Appauled and Shocked with HN!!!

[bylamo]

I'm extremely dissapointed with the way HN deals with situations and really appauled with the way a problem with my account was handled.

I have a script which runs off my HN account which alerts me almost immediately when I receive an email. Please note this fact as it's crucial to the situation.

I browsed randomly to my hosting website this afternoon to find a massive big grey sign saying "This Account has been suspended, contact the billing department" and you can imagine the shock I experienced for my webhosting site to display such a notice. And I don't even know when or how long it's been like this.
I immediately got unto the live chat with HN and also raised a ticket marking it as critical for someone to explain what the hell was going on with my site.

Live chat dude couldn't really help because he claimed he was only a level 1 tech - fair enough.

Alex responded to my ticket indicating a previous ticket had been opened marked low and should refer to that and instead of explaining what happened simply said I was emailed about this, but didn't get any email notification (ofcourse because my HN account has been shut down hence no notifications)

Apparently my support section caused high server loads. I emailed him back to be more specific as I don't have any major scripts running from there. 20/30mins later, Alex replied just saying it was my live chat.
I then had to plea to have my site reenabled and that I'll remove the live chat.
Another 30mins passed before Alex finally thot about responding to this very urgent matter by stating he had re-enabled my site but disabled the live chat .

In total, my site was showing this dreadful "Account Suspension" notice from 04:10pm to 06:58pm -- Almost 3 hours. Imagine how this would reflect on my clients.

What I can't understand and breaks all forms of common sense and logic is why couldn't Alex just disable the Live Chat to start off with and emailed me informing me of the server loads. My site was suspended for absolutely nothing for almost 3hrs when he knew fully well it was a reseller account with clients and could have solved the problem harmlessly by just disabling the live chat and sending me an email which I would have received straight away.

I have asked Alex this same question in the support ticket and it's been over 6hrs now and still hasn't responded.

Talk about customer service huh!!!

[bylamo]

And can I just add that this Live Chat I have has been running on my site for the past 4-5 months with no problems. Still don't understand how all of a sudden it caused high server loads high enough for immediate account suspension. I wasn't even having any chat sessions at the time when in the past, I've had two chat sessions going on at the same time with no problems.
Explain that too Mr Alex!!!

[colt45]

I'm curious to know which "Live Chat" application you were using?

[bylamo]

The one available with Fantastico. Crafty Syntax or smthing like that

[H9Alex]

This post is unjust as to the fact that we have 99 other resellers other then you. This being an issue basically causing the server load to go past 30+ I'm sure anyone else on the server galaxy can agree that the issues that have been happening have been caused by this live chat along with 2 other users. We put 100 resellers on a server. This is a very low number compared to other company's. We strive to keep our customers as happy as we can. Myself i deal with 90% of our customers and make sure they are all satisfied with our service.If we need to suspend a user because of an issue we do. This is stated right in our TOS. I do apologize i had to suspend this site but at the same time an email was sent to you with why i did this. We also had this this back up with live chat disabled within 1 hour. Most abuse takes atleast 24 hrs. As any user that has dealt with abuse can tell you. Also i work from 9am-6pm this is why i have not responded to your ticket. There are other abuse team members on working on other issues also.

[colt45]

Doesn't H9 have any control over what software is installable via Fantastico?

If yes, then shouldn't a software package that is known to cause excessive server load be removed from Fantastico?

If no, then at least issue a warning in the Reseller's Getting Started guide?

Also, is there somewhere for me to enter an alternate account email address? The contact email for my reseller account is hosted under my reseller account here at H9. If for any reason my reseller account is suspended how will a notification email reach me?

[Mediapixel]

Originally Posted by colt45

Doesn't H9 have any control over what software is installable via Fantastico?

If yes, then shouldn't a software package that is known to cause excessive server load be removed from Fantastico?

If no, then at least issue a warning in the Reseller's Getting Started guide?

Also, is there somewhere for me to enter an alternate account email address? The contact email for my reseller account is hosted under my reseller account here at H9. If for any reason my reseller account is suspended how will a notification email reach me?

agreed.

a day or so of high load isnt going to kill h9, so why not give us resellers a 24 period of warning before you actually disable / suspend the site !

Imagine you loaded up the h9 site to find it all of a sudden offline with no explanation?

A prior warning with notice is whats needed , not suspending it then e-mailing. thats just bad karma

you say h9 wants to keep its users happy, well there is your solution.

[meltingcube]

I do believe it is your responsibility to watch what type of load you are placing upon the server. There are certain instances in which sites need to be suspended immediately until the cause of the problem can be located. You also have to understand that they are keeping a look out for every customer that also has multiple accounts on that server. If an application you are running ends up crashing the server than there could be hundreds of accounts that are down other than just yours. Put yourself in other resellers shoes, wouldn't you want another account stopped before it causes your site to go down with it?

Also, sending a warning and hoping that the person will end up seeing it WHILE keeping the site online just isn't an option. If the site is bogging down the server it needs to be taken care of immediately, not waiting 24 hours as it could kill the server, literally.

Anyway, it was only down for a little bit and the problem was found and dealt with. Thus I would suggest that you plan on getting a new live chat system so that this doesn't happen again. There is another in Fantastico that is called Help Center Live.

Oh, and yes it is possible to control what applications are included in Fantastico for users to install on their website.

Also,

Please keep in mind the software can be installed through Fantastico but that doesn't mean it's the best solution. We always email customers when their sites have issues. Think of it this way, if abc.com was causing a server to crash and you along with your customers were experiencing constant downtime would you want us to just let them continue to cause the issues or quickly take action to stabilize the server? We do what we do for the best interest of the customers as a whole on the server. As Alex stated we have several other resellers to think about when it comes to just one script.

[beholder]

Originally Posted by meltingcube

Oh, and yes it is possible to control what applications are included in Fantastico for users to install on their website.

How is this done?