Downtime, guarantees and support

[PixelCraft]

Been fairly happy with H9 till now. I have even recommended H9 to friends (one has switched as a result) and on various lists. Not anymore. Why? I have had more outages in the few months I have been with H9 than with previous host over 8-9 years!!! Sure, servers come back up again when brought to support's notice but that is not the point. Out time is downtime when your customers cannot access your services.

The recent outages followed one after the other. It not only inconvenienced my customers, I probably lost some as well and I still cannot receive emails from some of my addresses and emails sent from my site are bouncing back.

Support have NOT been able to solve the problem. In fact, they washed their hands at first and put the blame on me. Said I hadn't enough disk space when I had more than 4GB left!

I have phoned support 4 times and cannot get past the friging piped music. There is NO indication of how long the queue is. When phoning from abroad and support number is NOT toll free, you really need to know if you are going to be hanging on for 1 minute or 20.

I happened to see the guarantee about downtime and asked for compensation. I was told problem was caused by third party. Now, if that isn't a cop out I sure would like to know what is. If third party YOU employ lets you down, its YOUR problem. H9 needs to take it up with the third party, instead of washing their hands as if they were Pontius Pilat.

I am REALLY disappointed. I don't often post grievances being a small business myself but the recent UNsupport from H9 is just unacceptable.

[Aatif]

Originally Posted by PixelCraft

Been fairly happy with H9 till now. I have even recommended H9 to friends (one has switched as a result) and on various lists. Not anymore.........

Oh!
I think all the agents are busy personallities, That is why they don't have time to support us.
Moreover I have learnt the name of some agents from live Chat.
Dan, Nick, Kristy , Alex, Ben etc.
------ But Still waiting for their services.

Hiya,

The terms of the uptime agreement are clear. Something we cannot control is not covered, very simple. Yes we're aware of the downtime problems lately and are working to fix them.

[PixelCraft]

Originally Posted by H9Joshua

Hiya,

The terms of the uptime agreement are clear. Something we cannot control is not covered, very simple.

Joshua,

Sorry, it's not that simple. Third parties are *your* problem. If they cause downtime, then you need to take it up with them. Our contract is with you. We don't have access to the third parties you employ.

You can blame "every" problem on third parties if you wanted to (I'm not saying you do). Bottom line is, if a customer is dissatisfied, you need to address it. The customer is ALWAYS right. Sometimes you need to look behind their anger to understand that you've overlooked something (I know this from experience).

Now you say you don't support SSL for pop addresses because CPanel is third party as if CPanel has nothing to do with you. How do you square that circle?

If CPanel says I need to do x,y,z to setup SSL and I follow instructions but get errors, you can't blame it on CPanel. You package it, you need to support it. Now, THAT is what I call simple.

Hiya,

Thats your opinion, but it doesn't say that in the terms, if you simply would have requested the credit rather than doing this, you would have gotten it anyway.

I am not going to argue over this, request a credit through billing@hostnine.com as the page says to do, not post here.

If you have further questions about this, PM me.