Support - Pros & Cons

[holmescreek]

Pros :

1) Host Gator live chat always works - and replies are quick.
2) When on the phone, HG support actually has techs that don't have a thick accent -- thus, their confirmation of your question is more accurate than a drive thru restaurant.
3) HG actually provides support after hours and on weekends.
4) You don't have to punch 500 numbers on the touch tone phone to actually get to support.

Cons (well, not actually cons, just needs improvement) :

1) HG needs to set up a system where resellers are alerted at least 72 hours prior to any hardware / software updates that may cause complications (and don't say users should check the forums!)
2) Reseller WHM needs a way for the reseller to back up ALL resold account databases and sites.
3) Need some type of sandbox shell access to test shell scripts. Writing shell scripts, creating a cron to run the script, changing the script, running the cron is a pain.
4) From reading many of the replies, in the forums, the HG techs push off apologizes for issues related to Planet Earth, A NIC, bad HD, or something along those lines --- this tells me that HG is waiting on whomever they are pipeing their data from for answers (thus the food chain) -- HG needs to have redundant systems -- in that case, there would be no need for a support forum and the only time anyone would have to contact HG would be to order a plan or wish them a happy holiday.
5) If somone sends an abuse report to host gator, about some possible spam coming from a resold account, HG will shut down your account -- without contacting the reseller by phone first.

[GatorBrent]

1) HG needs to set up a system where resellers are alerted at least 72 hours prior to any hardware / software updates that may cause complications (and don't say users should check the forums!)


On anything we know about we do notify, however most issues happen when they happen such as hardware failures. It's not always possible to be psyhic on these type of things. We could use a better system for the notifications we do send and we hope to have that with the new modernbill version were upgrading to. The current modernbill is a joke.


2) Reseller WHM needs a way for the reseller to back up ALL resold account databases and sites.

You would need to contact cpanel about this. However as the manager of the server this would be very bad as any type of backups can cause high server loads, and doing many at once would most likely cause failures.


3) Need some type of sandbox shell access to test shell scripts. Writing shell scripts, creating a cron to run the script, changing the script, running the cron is a pain.


I agree were going to be including shell with all sites soon.

4) From reading many of the replies, in the forums, the HG techs push off apologizes for issues related to Planet Earth, A NIC, bad HD, or something along those lines --- this tells me that HG is waiting on whomever they are pipeing their data from for answers (thus the food chain) -- HG needs to have redundant systems -- in that case, there would be no need for a support forum and the only time anyone would have to contact HG would be to order a plan or wish them a happy holiday.

we go through theplanet datacenter so unfortunately anything that requires hands on we have to wait for them on.



5) If somone sends an abuse report to host gator, about some possible spam coming from a resold account, HG will shut down your account -- without contacting the reseller by phone first.

This is definitely not true. We suspend any sites to be spamming and send an email. We don't suspend entire accounts only the account spamming. If you have a lot of addons domain yes that username will be suspended along with anything under that username. So basically one account is affected not entire reseller account.


I hope that clears things up for you. thanks!!