I just wanted to share with people problems I am having at AllManaged.com, and get some feedback about what others think about the situation.
This is such a long post I've had to break in into two sections,so only read on if you have patience.
Iím a web app developer (mainly ASP and ASP.NET) who has decided to get into hosting as a way of value adding for my clients. I am pretty obsessive about providing good service at a resonable price, and I wanted any hosting provider I dealt with to have the same ethos. After a bit of research I decided to go with a Windows Reseller account at AllManaged.
Please see below editied transripts of the e-mails that have gone between me and AllManaged when some problems occurred. I have removed most names and URLís for confidentiality issues. Let me also say I have contacted AllManaged about quite a few other minor issues (not necessarily their fault any of them) and they have responded quickly and efficiently. Im fact there have only been 2 unresolved issues from probably about 20 support requests. The only problem is these 2 issues are causing massive problems for me.
14th May 2005:
Windows Reseller Account Created. They advertise the account as supporting ASPUpload.
Me: Mon 23/05/2005 7:49 PM: - The start of the first significant problem for me.
I discovered a problem with ASPUpload on the server (licence expired error) and sent an e-mail to tech support asking them politely if they could fix the issue. I let my customers know who depend on upload components with their apps that I have found a small issue, but I will imform the technicians reponsible for the server straight away, and that I expect a quick resolution to this issue (this is AllManaged after all Ė I am expecting their usual level of excellent service).
For those of you who develop ASP apps on Windows 2003, you know you canít really get by without an upload component (sure you can do it with Pure ASP but it isnít that robust). As Iím hosting content management systems the upload component is vital. So I send AllManaged an e-mail that reports the error and ends;
ďIt would be greatly appreciated if you could fix this issue ASAP as I have a critical project I am trying to complete and I need access to an upload component.
Thanks for your help.Ē
AllManaged: Monday, 23 May 2005 9:18 PM
I have reinstalled ASPUpload component in the server. Could you please check it again and if the issue oersists please let me know the url which shows the error. Thank you.
Me: Monday, 23 May 2005 9:42 PM
The error is still occurring
URL is <snip>
Thanks for your help
AllManaged: Monday, 23 May 2005 10:13 PM
We are continueing to look into this matter for you. We will inform you when we have a proper resolution for the issue. Thank you for bringing this to our attention.
OK, I think Ė fair enough. Iíll leave them alone and not hassle them. The best way of getting something done is to not make yourself a pain in the ***. Meanwhile, customers are asking when the issue will be fixed. All I can tell them is that we have technicians looking into the issue.
No response from AllManged for 12 days Ė so sent another (polite) e-mail
Me: Sat 4/06/2005 2:43 PM
Still getting the following error trying to use the ASPUpload component.
Persits.Upload.1 error '800a003f'
AspUpload has expired. Please visit <snip> to purchase a registration key.
To replicate the error try uploading a file from <snip>
Another 16 days goes by with no response from AllManaged. Despite this I approach the situation as calmly as I canÖ meanwhile some of my most important customers are really starting to get seriously miffed off.
Me: Mon 20/06/2005 9:09 AM
I still cannot use the ASPUpload component Ė it is still saying the license has expired.
If you want to try yourself, have a look at <snip>
I know you are probably very busy, and I appreciate your great tech support, however I originally submitted this ticket on the 23rd of May and I am still waiting for this issue to be resolved. Can I please have an update on what steps you are going to take to resolve this problem? I know you can purchase an enterprise license for this component for $749 that you can use on an unlimited number of servers.
Please escalate this support ticket, or pass it on to management or something. Iíve got clients demanding to know why it has taken nearly a month to resolve this issue, all Iíve been able to say is that technicians are working on it.
Your urgent assistance with this problem would be greatly appreciated.
AllManaged: Monday 20/06/2005 10:25 AM
Could you please provide the ticket ID you are referencing? Thank you.
By the way, I had included the ticket number in the subject line of the e-mail
Ticket ID was <snip>
Meanwhile I have signed up for a Linux Reseller accout with them, a few days later things start going wrong with it. As I upload files to the server, their permissions change so they cannot be viewed by visitors to the server.
Me: Sun 19/06/2005 3:12 PM
Thanks I have been able to CHMOD the permissions on the files. I still have a couple of issues I am trying to deal with.
The first one is it seems to be setting permissions almost randomly with files I am uploading to the server. For example if you look in the /ab folder you will see that permissions for the files within it are all set differently.
Second, I can set the permissions to the files and folders individually to the correct setting through either plesk or my ftp program, but is there any way I can bulk set all files to 774? It is going to take a long time for me to go through and set each one individually otherwise.
Thanks again for your help.
Allmanaged: Sunday, 19 June 2005 12:55 PM
The issue is with the permissions set for the webpages. You need to have 644 (rw- r-- r--) permissions for them. I have corrected this for <snip> Please check this at your end too. Thnak you.
I check the issue by uploading a few more files the problem with the server allocating incorrect file permissions remains so I send another e-mail reporting the issue, then get the following response from AllManaged
Allmanaged: Sunday, 19 June 2005 3:53 PM
As this is a shared server we cannot change the default ftp upload settings in the server. We are troubleshooting the issues. Please give us some time. Thank you.
Me: Tue 21/06/2005 9:11 PM
Could you be kind enough to please provide me with an update on this issue. I'm trying to be both patient and polite. Please understand my frustration as I've basically been unable to use the site for three days with the way it is allocating file permissions to uploaded files. I understand you need time to fix the issues, and undoubtedly face your own pressures.
I've got 2000+ files to upload with an agilebill install, it's not practical for me to go through and CHMOD each one, and with the way the server is setting permissions, I can't do a bulk CHMOD either.
Your response would be greatly appreciated. I really need this issue resolved one way or another. If you are unable to fix this problem please let me know so I can start making alternative hosting arragements.
No response is forthcoming, and by this time Iím at wits end so I send the following e-mail to Matthew McCormick (the sales rep for my accounts, and a good bloke who seems to be able to resolve issues quickly)
Me: Tue 21/06/2005 11:21 PM
(I start off with an introduction about what I do to give him a bit of background infoÖI wonít include it here)
I just wanted to contact you regarding a couple of issues with my hosting on allmanaged.com that have not been able to be resolved. Let me first say I have generally been very happy with allmanaged.com The tech personnel have been very helpful and polite, and you have always been both considerate and generous in resolving issues. I am contacting you directly as things seem to get done when you are involved.
The first big issue is in regards to a Windows Reseller plan I have with you. I have been waiting a month for a problem with ASPUpload not functioning due to an expired license. My customers are hounding me about it and some are now threatening to leave. It is really damaging my commitment to provide them a good service. The ticket number for this issue is <snip> . The last communication I had about this was about 36 hours ago from <snip> to ask me what ticket number this was. I replied with the ticket number but haven't heard anything since. I would have expected at least a 'we are looking into this and will resolve it as soon as possible'.
The other issue is in regards to a Linux Reseller package I have (for which you gave me a most generous upgrade for a small seup delay I experienced). Any php files I upload get set to permissions that make them impossible for users to view the files on the web. I have had to go in and manually CHMOD each file just to get it to view. I have customers waiting to get linux accounts established, but I dare not move them on this server until this is fixed. I have been waiting three days for this issue to be resoled. The ticket number for this issue is <snip> . The last communication I received about this was three days ago. I have sent an e-mail every 24 hours to ask about the status but received no reply. I got a reply to the issue when I first logged it, but it was basically along the lines of 'it's a shared server so we can't change any default FTP settings. Please give us some time' I was happy to give time, but when the default settings are faulty I would have expected this to be a high-priority fix. Also, three days has felt like an awfully long time to wait without a resolution to this issue.
I'm not sure if I have come across as rude or demanding at any time, if I have this was certainly not my intention and I apologise unreservedly to anyone I might have offended. I have always tried to be polite in my communications.
As a programmer I understand the pressures and complexities of working within the IT industry, and I know you cannot just click your fingers and fix problems. I would just like to feel I know what is going on. I don't expect things to be 100% problem free either, in fact I have already had an 8 hour outage on my windows reseller package due to some problem with Plesk. <snip> were offline for those 8 hours and were not happy - not a good first impression for them as me as a host. Despite this I didn't complain to your company about it - just reported the problem and waited for it to be fixed.
I really want to stay with allmanaged and see both our businesses prosper through a mutually beneficial relationship, however with the current state of affairs I feel I am in a difficult position.
I look forward to your reply.
Me: Wed 22/06/2005 7:35 AM
Iíve been trying to get an update on the status of two tickets;
Can someone kindly give me an update on the status of these tickets?
At this point Iím pretty much fed upÖ
Me: Thursday 23/06/2005 9:55 AM
Ok, I've waitied patiently another 24 hours for a response. I feel that none of my requests are being taken seriously, and your company really doesn't care about the problems I am experiencing. It they were minor issues I'd deal with it, but they are both critical issues that are killing my business. I've tried to be polite and understanding at all times but I am really starting to get annoyed in a big way.
Problem 1: The ticket number for this issue is JMW-<snip>.
This is in regards to a Windows Reseller plan I have with you. I have been waiting MORE THAN A MONTH for a problem with ASPUpload not functioning due to an expired license. Now I've got a customer giving me an ultimatum to fix it or they will leave, and while they are at it will refer me to consumer affairs. Just great!
Problem 2: The ticket number for this issue is CHR-<snip>
This issue is in regards to a Linux Reseller package I have. Any php files I upload get set to permissions that make them impossible for users to view the files on the web. I have had to go in and manually CHMOD each file just to get it to view. With a job requiring 2000+ files to be uploaded across multiple directories, and a permissions problem stopping me from even doing a bulk CHMOD, this server is totally useless to me at the moment.
So pretty please with a cherry on top, CAN YOU PLEASE FIX THESE PROBLEMS OR LET ME KNOW IF YOU CANNOT !!!
AllManaged: Thu 23/06/2005 10:26 AM
Hello. We are currently aware of the two outstanding issues, and will try to have them resolved as soon as possible. Also, please refrain from opening multiple support tickets in regards to the same issue. By doing so will not escalate the priority of your issue(s). Have a nice day.
This reply was like waving a red flag at a bull. I actually hadnít opened multiple tickets Ė all these previous requests had been under two support ticket references (one for each main problem). A third ticket has opened for the e-mail I sent on Thursday 23/06/2005 9:55 AM
Iím beyond being upset about this whole drama now Ė it is sort of funny in a sick sort of way. If my customers hadnít been so angry about it I probaly would have laughed it off. I even had one of my big clients who were going to move their hosting to me hear about the dramas today from one of my angry customers, they couldnít believe that the issues hadnít been resolved and said to meí Well, just as well we arenít hosting with you, ehĒ
So thanks to AllManaged not only have I got angry customers, but people are hearing the service I am providing is unreliable.
Iíll keep everyone who got this far posted on what happens. Iíd like peopleís opinion on these state of affairs. What do you think I should do? Have I been unreasonable or rude? Iíve got 25 customers on the server at the moment so Iíd rather not move them. I still feel I should give AllManaged time to fix their issues, but Iíve got to make a call sooner or later.
You could look for a second small reseller account with ASPUpload, a money back guarantee and possibility to upgrade the plan. Move the clients needing ASPUpload and see what happens. It is a little headache but you will improve the service you are now providing.
Anybody tell me how to find the php database ip of domain.. I have site www . spellfinder . com and my programmer asking it's database ip... I have search on cpanel , but couldnt find anything ... Plz help me to find it... thanks