Disappointed & Frustrated Ticket QJM-2553637

[mskid]

We've been using HostGator since one year ago on a shared server.
Today our site had a script that put the cpu limit.

Since 2 am I been down, and I just need to WAIT for someone to
callme. ( I response 20 minutes after I got the ticket) 2:20 a.m.
and until now 9:40 a.m. I been "suspended"

Nobody on the tech support team can help me out!!
I call, I chat, nobody answer the tickets, and the
ANSWER is Sir.. Just Wait!

I'm disappointed in the ROI.
I'm disappointed in the tech support.
I'm disappointed in HostGator.
My HG experience went from a 10 to a -40 in just one short DAY..

It's a pity that I try to be serious with my online business and
my hosting company doesn't follow.

As soon I got access to MY OWN INFORMATION,FILES AND CONFIGURATIONS I will start looking for a new host.

for this ...

[mskid]

I finally got a answer on my ticket ....

---------------------------------------------------
Hello,
The way I see it is there's no one script doing this.
You're processing all of your PHP files as PHP5
so it could be any file on the account out of
nearly 5000 PHP files.

Regards,
Richard F.

----------------------------------------------------

Still "suspended", NO reason at all...

But the worst!! No advice or Solution .. lets wait another 4 / 6 hours ... again!

[GatorRichard]

I've already replied to the ticket with more information but I'll relay some of that here. Since the logs are admittedly very sparse (and shouldn't have been used as the basis for a suspension in the first place), we have no more information on the issue than you do so we'll all be taking a shot in the dark. I don't like saying that and I don't like having HG put in a position of not knowing the full issue but sometimes it happens, though it shouldn't.

However, the Security Department takes tickets in order of received, oldest to newest. I noticed that you continually responded to your ticket which was constantly moving it back to the bottom of the ticket queue, never giving us a chance to act on it while the issue was "fresh".

[mskid]

Richard,

This is the exact issue.

NO idea of what is happening, immediately suspension of the service,
NO access to the server by anyone, and again..

Just wait without service, I am making my backup.

I think we need to figure out what is happening but I need to be up and running if HG or my self don't have a explation on the few next days we finish our service.

But again... Put on my shoes... No service.. No evidence ... Nothing!
Just wait ?...