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Thread: Hetzner and cpanel licenses
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09-07-2019, 02:48 AM #1
Hetzner and cpanel licenses
Here is what happened to me today:
I have a server from Hetzner and got the cpanel license from them a few days ago. Their order process doesn't allow to choose how many cpanel accounts you need, but it only offers the cpanel 100. I thought it will automatically adjust it so I ordered the license a few days ago. Today, everything is locked on my server (even the emails!) because I have 130 accounts on server.
I asked Hetzner to upgrade my license and they replied that they are closed during weekends and I should wait until Monday! Neither emails can be sent/receive until then!NetDynamics LLC - One-stop Solution for Hosting Needs
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09-07-2019, 04:45 AM #2Web Hosting Master
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Not a good solution, but maybe cancel the license and get them elsewhere.
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09-07-2019, 05:35 AM #3
I cannot understand : they provide support for the hardware 7 days per week but for the software only 5 days per week!
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09-07-2019, 06:00 AM #4The Linux Specialist
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Probably because licenses is not critical for them or they didn't know that it will affect your service if there is an issue with license.
Specially 4 U
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09-07-2019, 08:06 AM #5
I thought that paying for software is like paying for hardware and you should always have support in critical issues.
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09-07-2019, 08:35 AM #6
Cancel the license from them
Get it from somewhere that is more realistic . Licensepal, fit example. They’ve always treated me well
A bit of research here would have shown that Hetzner doesn’t do well with responding to issues in a quick fashion . Even hardware issues can be slowTom Whiting, WHMCS Guru extraordinaire
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09-07-2019, 08:39 AM #7NetDynamics LLC - One-stop Solution for Hosting Needs
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09-07-2019, 09:56 AM #8
Open up a ticket to get it cancelled .
This is why you do your research before you do business with a company.Tom Whiting, WHMCS Guru extraordinaire
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Check out my WHMCS Addons
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09-08-2019, 02:37 AM #9NetDynamics LLC - One-stop Solution for Hosting Needs
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09-10-2019, 08:23 AM #10
Hi @Dr_Michael,
It's true. We only provide support for cPanel orders during our business hours which are Mo. - Fr., 7:30am - 6pm (CEST). I'm sorry if that was not clear to you. I hope you could fix the issue in the meantime and your accounts are accessible again.
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09-10-2019, 08:28 AM #11
IMHO this is called poor support. A server can have issues either because of hardware or software. Since you sell cpanel licenses, you should sell them and support them (at least for upgrades) 7 days per week. Now what you did is having an entire server blocked without able to send/receive emails for almost 3 days!
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09-10-2019, 10:33 AM #12
I use them for backup server and find their support ok, but I don't have any cPanel licenses with them. Works out cheaper to go direct to cPanel as a partner if you can and then you can downgrade/upgrade them easily within Manage2.
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09-10-2019, 02:46 PM #13
Hetzner has good hardware, good support for the hardware and good prices. That's all. All the support departments should work 7 days per week. Also they lack of a ticketing system! The only provider that has not a ticketing system!
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09-10-2019, 02:55 PM #14
Afaik all their competitors that I know of also do not have 24x7 sales/billing i.e iomart/ovh. It seems only the smaller-medium providers have 24x7 technical & sales/billing because they have fewer customers and are able to offer more personal support. Unmanaged providers tend not to have 24x7 sales/billing.
I would have more servers with Hetzner if they included permanent KVM/console and had a proper support ticketing system. A ticketing system is more professional and easier to keep track of things. I hardly send any tickets but good to be able to use such a system if needed.HostXNow - Shared Web Hosting | Semi Dedicated Hosting | Enterprise Reseller Hosting | VPS Hosting
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09-10-2019, 03:31 PM #15Junior Guru Wannabe
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Today I noticed I am invoiced two times just because I had 6 account son my vps
The cpanel is terrible.
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09-10-2019, 04:27 PM #16█ ProlimeHost - Dedicated Server Hosting & KVM SSD VPS
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09-11-2019, 03:03 AM #17Junior Guru Wannabe
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