Hi
@Illuder
I feel that I need to chime in here and provide some context and defend ourselves given that you have provided a very narrow perspective of what transpired and it serves to only tarnish our reputation which is unfair.
I remember this incident given that we supplied you with a backup of your website files and I was able to link this to your account
Nevertheless, they dutifully sent my backup after closing the account which I appreciate. So take their premium support package if you're considering them.
Sadly, my hosting with them lasted less than 6 months as the frustration in lack/slow support service meant loss of clients due to website downtime.
The above statement is seemingly false as I have taken a look through all of your tickets and our responses were typically within an hour with a few exceptions where the ticket was either logged after hours - below is a break down of the tickets logged and first time to respond
12th October 2023 at 16:34 - responded at 12th October 2023 at 16:37
12th October 2023 at 20:30 - responded at 12th October 2023 at 22:25
13th October 2023 at 04:01 - responded at 13th October 2023 at 04:46
13th October 2023 at 03:33 - responded at 13th October 2023 at 04:45
8th January at 10:07 - responded at 8th January at 10:09
8th January at 12:14 - responded at 8th January at 12:20
8th January at 19:45 - responded at 8th January at 21:11
At no point did you ever log a high priority ticket and the responses were within a reasonable time frame - I'm sorry if these dont meet your expectations.
You mentioned a loss of income and I am sorry if this is the case, but based on your words you were under pressure to get your services up and running within very short notice. When issues did arise and you made us aware we were there to assist you and resolve those issues.
The only downtime that I am aware of is after services were suspended, and shortly after you had issues connecting to our client portal to make payment.
During this time we ensured that our responses were being sent to you and we advised on how to resolve the issue relating to you not receiving an OTP on our portal.
Over and above all of this, the important part to highlight is that you became increasingly hostile, abusive and swore profusely in your ticket responses to us.
No amount of money in the world warrants putting up with this conduct and no one deserves to be treated like this, hence we decided to cease any further interaction with you.
If this is the way that you conduct yourself with the other hosting providers and they are willing to accept that kind of behavior then kudo's to them, but I cannot allow my staff and myself to be spoken to like this.