Also, schooner is mixing two distinct issues here. One with the DDOS attack and one with his packetloss. The packetloss issue is something that has nothing to do with us and I have already recommended he contacts his ISP. We have done our best from our side
[QUOTE=Yash]
schooner submitted a ticket after the issue was fixed, but still being investigatd. The support team wasn’t updated yet. Supported tested the site, and it was obvious there was no issue. The support team was shortly later informed about the issue, and they accordingly started updating tickets and i updated the forum.
[/QUOTE]
Yash - Please do not misquote me. I DID NOT at any point submit a ticket. On Sunday morning I reported the issue AS IT HAPPENED in Live Chat. I also posted the issue in the forum. I was told there was no issue on your end and was monitoring it at the same time and our sites as well as Jodohost were basically down or extremely slow. I stayed on chat for over 10 mins, when finally the person said to check it again and it seemed to be better. The problem was reported by me and was certainly going on while I was in chat and not after it was fixed.
I am not sure why you are claiming I reported it after it was fixed because this was certainly NOT the case at all. The sites were not accessible during the chat session plain and simple.
Please do not misrepresent the issues. All I expect is an honest reply to issues, not excuses, blaming the user, or changing the facts after the case. This does not instill confidence in me.
schooner, you reported the issue on livechat after the attack had been significantly reduced.. although it was continuing to occur. I just went over your chat transcript. I am sorry if I stated your report as a ticket instead of a livechat session.
We had tested your site at that point of time, and it was working 100% fine. I can only suspect your packetloss issue through teleglobe had increased significantly during that period making it appear to you we were are denying that a problem with your site was still going on. And when the attack completely subsided, and our support team was informed, you were asked informed so as well
[QUOTE=Yash]
schooner, you reported the issue on livechat after the attack had been significantly reduced.. although it was continuing to occur. I just went over your chat transcript. I am sorry if I stated your report as a ticket instead of a livechat session.
We had tested your site at that point of time, and they were 100% working fine. I can only suspect your packetloss issue through teleglobe had increased significantly during that period making it appear to you we were are denying that a problem with your site was still going on. And when the attack completely subsided, and our support team was informed, you were asked informed so as well
[/QUOTE]
Yash - I really don’t want to beat a dead horse on this any further. I know what I seen and that is that. First you stated I reported it after it was fixed, now your saying I reported it after it was reduced but still going on.
I was on the site all morning, prior to when it happened, when it happened, and after.
Again, please do not try and twist this story around. All I was looking for was a fix to the problem not an essay on covering yourself. Again it concerns me how this is being represented as it looks as if Jodohost doesn’t want to present the full story for some reason and changes the story as needed.
I guess at the end of the day I am just wrong and that is that regardless of what we and our clients were experiencing. Well again I will base my use of Jodohost on the performance of the servers and will go from there. This is becoming frustrating as it seems once again that excuses are clouding the issues.
According to the outage times I have, and your chat session timing, you reported the issue when the attack had subsided and the tech answering your chat session did test your site.
If you ever go on to livechat, and report your site is down, it is always tested. However, they were not aware of the larger problem and i have already admitted that.
I am not covering myself, I am covering the way we function. You are expecting a level1 support team to know exactly what is going on right away and as i said that isn’t possible. As soon as we got the ifnromation, we informed customers.
The problem has been fixed. And the issue has been resolved last evening. I have spent a significant amount of time looking into yoru past issues so I do find it frustrating when I am accused of making excuses and “covering up” facts. This is something I nor JodoHost has ever done
Schooner, we reported you event as we come to know of it. What is there to cover up? JodoHost does not work this way. You can read thousands of thread on JodoHost forums criticising us. We accept where we are at fault and learn from it. We do not cover up.
Atul, I just found it odd that I was misquoted in what Yash said and I just find the underlying tone to be one of avoiding the actual problems. For example first it was stated I reported the issue after it was fixed in a ticket, and then it was admitted the issue was still ongoing to some degree when I reported it in Live Chat. Again, I know what was happening when i reported it as I had been on the server all morning, both before, during, and after and when I reported it the support person said it was fine and then found out there was an issue going on at that time. Perhaps there needs to be better communication on your side to better informa the client, as there is nothing worse that reporting an issue to be told that there is no issue and then find out later there was.
Again all I wanted was the issue resolved honestly.
I have nothing more to say on this matter. I had never thought that pointing out an technical issue with a host would turn into such a discussion. I also found it odd that this thread was locked a few minutes ago and then reopened.
We will monitor the server performance and go from there.
The issue when your went on livechat had subsided enough for it not to be a serious issue. This is according to my outage times.. Your site was tested by the tech and the issue was not ongoing then. You may have still been affected due to your ongoing packetloss issues from your ISP. When the support team got to know about the larger issue, they informed you.
I may have misquoted you for a ticket instead of a live chat session, look at page 2 though and I state you contacted us via live chat not ticket. So I obviously made a mistake with that, and considering how many issues I look through in a day I think you can give me the benefit of the doubt instead of stating I am trying to look for excuses or covering things up.
I admit that level1 support wasnt informed immediately, I appologise for that. But there is not much we can do there. We as a company have maintaned an open policy towards information, and we always provide regular updates on issues.,
I am about done with this. If you have found me rude, I appologize. If you have found me to be unprofessional, I appologize. But you accused us of covering or denying things and that is something I do not accept. I am closing this thread now. Feel free to PM/email me if you wish
In a situation like this, lots of customer send tickets, they come on LiveChat or post at this forums. We respond to them and at the same time find out what is happening so that we can resolve it.
We relay to our customers what we know at that point of time.