Bad support

[adavalas]

:( First of all sorry from everybody for my ugly English.

I have my VPS down for more than 15 hours and i have submitted a ticket from the very start. After 10 hours i m receiving from your support an expression of apology for the delay in your correspondence and for more than 5 hours nothing at all.
When you said
our guaranteed response time for tickets is 24 hours, but we always try to get back to you in one or 2 hours.
Does this mean that our vps must be down for 24 hours in order to deal somebody with our problem?

Athanassios Davalas

[adavalas]

Ok i receive an answer

Due to a security hole you have exceeded your bandwidth usage and you have to pay if you want your vps to start back.
Where can i see this traffic usage? No answer
How can i know that this is a result of a security hole from one of my client script (my responsibility) or from an OS security hole (defender hosting responsibility - fully managed vps)?
Who give you the right to stop MY PREPAID VPS?
We are a little hosting firm in Greece so you think you dont have to worry for juridicial complications. Think again

Smells like a blackmail to me...

[DeanClinton]

Unfortunately, it'd come under one of your responsibilities, to check whether one of your clients is exceeding your bandwidth. If you are using cPanel, you should have been able to have the account automatically disabled - if you'd set the account up right to start with.

It's all to common for people to install things on their site, and then forget about it. Then security updates come out, and it's never updated. That's when your server gets compromised.

Usually hosts enclose a clause in the T&C that means that they can bill their clients if things like this happen - I hope that you had that clause.

Check the PowerVPS Terms and Conditions and AUP - It's covered in there. Also, when you sign up for a pre-paid VPS, you are allocated a bandwidth allowance - if you go over it, you have to pay.

To see the bandwidth usage, check your original Welcome Message; it's within the PowerPanel I believe.

[adavalas]

First of all one of your staff wrote to me

"I am going to waive the cost of this bandwidth for you as you were unaware of the attacks, and the use was not your fault. "

David Pape
Support Manager


Second i have no clue until you closed my vps that there was a problem with the traffic usage. No ones reopen it so i can see which domain causes it and stop it.

You want to accept the bandwidth usage cause you say so?
You want to accept that this is our responsibility cause you say so in a fully managed by you deidcated server?

Is this typical american humor cause i m a greek with little knowledge of your language and of your business philosophy as i can see...

[DeanClinton]

I'm not staff, I'm another VPS Renter like yourself ;)

[adavalas]

Sorry DeanClinton but i supposed that you are a staff member.
Even here no one from staff has the kidness to reply :(

[ikaruz]

Hi adavalas

(I'm not support staff either :) )

Just a few comments

If your VPS is down, always open you ticket with URGENT in the subject of your ticket. Tickets marked this way will be answered almost "immediately". In my experience less than 20 min.

The bandwidth use by your VPS is show at PowerPanel. Always remember that transfer is "total", so your incoming and outgoing traffic is add against your limit.

And finally , powerVPS staff usually answer tickets, the forum is more for other clients to ask for some support, write and receive feedback, etc.

PS: I agree that it should be a better way to know you have exceeded your bandwidth usage. How about a mail saying, hey dude, your bandwidth usage is about to explode, please purchase some more fuel!!!! ;)

[DeanClinton]

No worries :D
These forums aren't meant as a support thing - you use tickets for that. These forums are meant as a user-to-user support thing - where we help each other if you ask for it :D

[adavalas]

(I'm not support staff either :) )


You sound like one...


If your VPS is down, always open you ticket with URGENT in the subject of your ticket. Tickets marked this way will be answered almost "immediately". In my experience less than 20 min.

So from mine until now my dear friend....

The bandwidth use by your VPS is show at PowerPanel. Always remember that transfer is "total", so your incoming and outgoing traffic is add against your limit.


I use Plesk CP. I have to wait to reopen my vps to see the traffic usage.Without access to cp how can i know?


And finally , powerVPS staff usually answer tickets, the forum is more for other clients to ask for some support, write and receive feedback, etc.



And a good place for complaints. (all users and guests can see your posts) Dont you think so?

PS: I agree that it should be a better way to know you have exceeded your bandwidth usage. How about a mail saying, hey dude, your bandwidth usage is about to explode, please purchase some more fuel!!!! ;)


No i want to see to believe.Cause someone told something means that i have to believe it? Are you one from those who believe that JFK was shooted by one maniac ? You dont believe it? Why not? They said it.Ddo they have a reason to tell lies?
Give me a break my friend.My english are too poor to write my thoughts clearly

No offence i hope :)

[ikaruz]

adavalas


Quote:
The bandwidth use by your VPS is show at PowerPanel. Always remember that transfer is "total", so your incoming and outgoing traffic is add against your limit.


I use Plesk CP. I have to wait to reopen my vps to see the traffic usage.Without access to cp how can i know?


It's PowerPanel, the tool to manage your VPS.
It can be access at your IP (I imagine even your VPS is down) at https://yourIpaddress:4643/vz/cp



Quote:

(I'm not support staff either )

You sound like one...

Is this a compliment???? :D (I hope so)

[adavalas]

It's PowerPanel, the tool to manage your VPS.
It can be access at your IP (I imagine even your VPS is down) at https://youripaddress:4643/vz/cp



No it wasn't also accesible.My VPS is now running

Pls accept my apologizes for the aggressiveness and my style but was found under big pressure from my customers. I also own an apology to PowerVPS.

[Robert]

Hi there,

This matter is not just a simple "my VPS is down". It was down due to abuse complaints as well as a large outbound 80MB DOS attack.

This is something that is being addressed in tickets. However as noted... for example, replying 8 times in 30 minutes to the same ticket is not something that will help it get resolved sooner. Each time you bump a ticket, it pushes it to the bottom of the pile.

[adavalas]

for example, replying 8 times in 30 minutes to the same ticket is not something that will help it get resolved sooner. Each time you bump a ticket, it pushes it to the bottom of the pile.


Ok i agree.When you are 15 and more hours off line and your clients screaming at you and you dont have a simple answer like "We are looking ay your issue or something like that, and you are receiving answers like "If you want your VPS up you have to accept the charges and we will see" and after this statement there is a "hole" at ticket from your side for more than 5 hours what did you expect?
At least i was express my sorrow for this event and my attitude...

[Daniel]

Just a quick note in here. If someone that works for Defender replies to a thread, we normally (99% of the time, apparently Rob is an exception :P) we will have the staff image as our avatar.

At the very least, we should have a signature indicating that we work for Defender.

[DeanClinton]

^ goes to steal the staff avatar and signature :p

[Daniel]

^ goes to steal the staff avatar and signature :p
*gets out the banning stick* :D