Support and Dedicated IP's

[kobra]

I have attempted to be an active forum member to help bolster the H9 community and user involvement and will continue to do so.

The H9 service, hardware, and many other things are above the norm and I hope that this will continue into the future.

I read a recent post by "stoavio" in this forum and for the most part have to agree with the general basis of his/her impressions. The short, curt, non-informative replies, I believe this goes farther up the pole than might be expected. As in more than one instance, I have believed that I had posted, what I thought, was a concise, complete, support request and received a short uninformative response. To which I have replied "please re-read my initial Post", to then receive a reply that stated that it had been read and then a more complete response followed. Another 30 seconds on the initial reply would have prevented the perceived necessity to respond back with additional requests for clarification. I realize that this might seem like a minor point but believe that this can make or break your customers perception of your "top-notch" support and something that you should consider seriously.

More on topic. I am a bit dismayed at the process of obtaining dedicated IP's. I have been told that the DC needs to "verify" the use before they issue these. Now I know that there is no entity that this can be "verified" through and this statement as presented smacks of double speak.

The only avenue to do this is to take the "verbal" assurance that the IP will be used for a specific purpose. This then should be all that is required and it should not be inferred that there is some type of "verification" that must be conducted before an IP can be issued.

With this and knowing that this has taken a inordinate span of time to reach the actual issuance and setup of a single IP, I just recently submitted a ticket for an IP and some guidance as to how to migrate an account in the best manner. My request for the IP was not initiated by the H9 staff upon my initial request and I sat there a full 24 hours later wondering when I would receive this IP for my client's use for a private SSL.

This situation I realize is not fully under the control of H9, but the non action to initiate the request to the DC upon my first request is under the control of H9. This apparent lack of attention to these details and the almost non responsiveness over several additional requests concerning this matter should not be an acceptable method for the way that these things are addressed.

The overall level of support is great and I only post this for information as I believe that it is these minor things that can spoil the record that has been strived for up to this point. I sincerly hope that the staff can address this matter in a favorable manner.

KoBra