I have a small 5gb reseller account with eirca.net since 3/2008 and it was working perfect becasue the uptime was good in the first couple months but for the last three months they become horrible, They even did not cut 50% when their monthly uptime go under 99.9% as detailed in their website! They just deny 40 minutes of the down time :) I don't care about one month 50% cut but reseller hosting is no thing without support and backup, I think no body object with that.
Let get in the real stories, Agree you over 18 before read this.
I got two major issues with them they can't resolve.
The first case start in july and it was about an account was transferred by their support which forgot to change the mssql ip in the web config file and that cause all data been written on the old host until they remove my account after one month which I've paid just to be safe, I just give them another backup for the same custom made script to upload it on their mssql then we'll rewrite the last month data but they could not do it!! Do you believe it ? They just can't get the script working while it was working for a month on the same server using the old host sql server which mean the issue in the sql server but they can't do it and did not help.
They told me you have to move the account to another new server to solve the problem but I have to delete it then add it then reupload all files, mysql and mssql data on the new account. The magnificent hsphere clustered system can't do server to server account transfer in the same cluster!!
This client just cancel his account and asp script then moved to another linux server.
The secound case is account has many of it's account contents deleted for unknown reason, I guess they lost the data with or after the last big down issue they had this month. The website stop working in 15 OCT 2008 so I just asked them to restore 14 OCT 2008 backup as they told me they keep 30 days backup in the presale conversation which I still keep.
The first respond from eirca.net was why you need this backup ? I told them the website lost a lot of it's contents for unknown reason (It's could be hardware failure) Then they talk a bit about backup restore make heavy load on the system!! Just imagine that a single small account restore will effect the whole world class clustered system.
Now they refuse to restore the backup and telling me that 30 days backups is for their emergency only, They keep 30 backups for 30 days just for their use !! Why not to have monthly backup only ?
What kind hosting company refuse to help a client spent a month entering site data and find half of his site data deleted for no known reason ?
In fact what kind of hosting system allow this to happen ?
They don't have log files or any control on their system, They appear to be some one else resellers just like the rest of us here.
Not to mention some clients just leave with no comments, I don't know what happen with them and the anonymous ticket support integrated in the hsphere control panel.
ps. With these two cases the support ticket response time was 24~72 hours for each single line reply.

In fact what kind of hosting system allow this to happen ?
I don't the issues you have experience have anything to do with the Hosting System, rather the poor management of it.
Any case where a host loses client data completely isn't acceptable, and I'm sure a response from eirca would be forthcoming.

I'm sure a response from eirca would be forthcoming.
That would be some thing new :) But very welcomed ;) Because I'm waiting 24~72 hours to get single line reply to my tickets.

Regarding specific issues in this thread:
Any period of downtime, if documented, will be both publicly viewable on EIRCA Live and handled by our accounting staff. 40 minutes of downtime, if that's accurate, is not enough to get a refund for 99.9% uptime guaranteed, however, as it is not equal to 0.1%.
I do know your account from the ticket/issue references, and support have worked tirelessly with you (which I have been alerted to by ticket flags), going way, way beyond what is normally included, checking code, for example, doing outside checks on domains, digging through logs to find code errors such as the one you referenced with the IP on SQL.
The system can do a server-to-server transfer, but you demanded that we do a full backup of your data, store it for you indefinitely and wait for you to delete the account and move it to another SQL server instance. Our staff did that for you 7 times, fresh manual backups and all, and even pro-actively updated your ticket with response types of "...whenever you're ready".
Backups: Our staff clearly stated to you, Abdulaziz, that backups are available for emergency restoration. Your response was actually that you knew this and it was just that you had a coding issue. By the way: One account having a missing folder because it was manually deleted via FTP does not constitute "account has many of it's account contents deleted for unknown reason". That's taking a masssive liberty with your review, Abdulaziz.
They don't have log files or any control on their system
This one has me baffled. Logs are available through Web Options in the CP, and we control the entire system.
I am beginning to get the impression that you're just making things up for dramatic effect, it's really unfortunate. It's also a MASSIVE strech to insinuate that your clients leave for any reason related to us.
I apologise that you believe the above issues are all our fault, and we have not assisted in any way. I can assure you that if you look back at the tickets, you'll see that our staff have assisted at every possible juncture. If this is not to your liking, I can only suggest that we are not the right provider for you and perhaps it's time to move on and fine one that better fits your needs.
I wish you luck with your new provider. Next time you submit a review, though, make sure to stick with the truth. Omitting masses of information is not at all fair to the provider you are reviewing, whether it be us, Jodohost, or GenericHosting.com
While you may reply to this thread, I will not. I will be happy to discuss any issues with you through the proper channels, but as the thread is already full of potential land mines (which I would love to post and show the truth on), I can not, and will not.
I don't the issues you have experience have anything to do with the Hosting System, rather the poor management of it.
Nice loaded comment, Yash. I expected nothing less. Get the facts before trying to insinuate we don't know how to manage our system, and learn some proper etiquette.
Simon

>> going way, way beyond what is normally included,
I request account transfer and backup restore, Name one hosting provider wouldn't do this.
>> digging through logs to find code errors such as the one you referenced with the IP on SQL.
It's moved account works for a month on your system while connected to the old host mssql.
What's different in your mssql server ? Isn't MS-SQL 2005 same as the old host ? So what's wrong.
>> The system can do a server-to-server transfer,
Your support says it's not and some thing locked, I give'em permission to do what ever needed.
>> but you demanded that we do a full backup of your data,
This is your support demands not mine, I guess it's your job since the system couldn't automate it.
>> with response types of "...whenever you're ready".
I did that also and wait a lot for respond, Just look at the issue before go deep with you tickets.
>> Backups: Our staff clearly stated to you, Abdulaziz,
My name here is PRIVATE LABEL and I guess it's clear what is it suppose to mean in public forums.
>> that backups are available for emergency restoration.
I have some email messages from your sales staff says you'll offer 30 days backup, Check below.
>> We control that function and would need to restore the file(s) for you. But, yes, the backups are stored going back thirty days.
>> Your response was actually that you knew this
What part of my messages give you this impression ?
>> and it was just that you had a coding issue. By the way:
>> One account having a missing folder because it was manually deleted via FTP
It's not one folder in one place, It's many files/folders disappeared in random order.
>> That's taking a masssive liberty with your review,
What about the mssql db/logins removed from CP! Is it deleted by FTP or HDD/RAID malfunction ?
>> This one has me baffled. Logs are available through Web Options in the CP, and we control the entire system.
Ok then, Check your logs and tell me what happen in that account for files and mssql db and logins.
>> I am beginning to get the impression that you're just making things up for dramatic effect,
I don't like movies, Check your system to see how many accounts closed so soon after signing up.
>> it's really unfortunate.
That's right it's really unfortunate that you take all the time to write this long self defense reply but you could not take same time to solve my issues, I'm waiting 72 since your last message after this thread published.
>> It's also a MASSIVE strech to insinuate that your clients leave for any reason related to us.
may be it's just the weather!! The client account is down for a week and no backup so what you guess ?
>> I apologise that you believe the above issues are all our fault, and we have not assisted in any way.
So that mean you think it's my mistake that mssql is not working or backup is not exist as promised.
>> I can assure you that if you look back at the tickets,
I know your support is cooperative and never say they're not, It's just not efficient and slow.
>> I wish you luck with your new provider. Next time you submit a review, though, make sure to stick with the truth.
The truth should been said here, Where is the accounts I could move to another provider ?
While you may reply to this thread, I will not. I will be happy to discuss any issues with you through the proper channels,
I agreed to do this in my reply to your email message but you just ignore my replys for 3 days.
How you suggest we could solve this issue ? Restore the backup of that account and we done here.
>> but as the thread is already full of potential land mines (which I would love to post and show the truth on), I can not, and will not.
We have a client website down and want backup restore to keep this account which SMS'me today asking for refund, The other account already cancelled but want to keep the last one.
>> Nice loaded comment, Yash. I expected nothing less. Get the facts before ...
Any body here have the right to reply, This is what the forums all about! Don't you think ?
BTW if you don't want to share your 30 days worth of backups with your resellers just write it down in your website offer pages but right now I have messages from your sales says it's available to me, Later on if you consider changing your terms to insure that you'll not provide backups then we may consider alternative host.