 days before coming onto this Message board and asking for advice/help. The only answer i have had from E-servers is that Ensim still havent replied.

I've asked to cancel the server but have been told i'll still need to pay for next months bill even if that means me paying for a server that is unuseable, the other option is to have a rebuild done for $75.

I find the way i have been treated by e-servers unacceptable over the course of me having the server and dont see how i could continue doing business with them, especially since i dont believe i'll ever have a working server if i stay with them.

Anyone got any ideas/advice for me, also please tell me if i'm looking at this from the wrong angle.

I'm not exacually sure, but am assuming that eservers provides unmanaged servers... so you can't really complain for them not jumping in to fix whatever you messed up with the control panel.

with unmanaged, if you break it.. you fix it.

James, ENSIM is one of the hardest Control Panel's I've found to manage, and I think eServers stuggle a bit with the support for it.
If you wanted a managed server eServers do those, but they cost more. With an unmanaged server you are provided the hard ware and you have to sort any software issues yourself. eServers are charging a moderately low hourly price in comparison to some companies / techs.

I used to have PLESK and then changed to Cpanel, and the support I receive for both is great, and well, for $139 per month or what ever it is, its a bargain for the support.

My advice.. if you dont know what something does, dont touch it, and ask their advice, and they will give it if they know it.

Got to agree with kdghsu's point of view here.

Jamesoh,

Go down to the the section where people are looking for work and try to find someone to fix it. That way it will cost you a lot less than $90 an hour.

sorry for your problems but isn't un-managed servers means you brake it, you fix it??

After submitting the support ticket i waited 8 days before coming onto this Message board and asking for advice/help. The only answer i have had from E-servers is that Ensim still havent replied.
I noticed most repies overlooked that part. Why is that?

Sounds to me like the complaint is no longer about the problem itself, but about the fact that after Support ticket was submitted, little or no action was taken on the part of eServers. The poster now feels like eServers has left them hanging in the wind and came here for some answers/support.

I only wish I knew about Ensim or Advanced Server Admin so I could offer some help. Doesn't seem to be much being offered here, at the moment. Except for the last post that is. ;)

What happens when you try to restart Ensim from the SSH / telnet prompt?
/sbin/service webppliance stop
and then
/sbin/service webppliance start ?

Originally posted by Website Rob

I noticed most repies overlooked that part. Why is that?

Sounds to me like the complaint is no longer about the problem itself, but about the fact that after Support ticket was submitted, little or no action was taken on the part of eServers. The poster now feels like eServers has left them hanging in the wind and came here for some answers/support.

I only wish I knew about Ensim or Advanced Server Admin so I could offer some help. Doesn't seem to be much being offered here, at the moment. Except for the last post that is. ;)

This was cause, we have ICQ contact and was keeping him informed via that .... As he doesnt seem to like a ticket support system.... :eek:

Initiate a chargeback and find a provider that doesn't speak to you in such an unprofessional manner.

Also check the stats of postgreSQL / postmaster - /etc/rc.d/init.d/postgresql status
Try and restart it and see if you get any errors.

One of the nice things about RackShack by the way is that they have active forums and I believe the biggest ensim support area (much more active and helpful than ensim's own UBB forums)

e-servers are pretty good - however, I have found that there are alot of hidden charges.

I suggest e-servers have a table of fees or similar (on their website - NOT FORUM! :D) so we can see exactly what we need to pay for and how much it costs.

It's smart in a way by keeping fee's to yourself, and only letting customers know when they are in a predicament - as there is a GOOD chance they will pay for it 'just to get their server online'.

However, for a situation such as this, I dont think e-servers should be held accountable (which they haven't been) but perhaps could have pointed the complainant to the right direction for ensim support.

Alot of people have been posting here lately for small support issues. Rather than wasting your time complaining here about your issues with your control panel, rtfm, read up on ensim support forums and do some digging around.

I cant think of many mature companies which would jump into your box and debug software for free - it just doesn't happen.

Originally posted by hosticle

However, for a situation such as this, I dont think e-servers should be held accountable (which they haven't been) but perhaps could have pointed the complainant to the right direction for ensim support.


We did direct him, we even opened a support ticket on the forum, shame ENSIM has real bad support....


Originally posted by hosticle

I cant think of many mature companies which would jump into your box and debug software for free - it just doesn't happen.

We also did this, but he has erased/deleted the secure.crt file, and ENSIM will not run the webppliance without the correct file. Can’t even copy it, as it has the hostname/ip etc, details in it..

Shazad

In that case $90 would be money well spent!

There is always two sides to a story, and there it is :D

It's a shame people rely on control panels more than their own knowledge of how operate in a *nix based environment. There are awesome resources around to learn - so for people thinking of starting their own hosting company -

buy a cheapie box (even a 486!)

play with it for 6 months or so - this will give you enough time to crash it enough to know what NOT to do :D

when you are confident - buy a dedicated box :P

Now, we got a thread happening!

Glad to see things are balancing out.

We did direct him, we even opened a support ticket on the forum, shame ENSIM has real bad support....
Question: When you buy a dedicated server from Eservers.biz (or rackshack for that matter) is Ensim obligated to give you support, or since presumably Eservers & Rackshack are getting Ensim for a reduced rate is it there responsibility to support the end customer?

i did not delet the server.crt, i rebooted the server and since then it hasnt worked.

Can i also ask does 'Dedicated Server' mean unmanaged because i cant find any meantion on the eservers.biz site about what is my responsibility and what is their responsibility.