Official Web Africa Hosting thread

Thanks WebAfrica Helper. Will send you the stuff plus some extra questions a bit later.
 
Good morning :)

I received the details and sent it through to a colleague. Will ask them to respond to the one ticket regarding both payouts.
 
@Solitude
Just confirmed with my colleague that the GH one was processed yesterday so you should receive it within 2 - 3 days thereafter. Just waiting on confirmation from the WA side.
 
You should have received an email from them hey :) Requested that they mail you with a timeframe. Let us know if you have any other questions :D
 
I think something that Web Africa and Gridhost can learn is to reply to their support tickets.

I deal with a lot of hosts and if you look at Domains, Hostking, Webspacebar and such, they normally reply within an hour. With Web Africa and Gridhost I often have to wait more than a week and only after I keep bugging them.

Even if they just give a reply to say that they are working on it. Just some indication that they saw the ticket.

Especially now at Gridhost where the website was changed and introduced a lot of bugs.
 
On Saturday (27th October 2017) one of my domains was inaccessible because the SSL certificate was not updated by WebAfrica, a certificate which was paid for and is only supposed to expire on 31/07/2018. The downtime amounted to roughly 11 hours.

This is unacceptable as our clients rely on us to provide uninterrupted service when it comes to hosting the platform we currently have set up for them.
Thanks to one of your employees everything was resolved on Saturday but now we would like to know the reason for this occurrence and what can be done in future to avoid this or any other issues like it.

I have sent through an email to WebAfrica & Gridhost and none of them have come back to me. This kind of customer care is not what you once stood for. We chose WebAfrica based on professionalism and reputation.
 
Hi guys. Apologies for the late response. It has been a bit crazy around here with the changes and all but that alone should not be an excuse for not responding. Nonetheless I apologize profusely.

@Solitude - It is interesting that you mentioned our response times being that long. We respond to our clients as quickly as possible and have never been that old. At least within the support team. Do you have any ticket IDs that I can look at to see what went wrong perhaps? The only way we can improve is to get feedback and examples so we know where the problems are. As far as I know, they definitely respond within 24 hours and naturally are looking at different processes to improve the response times.

@sphinx_za - This is something I personally worked with. There were clients whose SSL certificates were expiring but not receiving the notifications about the renewal. I found out that the notifications were being sent to us instead of the customers and requested a process be put into place where renewal notifications comes through as a ticket to a specific mailbox that our guys can take of. Can you please PM the domain in question and any ticket IDs you may have so I can follow up with the others and find out what is happening with those notifications please?
 
Also since we are no longer trading under WA we will be creating a different thread. Feel free to sub to it and post any questions you may have there. See you all on the other side :)
 
Gridhost said:
Hi guys. Apologies for the late response. It has been a bit crazy around here with the changes and all but that alone should not be an excuse for not responding. Nonetheless I apologize profusely.

@Solitude - It is interesting that you mentioned our response times being that long. We respond to our clients as quickly as possible and have never been that old. At least within the support team. Do you have any ticket IDs that I can look at to see what went wrong perhaps? The only way we can improve is to get feedback and examples so we know where the problems are. As far as I know, they definitely respond within 24 hours and naturally are looking at different processes to improve the response times.
Click to expand...

My Web Africa tickets are almost always answered like this:

"Thank you for your e-mail and for contacting Web Africa.Please accept my apologies for the delay in response as we have been experiencing a high ticket volume which has made it difficult for us to attend to all customers queries accordingly. We would like assure you that this is not the level of service that we are accustomed too and therefore would like to thank you for your patience."

:)

Gridhost in general has been much quicker until the website change. But it's probably just because my last two queries were because of problems with the change that the developers had to fix.
 
Solitude said:
"Thank you for your e-mail and for contacting Web Africa.Please accept my apologies for the delay in response as we have been experiencing a high ticket volume which has made it difficult for us to attend to all customers queries accordingly. We would like assure you that this is not the level of service that we are accustomed too and therefore would like to thank you for your patience."
Click to expand...

I think I have seen a response like this from our billing team a while ago before the change. If you run into similar wait times as before from now onward please let me know.

Will look into it for you guys
 
Gridhost.co.za / Webafrica.co.za along with all my domains are currently offline.
 
P00HB33R said:
Gridhost.co.za / Webafrica.co.za along with all my domains are currently offline.
Click to expand...
Apparently there was some sort of power outage that has also fried some dedicated servers, including mine. Finally managed to speak to someone this morning. They are busy rebuilding our server.
Been down for nearly 24 hours now.
Terrible service from them so far.
 
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