Site Restore

snair007in · #1 05-02-2008, 12:24 AM

Hello Guys,

Am a new reseller customer in here. I was fed up with the old hosts and after reviewing HG, i took reseller and started moving my 37 Domains. The registration of the account went very well. Live chat support was great.

I submitted a ticket for transfer, 10-15 was done without any issues. Then suddenly no updates for 2-3 days. I responded to the ticket and later all domains were transferred with 3-4 hours and am settled.

AM PRETTY HAPPY ABOUT THAT PART.

Yesterday, unfortunately i terminated one domain from my reseller, thinking i was in WHM of old host. later when the client called, i knew this. I went to Live chat and was adviced to submit a site restore request. I requested the Live chat operator to mark this as high priority as it was business hours.

Operator told me that, there is no request in the queue now, so should be done "shortly". After 4 hours or so, i got a reply that, i was charged $15 for the site re-store from the backup tapes and my request shall be done shortly. All these times, my client was calling me and shouting :-(

Every hour, i went online and checked with the operators, they say, "shortly shortly". After 5 hours or so, one operator told me that "I AM ON THE THIRD POSITION IN THE QUEUE", So should be done shortly. after 1 hour i got my site back.

I was little unhappy about this. When we have a fire-fighting issues like this, we expect urgent attentions. Yes, it was my fault by deleting the account, but HG could have helped me getting this done in a Hr or so. The site was pretty small. So, I would suggest to have some status for each request. (Critical, Emergency, Normal, High etc). Once the ticket is received in HG, admin can mark the status and assign to the technician.

Thats all guys...

Regards

Shibu Kumar S

***GatorBrent*** · #2 05-06-2008, 05:43 PM

Hello,

Please pm me your ticket number on this I'd like to refund you the $15 since it took so long. I agree an emergency like this should have been handled better. On the plus side it sounds like the backup was good. You'd be amazed how many large hosting companies claim to have backups but when you need them they aren't there.

snair007in · #3 05-18-2008, 12:54 AM

Hello Brent,

Thank you for the reply. I just wanted to let you know about the issue we had on it. May be it ould be helpful for you to manage another client.

Well, i agree to what you said. Many Hosting company claims to have back-ups, but when it comes to actual back-up, NO.

Thank you brent once again to attend to my concern.

Regards

Shibu