I understand… but somewhere the communication seems to be breaking down too.
Seven days ago I requested the move, the new IP, and the estimated completion time so we could update DNS and be prepared to update at the time the move was complete.
Seven days ago I was told it would take 24-48 hours and would commence within 12 hours.
Five days ago I ask for an update and again requested the IP. (I asked for the IP 4 times and never got an answer of any kind)
Two days ago, after no response, I email again asking why there has been no reply for 3 days.
Ten hours later after still no reply I post here.
While I understand there are technical issues with Hsphere, I would imagine those issues are not preventing Jodo from replying to my tickets to answer my questions and keep me up to date.
Yesterday Dipesh replied on the ticket that the process has commenced and that he “…will update you again once completed”.
About 4 hours ago my client informs me their website is down. I immediately send in a reply on the ticket asking why it is down and if we need the new IP yet.
Still no response to that ticket. Still no update that the move is completed.
So I log into the client’s CP and sure enough, it is on win38. The move must have been completed and we needed to update DNS. I get the IP from the CP and pass it on to the client and they update DNS. The site still didn’t work, though, because somehow it got transferred as .NET nothing (no selection was set in the CP). That may be part of the Hsphere issues. That was an easy fix and the site is now working.
Hsphere issues aside, communication could have been better. Much better.
From my point of view it seems I was not kept up to date as promised, my requests for information were ignored, and the lack of response to a ticket saying a site is down is just plain scary.
Sorry to sound so harsh, but that was a bit frustrating. 