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Delimiter new dedicated, disappeared no power, >3hr wait for support response.
Hi,
I've just ordered a dedicated box from delimiter. Everything seemed fine until it just disappeared halfway through getting my data uploaded to it.
Not ideal, showing up as completely dead (chassis power off.) But >3hr after putting a support ticket in no news.
Basically I'm asking from others is this the normal support timing? Is there anywhere else I should be looking that tends to offer better/faster support?
Thanked by 1Turner
Comments
@MarkTurner
@mikeyur
Not at the same price, I actually pay for a <4 hour response at leaseweb and they rarely get back to me in under 3 usually over 4 tbh.
i think you should wait at least 12hours .
Its morning (6am+) in the USA now . Maybe they will reply ticket after some time .
You can also try calling the support if it's urgent?
I think they are based in the UK.
The only form of support is email, if I'm not mistaken.
if you just want help from delimiter then pm the both @MarkTurner @mikeyur
if you need better support then @dacentec here you a new client (the support is much faster)
or @qps they are also better
but if the server is the 20$/month one then i don't hold my breath give them some time they will sort you out
You're paying dimes and waiting for a 5m response time?
Be realistic please.
Waiting for a "Delimiter Refugee Offer".
They "guarantee" 24/7 support so expecting a relatively fast reply, specially when the server is completely down is not so weird.
Yes, they may have 24/7 support but no where in there does it provide a promise on ticket reply time, they guarantee 24/7 support - but they do not guarantee under X amount of time ticket replies, etc.
So what's 24 hours then? The time they take to get back to you?
Nah, just joking. But if my server is down and provider offers 24/7 support, I certainly expect a reasonably fast reply. No idea about the specifics of this situation, just generalizing.
I just spoke to them about this, your ticket was not on their dashboard. They logged into Hostbill and there it was. They've started looking at it.
Apologies, they consolidate their tickets from WHMCS and Hostbill into a single platform there have been cases recently where tickets have not copied across properly.
For now I've asked them to do a cursory check on both systems every hour in case something doesn't get pull over.
[Edit]
FYI as this was an outage, please use the Outage Report rather than Dedicated Server Support, that is also assigned a 1 hour SLA then its automatically escalated by email. It would have caught this issue earlier.
Wouldn't have thought many staff would be working on a weekend!
Resolution - blade was powered back on, memory tested run - no errors.
Shouldn't the OP been able to do that themselves through Ilo/drac or via your control panel?
Or did something go wrong that prevented that from working for some reason.
Should have been able to power up from the dash.
That's correct.
Nope. Logs show a graceful shutdown, and then many attempts to 'reset'. But hitting reset on a powered down machine does nothing, the resolution was 'power on'.
I'm not sure that the issue has been resolved, but if you ever need to, @mikeyur can be reached at +1.4044925005 (from WHOIS)
I think @MarkTurner mentioned earlier that the number there is a fake to prevent people from circumventing ticket support.
Correct me if I am wrong or that has changed.
Edit: Was in https://www.lowendtalk.com/discussion/71891/where-is-the-crazy-delimiter-deals/p4
Hmm lemme try it
@MarkTurner already gave a perfectly reasonable method of contact, calling the whois contact seems like a sure fire way to have the pricing rethought out.
Makes me think about that saying, "Why we can't have nice things"
The price increase required to provide phone support would take Delimiter out of 'low end'. I considered having a sales phone number, but was easily convinced otherwise after seeing the abuse that my team members receive via tickets.
If you read the thread you'd see that this issue has been long resolved.
Naw, I just wanted to see who would answer xD
I saw. I like the quadix refugees page btw
Apart from that, you could offer phone support at a rate of e.g. $2/call or something
That may work if we employed third world workers. But $2 in the UK, wouldn't even be worth picking up the phone
I used to pay $15/year to @skylarM at crissic and used to receive < 1m responses...
I believe it isn't the amount you pay that matters but what the service providers policy is with regards to the issue.
As a Customer - Pay a mole: Expect a mountain
As a Service provider - Provide the worth of the deal
You mean the guy who sold that company and works for who he sold it to now?
Were you using filezilla? I've had it kill servers (bsod) when doing mass data transfer.
dacentec and good company however you are taking advantage of cituaçao they were only need to take a corrective to meet more customers you soon will be the next target with all its structure we will see what you will say to your customers dacentec receive in 5 transit links 200gb ddos+ u receive double! for being a charlatan
I don't get it. Either way, good that it's working again. And nice to know that you have some protocols in place that identify urgent situations, even on low priced services.