Web Hosting Talk : Web Hosting Main Forums : Dedicated Server : Jonessolutions dedicated server support

[ReagorMedia]

I don't post often so I suppose by most standards I would be considered a newbie on the site. I've been around the hosting industry for many years so I know service when I experiance it.

Less than a month ago I finally decided to make the switch after all the talk and signed up for a dedicated server with Jonesolutions. If you visit thier site you see all sorts of cool services included and lots of comforting language.

After I discover my server and all my sites are down and have been down since about 1:20 AM I shoot of the email from an external email address notifying them my server is down. I'm still thinking to myself why am I notifying them? According to the sales pitch on WHT and their site they monitor all the services 24/7.

I'll spare you all the back and forth emails but the bottom line is apparantly bind can go down for 5 hours and that's ok. Since technically the server is up and you can still SSH in using the IP. Nevermind the fact you can't reach anything via a browser.

WOW!

Now that's customer service to be proud of.

[net]

urljet,

I checked all of your tickets about 6 of them with the same subject and here is my explanation to all the readers in WHT:

You sent us a ticket and we replied to you. Your ticket is just saying "server is down" so we checked it and it is not down. We replied to your ticket in a timely manner and you never replied us back.

Then you send again a ticket, complaining again... then one of my techs checked it and find out that dns bind stopped because of the cpanel updates with regards to rndc. Elisha fixed it and it is ok now.

There are 2 problems here:

1. Our monitoring server wasn't able to monitor the bind so we missed it and it is our monitoring server fault I guess.

2. You are not clear when you submitted the ticket. We thought the server is entirely down.


Sorry if it is our fault and you can find a new provider that will take care of you. I guess we are not good for you.

Sorry and goodluck.


Net

[ReagorMedia]

My bad...the server was not down just inaccessable via browser. In the future I will do better and notify all my clients to just surf their sites via SSH.

Yes...it is your fault. I suppplied the host name and url in my first ticket. I guess common sense failed so you did not bother checking it via a browser.

So for future customers shouldn't they know in advance that if a routine cpanel update fails that you don't monitor such trivial details?

Are you going to address the bind monitoring issue? My guess is future customers might be interested in knowing it has been resolved.

By the way...MOST people when they say there server is down they mean its not accessable via browser.

[markjut]

This sounds like an issue that should be sorted outside WHT, the host did make an oversight but its an acceptable one if it only happens once in my opinion

[ReagorMedia]

I guess I'm getting the boot.

------------------------------
Elisha tried to explained everything to you via ticket but you still complained publicly.

So, I am giving us both a favor to be in good peace and thanking you for everything.

Your server renewal date is on August 5, 2007. Please start now by looking up for a new provider. I will cancel your recurring bill now and I will cancel the server on August 5, 2007.

This is just to inform you so you have time to transfer.

Thank you again.


Regards,
Jones

[ayksolutions]

Originally Posted by urljet

By the way...MOST people when they say there server is down they mean its not accessable via browser.

No, when you say it's down, it means that it's completely down. Be more specific in the future to avoid misunderstandings.

[dsotmoon]

Originally Posted by ayksolutions

No, when you say it's down, it means that it's completely down. Be more specific in the future to avoid misunderstandings.

maybe jones made a mistake or had a problem with monitoring but I have to agree with the above, in the future be more specific for your own good, if i cannot reach my server via ssh I report my server down, if my sites are down i report that my sites are not accessable, there is a difference

[rasputin]

Unless a customer specifically asks us to monitor certain services, we only run a icmp ping to customer server to insure they are on and functioning. That said, I have to side with jones here. I cannot fault them if someone is not properly managing "THEIR" own server...

Was this a "Managed' server? If not, then I would say that jones was in the clear on this one...