My sites are down. Why can't I get an ETA for my sites to come back up?

Category: Billing

kronis
Asked:
2013-07-16 11:25 pm EST

Hits: 846
When will you answer my question about the Current Outage affecting ALL MY Websites? c'mon guys. www.mosesavalon.com

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johnpaulb-imhs1
Staff
7,266 Points
2013-07-17 9:00 am EST
Hello kronis,

Thank you for your questions. I definitely understand your frustration. I checked the site, and it is loading at this time without any issues. After investigating further I see there was an issue yesterday, that affected the node your server is housed on.

I apologize for any inconvenience this may have caused, but our Systems team was aware and quickly resolved the issue.

Since this is a public forum, I recommend contacting Live Tech Support for a more immediate response.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul

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I contacted chat and called. BOTH said no idea when it will be fixed. it was a terrible response.
i contacted chat an hour later, the girl did something and the sites came up. NOT CLEAR PEOPLE
kronis
8 Points
2013-07-17 3:13 pm EST
Hello Kronis,

I'm sorry to hear about your frustrations with the server issues. I did spend a little time investigating the cause, and there is a note on the account that systems communicated with you a short while ago. According to the notes, they explained the cause of the issue.

In terms of the support service, I have forwarded the issue to Customer Care, and they will see towards any corrective action as its needed. Regarding the downtime issue and predicting an ETA for the resolution - that is very difficult during an ongoing investigation. They could tell you 24 hours, but then the issue might simply take 15 minutes depending on the findings of the systems team. We take these issues very seriously and we do try to resolve them as soon as possible.

It takes time for these findings and I while I can well understand your need for some type of estimate, please understand that there may be occasions when giving you a direct response may not be viable because of the ongoing investigation to the cause of the downtime. We don't want to give a blanket time estimate which might not be true.

Apologies again for the frustrations. If you wish to make comments/suggestions to management, please send an email to manager_feedback@inmotion.net. Let us know if you require any further assistance.

Regards,
Arnel C.
Arn
15,484 Points
Staff
2013-07-17 4:37 pm EST
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