Mail server removed

[somereseller]

mySQL has been down for two hours, so everybody gets a month free? I doubt it....Refunds should be automatic

[MadPinger]

There is no where on the Terms of Service or site that states it's only for the network. In the Server Specs section it even shows that the servers are up 99.9% of the time (implying the 99.9% uptime guarantee)

When i sent the inquiry [7333--852bd7e] I asked for details about the 99.9% uptime guarantee and those are the only details he gave me. If you want to see the actual ticket let me know and i will post it here.

[somereseller]

I know they do refund people, it happened to me once, but I feel bad doing this. Will it make Vortech any better? I doubt it. That's why I'm all for automatic refunds or calls for refund.

And while they go through all their logs to check things out, they're not working on other problems =)

[MadPinger]

Let me also add that uptime is uptime whether it be network, hardware, or software related. This has to be honored because it does NOT state uptime for the network ONLY The only place that states that there is no uptime guarantee is on the FAQs for Dedicated and Colocation!!!

[MadPinger]

It does not make things any better or worse. I love how vortech's staff is working round the clock to make sure we are happy, but if they place a guarantee on their site then it is their duty to honor it. If they don't want to honor it then they need to be specific and state only a 99.9% Uptime with no guarantee.


This puts us resellers in a bind because i too placed a 99.9% uptime guarantee. What do i tell my client when their site won't come up do to a server problem. They don't care if it's server, hardware or network related. If the site is down then it's considered downtime unless otherwise stated in writing.

[somereseller]

Can you point to a text stating that they offer 99.9% uptime?

There is nothing here : http://www.matrixreseller.com/tos/index.php

You don't need to dig that deep. It's in huge print right on the default page.

http://www.matrixreseller.com

[admin]

MadPinger, we offer it as network uptime not really server uptime.

But we still do offer refunds if a server is having big problems. I just took a look in netsaint the system that checks our servers ever 30 sec.

This full month the the lowest up time for all servers is 99.71 nt12.hsphere.cc. This was due to the problems with IIS that have been fixed. We also issued credits for this down time..

We really take server downtime on a case by cases thing.. Network uptime is always guaranteed with us.

'99.9% Uptime Guarantee' is also claimed near the bottom of the plans page:

http://www.matrixreseller.com/plans/index.php

[admin]

Originally posted by mranderson
You don't need to dig that deep. It's in huge print right on the default page.

http://www.matrixreseller.com

mranderson, it does not say server or network there.. Maybe I should make the image say Network up time then to make you happy..

If you have a problem with downtime submit a ticket other wise i can't help really..

I've got two tickets.. one of which is an emergency, almost an hour now with no response: #9758

The other one is over 50 hours old and still not resolved: #9481

[MadPinger]

Ok now my control panel is not working. The page where my customer's and I login isn't working. Please help

[admin]

Originally posted by mranderson
I've got two tickets.. one of which is an emergency, almost an hour now with no response: #9758

The other one is over 50 hours old and still not resolved: #9481

Are these tickets in H-Shere or in our other ticket system. If its in H-Sphere i can check them till Psoft is done.

OK admin... now my email (and that of my customers) isn't working either. Let's try this:

AIM: aalex97
MSN: adam937@msn.com
Y!: aalex1978
ICQ: 2002519

Please contact me by IM so we can resolve this. I'm online with all four right now.

Thanks,

Adam

[admin]

ICQ: 2002519 says your off line.