Service Complain

[muztagh]

This is a email contact with the service team after a script caused a work overload to the server. I am quite upset by their slow and selfish responce.

==============================================
Dear Customer:

Your account for muztagh.com was suspended by the server for the following reason:

Perl CGI scripts in your /home/muztagh/public_html/search directory are overloading the server. Please limit the rate at which your scripts are spidering your website.

To resolve this as soon as possible, a trouble ticket reguarding this suspension has already been opened for you, and you can reply back to it immediatly by replying to this email. Please keep the subject of this email intact in your response. Please respond back as soon as possible so we can help get your site back up asap.



-HostRocket Support

support@hostrocket.com

===============================
Dear Sir,

I did not know the work load of that script can bring to the=
server.
I have had made it to run once in hour, now I have changed it to=
run
every four hour, I hope this can solve the problem.

In future I will appriciate if you can give me an email before=
you
suspend it.

Please activate it as soon as possible, as now it is the peak=
time
for our targeted traffic.

Thanks in advance

With best regards

ILHAM
======================================
Hi Ilham,

Thank you for your cooperation in reducing the
frequency of the scripts execution from every
minute to hourly. Your account has now been
unsuspended and your web site is back online.

We always try to issue a warning rather than
suspending service whenever possible, however
when one account is negatively impacting the
performance of all accounts on the server there
really isn\'t any choice but to suspend pending
a resolution.

If you need anything else please let us know.
Thank you for using HostRocket!

-Don Schneider
HostRocket Support
============================================
Dear Sir,

I have received your email which tols me that due to a overload of
the script I have run on the crontab, my account is suspended so
I have to disable the script.

I wrote several email in which I agree to cooperate with you and
disable the script, but I believe at least one of your technical
person must know that I cannot disable the script without accessing
my control panel.

Please consult with your master and enable my account so I can
disbale the script and get back my site.

I believe this could be the joke of the year: you are telling me
to change something which is on the control panel but you are not
giving me the access.

ILHAM

============================================
Hi there,

I apologize for the delay in response. It appears that
your account is continually causing problems on the server
and we just cannot risk the performance of all of the
other shared accounts on the server. In order for you to
continue hosting with us, we will need to ask that you
upgrade to a dedicated server. For further information on
our dedicated solutions, please visit the following link:

http://www.hostrocket.com/products/dedicated.htm

Melissa McDermott
HostRocket Support

==============================================
Hi, Melissa,

It would be much better if you can help me to solve the problem instead of
asking me to pay more, I cannot afford it!

The problem is created by a script I have run on the crontab which rebuilds
the site search index in certain interval, after first suspention I have tried to delete it
via control panel but it seems that It is still on the crontab, I believe you can help
me to erase it.
I could also retry to erase it but my account continuesly suspended and I cannot
access my control panel.

I think it is not a good asking client to pay more when a problem occurs without
really trying to solve it specially after you people have lost all my data including the
index data just recently. All these problem is occured due to my overtrust for the
safety of keeping all the date on a server side.

Have you ever think to place our data on the dedicated server when you have coused
all these problem to your clients when the server is down and lost all the files?????
I think no, you people just assumed that we can easily forget and forgive your fault because
all of us simply believe that it is not done on purpose. Actually we have accepted the
situation and started to rewrite, reload all our files. We didnot asked you to put our data
on the dedicated server. But now, when there is somehting wrong at our end which is caused
partly due to your fault you are asking us to pay for that, do you think it is fair?

I do not want to keep this communication to long, specially because things are quite clear
problems are can be solved. Please reactivate my account , resend my password.

If you can spare sometime please check why the crontab keeps running after I have deleted
the command line? If you really care your clients please think over these questions:

Why we do try to find, install third party scripts when there is a free one on our control panel?
Would it be possible to install something better, which we can have some control things like
the style, sorting order etc.?

If a user caused a problem, is it possible that you can give them a chance to solve their own
problem by letting them access the control panel?

Thanks and regards

Hope to hear from you sooner

ILHAM
============================================

http://www.muztagh.com

[rguill]

and your point is? Although it does suck, those are the terms of HR's service.

BTW, cross-posting is annoying and unnecessary.

[muztagh]

my point is very simple, they should not just ask for me to move for dedicated server while the problem can be solved in reasonal way: erase the script and let me have my site back.

cross posting can be annoying, I have come to a conclusion to do this after I realise I cannot get a quick reply for a single email. you have no idea how many emails I have sent to get a reply. I am quite surprised to get a reply on the forum ony with two posting.

[rguill]

Since nobody here can help you, you're better off taking this issue up with Support. All you'll get by complaining here is a locked thread and a message from Support advising you to take issue with them via e-mail.

But like I said before, it does suck. I, too, have been affected by this policy but there's not a lot I can do about it except take my business elsewhere. I won't because I have yet to find a better host than Hostrocket.

So my suggestion to you is leave if you are unhappy and let them know why. That's the great thing about capitalism, the power is in the consumer.

Good luck!

[muztagh]

I have sent another email and submitted a ticket. Now I am waiting, not sure when I can get the reply. It seems the support team has too many emails to reply. I hope they are not just ignoring me until I get agree t purchse their dedicated hosting package.

By the way, you have mentioned the thread may be locked, do you mean that we can not post negative comments about the HR?
do they just clean them out and keep the happy posts here?

If this is the case I would say they are very clever, as I have decided to purchase the hosting plan after I have read certain positive comments here.

If that is case, it sounds like a trap to me.

[rguill]

They only lock threads that are solely issues that are support-only related and should only be dealt with via Trouble Ticket.

[HRGraham]

This is the response sent to ticket number 120503. If you want to discuss this further, please reply to your ticket instead of posting on these forums.

Dear Sir,

First, please do not send in duplicate tickets. All tickets are answered in the order they are received and when you send in duplicate tickets it only further delays a response.

I will first try to explain our suspension process. Servers are monitored 24/7 and when we see one account using the amount of resources for 200 accounts, action is taken immediately. We make every attempt to warn you before suspension. However, if it is adversely effecting the performance on the server for other customers, you will be suspended. I have looked over your account and past tickets and this is your third time being suspended for overusage.

We have analyzed your account and determined that you will need to upgrade to a dedicated server. This will give you the freedom to use as many server resources as you would like without effecting other users. Please remember that we do appreciate your business but we have to be fair to our other customers. If you would like to proceed with the upgrade, please pick a server at the URL below and use the order form on our website. I will personally make sure it gets setup today.

http://hostrocket.com/products/dedicated.htm

Graham McMillan
HostRocket Support

[MikeCLovett]

It is a shock to be suspended but those are the TOC.

I think it would be very useful if us clients could be provided with the means to monitor our own usage levels in the same way we can see disk usage/bandwidth, etc.

Even if this was simply a daily/weekly/whatever average it would still be a heads up and allow for some planning.

Certainly I would find such a facility very useful.

Hrm, I think a 'suggested services' post is required :)

[muztagh]

Originally posted by MikeCLovett
It is a shock to be suspended but those are the TOC.

I think it would be very useful if us clients could be provided with the means to monitor our own usage levels in the same way we can see disk usage/bandwidth, etc.

Even if this was simply a daily/weekly/whatever average it would still be a heads up and allow for some planning.

Certainly I would find such a facility very useful.

Hrm, I think a 'suggested services' post is required :)

Yes, That is part of TOC.

I have just read the TOC again, they said :

HR Web Services reserves the right to Cancel/Deactivate any account at any time for any reason.
HR Web Services reservers the right to modify this agreement at any time.]

But they should not think these terms give them the right to do whatever they want. Besides we are not the enemies, we are the clients, our point is to let them solve some problems which can make us happier and stay longer.

[MikeCLovett]

Originally posted by muztagh
Yes, That is part of TOC.

I have just read the TOC again, they said :


But they should not think these terms give them the right to do whatever they want. Besides we are not the enemies, we are the clients, our point is to let them solve some problems which can make us happier and stay longer.

I think that portion of the TOC pretty much DOES give them the right to do whatever they choose.

However I think HR are composed of reasonable people and will only act when needs must.

Back when I was heavily into game communities in the UK, I ran a website (forum) for some CS admins. This was a very busy site and my account was briefly suspended due to overuse. This on a semi-dedicated account.

So I do sympathise.

However there are boundaries and we must accept that they are in place for good reason. There is no alternative.

My only gripe is not the TOC or the act of suspension but the fact that we seem doomed to grope in the dark, completely unable to see the precipice that is the limit of our accounts server usage.

So when we fall over the edge it comes as a nasty surprise.

I very much would like HR to give us the means to police ourselves, to avoid a sudden shutdown.

This is especially the case for resellers. I want to be able to plan ahead. If there is a growth in server usage I would like to be in a position to predict when an upgrade may be required.

I dunno about you, but having this kind of intelligence is fundamental - particularly for a business.

[HRGraham]

muztagh-

That is in our TOS purely for legal reasons. We do not go around suspending accounts for fun as we realize without you guys, we would not be in business. However, if one account is causing an unpleasant experience for other customers, we have to take action.

-Graham

[muztagh]

My only gripe is not the TOC or the act of suspension but the fact that we seem doomed to grope in the dark, completely unable to see the precipice that is the limit of our accounts server usage.

So when we fall over the edge it comes as a nasty surprise.

I very much would like HR to give us the means to police ourselves, to avoid a sudden shutdown.

This is especially the case for resellers. I want to be able to plan ahead. If there is a growth in server usage I would like to be in a position to predict when an upgrade may be required.

I am 100% agree with you, that is what I have been telling them. My overusage was caused by a command run by crontab, after I got my site suspended I keep asking them to give me the access to the control panel so I can delete it. But not convinced them yet.

[HRGraham]

Originally posted by muztagh
I am 100% agree with you, that is what I have been telling them. My overusage was caused by a command run by crontab, after I got my site suspended I keep asking them to give me the access to the control panel so I can delete it. But not convinced them yet.

Sir, we have given you plenty of time to correct the problem. You have been suspended three times for the exact same thing. These scripts were causing so many problems that the server almost crashed one of the times. An e-mail was also sent each suspension explaining why your account was disabled.

-Graham

[muztagh]

Sir, we have given you plenty of time to correct the problem. You have been suspended three times for the exact same thing. These scripts were causing so many problems that the server almost crashed one of the times. An e-mail was also sent each suspension explaining why your account was disabled.

-Graham

Yes, I have received your emails explaining why your account was disabled. I have taken prompt action, and also requested you can even delete the crontab job which is causing the problem. Technically it should be possible to solve the problem by you guys also, isn't it better if we solve the problem instead of writing emails here? are you trying to penelize me for this matter? end of last month when you have lost all my data on the on our server due to your server problem, is there any body among us tried to penelize you? do not you ever felt guilty when you are playing like this?

[HRGraham]

I'm not going to argue with you about this anymore. I'm locking this thread. If you want to discuss this further, please do so through our ticket system or give us a call on Monday at 1-518-371-3421.

-Graham