I have one reseller account in Gearhost, and till 4 days stil down without any confirmation. Anybody knows ?

Are they replying to email? Their site is up, so perhaps an issue with a specific server?

Regards

Gary

Did you try the 888 number? Sometimes you dont get an official notice until the problem is resolved.

Originally posted by erda
I have one reseller account in Gearhost, and till 4 days stil down without any confirmation. Anybody knows ?
It's hard to believe your server could be down for 4 days. Are they moving datacenters or something?? Did you get some kind of notification? :eek:

4 Days?

I have try to use their ticket support but no response !
I dont know what I have to do again....... ? Maybe any Gearhost customer can give me any news regarding this down server ?

Probably time to move on;)

Yes....., but I have to back up all my customer file in the server.
Any body in USA can help me for contact Gearhost by phone, because this is make me a head sick without any confirmation from them ???
Whats happen on Gearhost ?

You should ALWAYS make weekly (if not daily) backups to prevent situations like this ocurring.

Erda,

I'm not sure what problems you might be having but you should absolutely call us. We haven't been down at all (none of our servers corporate or customer based). Sounds like a DNS issue. It could be a problem with some DNS changes we made about 4 days ago but we notified all customers that used the 'Private DNS' feature.

A simple call could/would take care of all your problems (or an email even). Waiting for 4 days (or even an hour) seems a bit long if I was a consumer of our services.

Originally posted by RyanK
A simple call could/would take care of all your problems (or an email even)


perhaps support ticket?


I have try to use their ticket support but no response !

Originally posted by FHDave
perhaps support ticket?
This is why we're so wary of using support tickets. Everywhere I see companies using them there's problems. Not the first for Gearhost, 2Checkout's ticket system apparently takes days if not weeks (for some), RackShack's been mentioned here...

...Is offering the support ticket option even viable if it's so problematic?

-Matt

Erda I believe I know which user you are based on your WHT username. Your ticket you entered was answered 2 hours after you submitted it so I'm confused?

RackNine and FHDave, your sure quick to bash a partner in the biz without even knowing the facts. :eek:

Originally posted by RyanK

RackNine and FHDave, your sure quick to bash a partner in the biz without even knowing the facts. :eek:

RackNine was referring to the problems of ticket systems in general.

In this case it might have operated well from your end but the update obviously passed the customer by so therein lies a problem - even if the problem was the customer not being familiar with ticket systems.

I'm sure Gearhost are clean in all this but you need to look at your Ticket/Support system I think. I think that's what the above posts boil down to.

i just want to chime in here on,

I think that their support tickets are a great feature... they seem to answer the most pertinant problems first thus ensuring major problems are delt with. I have had no problems other than a few unresolved tickets for a few hours to speak of. It beats firing off emails that can cause problems of the support doesnt know what user they are. A phone call never hurts either.

It just seems like this user was unfamiliar with the system b/c gearhost has been good so far.

We use the phpsupportdesk, it has never missed a ticket - 100% reliable....

I think it's best if this thread is closed as it's turned into a discussion on ticket systems. I think we've established that GearHost wasn't "down". :)

Originally posted by RyanK
RackNine and FHDave, your sure quick to bash a partner in the biz without even knowing the facts. :eek:
I had a general question about tickets. Myself nor my employees get involved in other business' affairs and I appreciate it when they do the same.

As Toolz mentioned, I'll leave the ticket question for another discussion.

-Matt