The One Hour Support Guarantee
Feb 18, 2007
There are many of us who choose web hosting services for their website based on a number of factors like price, web space provided, server uptime etc. Honestly any web hosting package which provides about 5 GB of web space under US $20 per month is fine to me. And of course most web hosting companies will tell you that they provide 99.9% uptime which honestly is not lived up to by 90% of the companies out there. Any technical person can tell you that there are large numbers of issues that creep up while running a web hosting service which makes it very difficult to actually provide 99% uptime.
For me, the single most important aspect of a web hosting service is its support and what kind of guarantee they give on their technical and customer support. Things can go wrong in any service, but how fast you rectify it is the most important thing. And not just that, website owners have different technical levels. Some might need help for the most basic features while some would require more complex support for the databases, scripts etc.
A good web hosting company would always provide 1 hour support guarantee to you for your queries. Even if a query is complex and the support staff needs to consult their administrators, programmers etc, it is always nice for a customer to be updated of what is going on and whether they can solve it immediately or after consultation with various people working in the web hosting company.
It can be very irritating for you if have opened a support ticket and next thing you know its been hours or even days before anyone has bothered to respond to you and all you have got is an automated response. Obviously once you open a support ticket, you do get an automated response saying your query has been received but I always look out for in how much time do I receive the second automated response telling me a member of the support staff has checked your query and replied to it. That shows the competence level of the web hosting company and how much they actually care about their customers.
In conclusion, whether you are looking for a web hosting service for your new website or are looking to transfer web hosts, make sure you check whether the service offers a 1 hour support guarantee on their website. Don't be fooled with offers of web space, email accounts or even uptime guarantees. It's the support that will make the big difference in your web hosting experience.
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Jan 13, 2009
Just looking for opinions on uptime guarantees. Does anyone actually look at those guarantees anymore? Or is it just assumed that every host now a days is up 99.9% of the time.
The reason I ask is that it appears that every host has one, but I haven't really ever experienced one myself.
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Apr 28, 2008
I recently signed up for a VPS server with VolumeDrive. I am going to be launching a large website in less than a month and right now I just have a Coming Soon page and a Wordpress blog. My response time is really poor. It takes about 10 sec to pull up my blog and I have complained. They told me that they are going to move me to another server shortly.
Do hosting companies guarantee performance in a VPS environment? I know you are sharing the physical server with other VPS servers so what is to say that this new server will not have the same problem? I thought providers were able to set bandwidth/system limits on VPS servers to stop this from happening? Do you recommend that I just take the expense and go dedicated or should I look into moving to a different hosting provider?
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Sep 23, 2008
Can it be that the company provides 10 minutes response time guarantee?
Sharkspace.com provides that for their clients on shared and reselling services.
How can it be checked?
Do you believe in that?
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May 23, 2008
How does a hosting provider differentiate between network and server uptime.
In Serverpoint.com Policies I read that they offer 99.95% uptime guarantee
We guarantee that 99.95% of the time your web site will be accessible via IP address to the world.
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Nov 30, 2007
I know of one (rapidvps) - are there others?
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Jan 3, 2009
I signed up with La(m)nehost not a short while back, I now wanted to make use of the guarantee since i'm not happy with there service.
I issued a ticket the 27th december 2008, requesting my money back since I wasn't happy with there services and they offer a 60back not-happy-money-back guarantee.
Till this very day it seems as Lanehost is REFUSING to respond to the ticket! I asked about the issue on the chat and just got a lame answer "you should log a ticket"...
What can I do against this? I paid around 150dollar for a year (stupid enough).
I was about to start my own hosting company, and this just sets me back alot.
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Jul 27, 2008
Before i start i would just like to mention i had this problem about 8-10 months ago but fought this would be useful to share.
I bought the hostgator swamp shared hosting package for a website me and my friend were going to make.
Long story short my friend didnt have to much time in his hands so pulled out so a was left with hosting that i didnt need, so about 30-35 days in i cancelled the account, Hostgator claim that if you cancel your account with them no more than 45 days being with them the will issue a full refund.
I waited the full 3-5 business days they say it takes to issue the refund, I never recieved that refund, i gave them another week still no sign of the money.
After numerous chats with live operaters and opening tickets, i still hadn't got anywhere, live operaters where giving me coupons to make up for the refund ( but thats still not good enough ) and the operaters answering the tickets were saying they had issued the refund.
I just decided to forget about it.
The service was good though in that period of time they, such as changed my main domain name for me for free because i was a new customer.
So what do you think about this ?
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Sep 5, 2007
What is a good setting per user:
MAX_QUERIES_PER_HOUR count
MAX_UPDATES_PER_HOUR count
MAX_CONNECTIONS_PER_HOUR count
to avoid users hogging MYSQL 4.1
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May 16, 2007
I have a P4 2.8GHz Linux box with a Gig of RAM. How many emails per hour could I expect that this server can handle per hour? I would of course want that the server has enough horse power to handle visitors to the web sites.
This is sort of a followup to a previous thread that I started concerning the limit on # of emails per domain per hour. The box came with a [cPanel] default of 500 per hour. Can I expect for my server to be able to handle more than that? 1000? 2000? 10,000? Do I need a more powerful server? I hope not - I just don't have the budget.
[ FYI - The emails are legitimate and not spam. I am sending out email reminders of personal events and holidays to subscribers that enable this option. ]
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Apr 8, 2009
Does anyone know of any pay-per-hour VPS/Cloud/Grid/Utility/whatever other buzzword services that accept PayPal, since I can't seem to find any around.
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Jul 29, 2009
On an cPanel + RHEL 5.3 box at WHM - Tweak Settings, I activated "The maximum each domain can send out per hour (0 is unlimited)" and set that value to "300".
But, it seems that this limit is only if the user is sending using webmail or an email client, right now a joomla website is sending much more than 300 mails per hour, but it's using php to send the mails.
My question, how can I limit emails per hour on each domain while sending from php?
Code:
29457 username 20 0 29724 13m 5848 R 10.2 0.2 0:00.10 /usr/bin/php /home/username/public_html/index.php
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Apr 18, 2009
I have take some weeks ago a VPS with 40 giga space and 386mb dedicated ram and all is managed with WHM/Cpanel. I need to know how I must set the limit of sending email per hours...In fact I see all hosting company limit that to more less 500 email per hour. I know this limit depend of lot factor like number of account on server and activity or users...
I ask that because my users will have Joomla installed with a Newletter component and so something this component will be used for send monthly newletter...
Do you have some experience with that ? How have you set your email limit? How much users have you on your server?
Other question: If for example I set limit to 500 email per hours and a user send 1000 email...what happend to the 500 other email? It will be put on queue and send the next hours or it will be lost?
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Jul 21, 2008
How would I go about backing up MySQL databases every hour or 2?
I think I read somewhere you shouldn't do a direct rsync as the tables would not be locked or something like that.
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Jan 6, 2008
I'm getting literally about 100 of these per hour easy in whm > mail queue! Where is it coming from and how do I stop this?
1JBOml-0008CW-Fz-H
mailnull 47 12
<>
1199600103 0
-ident mailnull
-received_protocol local
-body_linecount 33
-max_received_linelength 115
-allow_unqualified_recipient
-allow_unqualified_sender
-localerror
XX
1
root@server.domain.com
154P Received: from mailnull by server.domain.com with local (Exim 4.68)
id 1JBOml-0008CW-Fz
for root@server.domain.com; Sun, 06 Jan 2008 00:15:03 -0600
038 X-Failed-Recipients: admin@domain.com
029 Auto-Submitted: auto-replied
063F From: Mail Delivery System <Mailer-Daemon@server.domain.com>
029T To: root@server.domain.com
059 Subject: Mail delivery failed: returning message to sender
052I Message-Id: <E1JBOml-0008CW-Fz@server.domain.com>
038 Date: Sun, 06 Jan 2008 00:15:03 -0600
1JBOml-0008CW-Fz-D
This message was created automatically by mail delivery software.
A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:
admin@domain.com
SMTP error from remote mail server after RCPT TO:<admin@domain.com>:
host sentry.domainbank.com [64.85.73.28]: 553 sorry, that domain isn't in my list of allowed rcpthosts (#5.7.1)
------ This is a copy of the message, including all the headers. ------
Return-path: <root@server.domain.com>
Received: from root by server.domain.com with local (Exim 4.68)
(envelope-from <root@server.domain.com>)
id 1JBOmk-0008CJ-To
for admin@domain.com; Sun, 06 Jan 2008 00:15:02 -0600
To: admin@domain.com
Subject: Services(2) failed
From: monitor@domain.com
Message-Id: <E1JBOmk-0008CJ-To@server.domain.com>
Date: Sun, 06 Jan 2008 00:15:02 -0600
Address:domain.com
Following services are down:
SSH(22)
MySQL(3306)
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Sep 18, 2008
after my LimeStoneNetworks fiasco, I decided to venture elsewhere. SingleHop.
I bought the server in the early afternoon hours, talked to a Chris over there via LiveChat, answered all of my pretty nutty questions, I was convinced!
So, Server was purchased, and was all set and ready to go before 5.
I had set up a test domain, finished with my DNS stuff, Mail, MySql and Cpanel / WHM main issues by 7PM.
8PM, Propagation decided to go quickly in my area, the site was LIVE.
8:30PM, tested PHP, MySql, Email...all checked out but email, however later I found out it was my dumba$$ and made a mistake with a zone entry.
10PM, everything's working, email, FTP, setting up new websites, adding clients, Billing, everything is working peachy!
10:30PM, took a nap, after feeling GREAT!
12:25PM, wokeup...still can't believe I'm almost done with almost all of my 14 domains!
Support:
First off, the LEAP panel over at singlehop is the greatest / coolest thing I've ever seen. (leap.singlehop.com).
You can purchase add-ons to your server, check your bandwidth useages, server details, buy a completely new server, manage (read and send tickets) all in this cool windows-ish panel that's smoking fast apparently coded in AJAX, it even includes a web-based SSH client so you don't need PuTTy...too cool! (By the way, Google's Chrome Browser LOVES this!)
I entered multiple tickets this evening just for figuring out things that I didn't know. There were NO issues with SingleHop setting up my box, etc.
Tickets were entered, and QUICKLY answered, maximum time thus far was 30minutes.
Server:
I have a E2200, 2gbs of ram, 5TBs of data, 100mbit link, Linux CentOS, Cpanel, blah blah blah. For an E2200, this thing's like a Fiat on steroids. I'll never make the mistake of getting a windows machine ever again. (I love my linux!)
It's based in Chicago, my present location (Connecticut) I ping it at 35-39ms) Plenty quick for me and the northeast
Things that made me go SingleHop instead of LiquidWeb (the two I was tearing my hair out at).
SingleHop offers 5TB in, 5TB out (10TB total). Liquid Web with the server I was looking at only offered 1.6TB in 1.6TB out (3.2TB total).
LiquidWeb's Support seemed excellent, pricewise ($204 server configuration) I thought I could do better.
It was a TOUGH CHOICE. Both providers seemed to have their heads on straight, I've read reviews about both companies here at WHM, both were neck and neck.
SingleHop Offered the most bandwidth, moreover, Chris on the live support chat was absolutely amusing to talk too.
What's happening now?:
I'm continuing to ad the rest of my domains to my server, everything is shockingly fast, and I have no idea why propagation is taking less than 2 hours (sometimes even 20 minutes?!?). I'm planning my next moves, continuing my billing, and posting here because setting up everything didn't take all night like I thought it would. I guess I'll hop on some news site and read up some articles.
These 12hours (not even a FULL 12 hours, I just rounded it up!) so far have been great! I will update this when I hit the week mark.
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Jan 17, 2008
problem on one server with debian, the last month it have a 100% f uptime, but since yesterday automaticly it reboot every 1 hour exactly!
this is a game server , dont have service like httpd , mysql dns , nothing! , I uninstall cron jobs thinking that will solve the problem, but no .....
I install firewall, run rkhunter and chkrootkit, check whell gruop and nothing
logs:
Jan 17 05:20:00 debian -- MARK --
Jan 17 05:40:00 debian -- MARK --
Jan 17 06:00:18 debian syslogd 1.4.1#18: restart.
Jan 17 06:00:18 debian kernel: klogd 1.4.1#18, log source = /proc/kmsg started.
Jan 17 06:00:18 debian kernel: Bootdata ok (command line is root=/dev/sda1 ro )
I change root password and ssh port but nothing... I think that could be a issue on debian or some exploit cause it, this was happend Suddenly one day to another it is very Strange....
somebody know about this?
SERVER:
debian:~# uname -a
Linux debian 2.6.18-5-amd64
CORE 2 QUAD - 2GB ram - debian 64 bits
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Dec 16, 2007
I've been trying to see whats going on with this server for a few days now but am unable to resolve the issue.
This is a 3 server setup. One is a mail server, another a mysql server and the host server. The apache on the host has plenty of ram (8 gigs) and it is currently under 5 gigs. The site is mainly a social networking site.
Now the apache would crash at times like 1:16, 2:17, 3:16, 4:18; basically in 1 hour intervals. Now it doesn't always crash every hour. Sometimes it might go up to 5 hours and may crash at say 8:50
Well it turns out that the mail server new mass mailing method has some sort of effect on the host server.
This is what happens.
1.) Host has a ton of apache processes up and running (site is fine and dandy).
2.) Mail server is about to launch its barrage email (load about .5)
3.) Then all of the apache processes stopped appearing on my top (nobody is able to browse the site at this point).
4.) after a few minutes the apache processes reappear and the site loads again.
5.) Mail server is now mass mailing and its loads reaches up to 4.
6.) WHM emails me that apache was down and it restarted the service.
Here is the interesting thing about this. First of all I found out that the apache processes were actually not gone. They were somehow suppressed. For example during this freeze moment, if I run a "ps aux" I see that all the apache process are running yet they are not using any cpu or ram (which is why I don't see them on top). Now if I were to do a "service httpd restart" during this moment, it will restart but will still be frozen until its set time.
When the site is accessible again, that is when the mail starts leaving from the mail server.
The owner thinks this is related, and I tend to agree.
The only problem is that I have no clue as to what is going on. Apache does not leave any error logs period. Nothing in messages or in exim logs. For a while I thought it might be lfd killing the apache but I was wrong. Nothing informative on the lfd logs either.
Could it be perhaps a bind issue? Somehow the mail server takes over the host system before its launch?
I'm posting this in the hope that some of the techies here and give me some hints and directions where I can find an answer. Perhaps someone who read this thread has seen this kind of issue before.
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Mar 13, 2008
Has anybody heard of Flash Support and Real AudioVideo Support? MMHosting.com offers this kind of support and I wonder if it's effective?
What do you think of it?
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Sep 2, 2008
I know there's a option in the WHM that says "The maximum each domain can send out per hour (0 is unlimited" and it affects all the accounts under the same server, but, Is there any possibility to configure the WHM/cPanel to give different values to each client?
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Apr 16, 2009
my server send mail after 1 hour how can i solve it ?
i have send my mail and after 1 hour for example name@yahoo.com or ... receive it
i have cpanel/whm
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May 10, 2008
I am facing an very typical problem, when I start apache and mysql both my site works good for half and hour or so then start getting slower and slower to load and after sometime becomes completely inactive. Then i have to restart both mysql and apache to get my site back.
When sites became inactive I have to restart only apache to see it back.Restarting only mysql dont help at that time.
Apache runs without any problem when running alone .(mysql stoped.)
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Aug 30, 2008
where to get cheap host for 24 hour virtual server for software application.
also for forex trading.
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May 16, 2007
My server currently has 500 set for this parameter. However, I have some scripts that send out reminders and the number of emails will certainly exceed this limit. So this leads to some questions...
What will happen if my scripts try to send out more than the limit?
What happens when the limit is exceeded? Do the scripts "crash", or do they just keep running? Do the "over quota" emails just get discarded or do they get queued?
How does this affect performance? Or maybe it doesn't?
Does the email queue get clogged up if it has too many emails?
What could be bad about increasing the limit - say to 2000? Would this create performance problems for my server?
I have a couple sites that I'm hosting and I would prefer to keep the limit of 500.
However, how can I increase the limit for my own scripts (domains)?
Or, perhaps this option has nothing to do with performance and it's strictly in place as a security measure to prevent hosted accounts from spamming.
I searched for information concerning this issue and couldn't find anything. The cPanel/WHM forum doesn't say what the parameter is for, just how to set it.
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May 2, 2007
Is it possible for a vps to queue 6000 outgoing emails and send them in just one hour, and deal with the load/io the returning emai l processing is going to generate (bounced, refused, inbox-full emails need to be removed from the list).
this is a daily joke service and it needs to send 6000 emails at a certain hour every day, and process returning emails for anti spam compliance and health of the list.
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Oct 3, 2009
Today, The Cloudlayer Instance we are having with Softlayer has faced a major downtime. At the time of writing this post, the service is down (5.30 hour already).
The support staff hasn't provided much information about the reason for downtime.
They say, the power failed in server room #5 for Dallas. The power was restored soon, but i don't see the CloudLayer Instance coming up even after 5 hours.
Having account with Softlayer for more than 2.5 years, i have been very happy with their team and their network, but more than 5 hour downtime and still the support not offering any ETA, is making me think of shifting to some other provider.
I am not much aware of Cloud Computing Instances and how much time they would need to come back online. But, i don't think it should take so much of time.
I am still waiting for the service to be restored. I guess some other members on WHT may have also faced the trouble today.
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Aug 4, 2008
Is 1 hour network reconfiguration downtime unavoidable with every Hosting Provider?
Today I got explanation from RackSpace why they needed to bring my server down for an hour when they install Hardware firewall (see below).
Could you comment if it's really necessary have 1 hour downtime in that case?
Here's how I see appropriate maintenance:
- Install and plug Firewall's power and external network cable without touching production server (no downtime yet).
- Connect test machine behind firewall and test if firewall works properly (no downtime yet).
- Switch network cable so it connects Production server to Hardware Firewall (20 seconds downtime).
Why couldn't the maintenance be done that way?
Anyway, here's response from RackSpace:
=======
I have answered questions 1-3 below and will be passing this ticket over to our network technicians in order to get questions 4-6 answered for you.
1) Why installing hardware firewall brought my server down by almost an hour? When working this type of maintenance to add firewall:
1. Mark ticket In Progress
2. Grab parts for maintenance
3. Put Public comment in ticket we are starting maintenance.
4. Log into server(at console or remotely).
5. Verify if other users are logged in.
5a. If users are logged in, we send them a message stating server is shutting down in X minutes.
5b. If no users are logged in, go to next step.
6. Shut server down.
7. Open the server.
8. Remove back plate from an open PCI slot.
9. Install PIX 501 card into PCI slot.
10. Screw PIX 501 power supply card in place.
11. Find open Powersupply connection and connect it to back of PIX 501 power card, since this will provide power for firewall.
12. Put side panel back on whitebox.
13. Install the firewall below the rack. We have to mount it to the rack the whitebox sits on. These are racked underneath the rack for each whitebox server. We use zip ties to hold it to the rack in place.
14. Put server back on rack.
15. Plug in power and network connections.
16. Connect console to server and verify server boots up fine.
17. Log in at console and verify it can ping NAT Gateway IP(192.168.100.1)
18. Verify if server can pint out to google or some other site
19. If we are unable to ping out or ping gateway IP, we will have to double check network connections and work with NetSec to resolve issues. This could be port speed issue since the PIX 501 firewalls require the port speed to be at 10Mb.
20. If server is pinging out fine, DCOPS will come back into DCOPS room and verify we can get to server remotely.
21. If server is not remotely accessible, we will have to go back to console and see if they are running any firewall software that is preventing access or if port RDP is using is changed.
21. Change status of server to online complete.
22. Send Public comment stating server is back online.
23. Close ticket.
24. Route Contract Received ticket for firewall over to Network Security to have them online firewall.
Downtime was necessary to install PIX 501 power card since the firewall gets power through this card.
2) How 1 hour downtime goes together with "Zero downtime" RackSpace slogan? Zero downtime means that your network will be up 100% of the time. However when upgrading your configuration (adding a firewall) there needs to be a certain amount of downtime in order to add this firewall to your configuration. Whenever a hardware upgrade is made there will be hardware downtime involved. The amount of time will vary depending on the hardware upgrade.
3) Why the length of downtime was communicated to me only at the beginning of downtime, and not some time prior to that? As we spoke about over the phone today I apologized for XXX not conveying the amount of downtime you will have during this maintenance. I have already spoken with him about this and moving forward if there are any maintenances that need to take place on your account your new Account Manager YYY and XXX will make sure and go into exact detail about the amount of downtime you should expect. Consider this mis-communication taken care of from now on.
=======
Is it really necessary to shut down production server just to plug Hardware Firewall power?
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Apr 6, 2009
I have Cpanel, with the "Prevent Nobody from sending emails" in the WHM>Tweak Settings enabled.
I want to force sendmail to use SMPT auth.. so that all mails sent are sent via SMPT and an authenticated POP user.
I guess this will help in limiting the "The maximum each domain can send out per hour" setting.
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Jan 9, 2009
I had purchased a small plan from then in order to keep some of my websites active while my servers were in use during the time shortly after selling my web host. Well about 6 hours after purchasing a plan, I received an offer from a friend to use some space on his dedicated server for the time being. Well I prompty cancelled my account with PeachyDandy and that is when the trouble started. I used the Cancellation form and promptly opened a ticket because I had not received a verification of the cancellation.
I also requested a refund since I hadn't even uploaded anything to there servers yet.
Here are the replies I received:
Hello,
You must submit a cancellation request by logging into your account, selecting the hosting service and clicking on the cancellation button and providing a valid reason for refund.
Ok, so I had messed up by opening a ticket... but I needed to provide a valid reason for the refund? This is a great contrast to what they state on their frontpage:
[url]
So after I receive the e-mail verification about the cancellation I reply with this:
Sorry to be a bother but do I need to open a seperate ticket to request the refund or will it be processed soon?
To which they respond:
You were suppose to submit a request for refund in your cancellation request. What is your reason for requesting money back / cancellation?
Me again:
My cancellation was submitted on 01/03/2009 @ 00:22. I included the refund request in there as well as the reason I believe. I am cancelling because I obtained a free VPS from my friend because I was unable to host all of my websites on your service. Thank you.
Then I receive this:
Hello,
We have reviewed your cancellation request for a refund which states you are getting a free VPS from a friend. This is not grounds for a refund and furthermore we are aware of you using our hosting as a reseller form and now selling your clients. This is prohibited unless you were authorized as a resell user.
WHAT? I don't mind the first part (not grounds for a refund with a no questions asked refund policy?) but the second part is the reason I am posting this. I was apparently hosting all 16 of my clients that I sold on January 1st to UmbraHosting on an account with 400MB of disk space and 4GB of bandwidth... BTW here are the screenshots of the 16 clients not including my websites: Disk Space ([url]and Bandwidth [url]
My final reply to them to keep with consistency:
What do you mean using it as a reseller? I only had an account for less than 6 hours before asking for a refund. If you check the bandwidth usage I never even uploaded any files. I sold my clients on January 1st, I placed an order for your plan a day after selling my company. And as for your refund policy: "45-day money back guarantee - no questions asked", this is also false. I was expecting something a little more professional.
I definately feel better now that this is out in the open because I had felt that I was calm and collected with not a bit of hostility towards them. I hope this thread was worth the $2.75 to them.
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