I then spend most that week trying to get help but the customer support department can't do anything besides passing it over to tech support who customers can't talk to.
Your terms of service suggest that you have a 99.9% uptime. Which would be just over 8hrs in a year. Unless of course it's a scheduled maintenance which I would have known about as you'd have provided me with a notification 48hrs before.
Today alone the server has been down for over 9hrs, yesterday for around the same, Monday and Tuesday was mostly up Sunday was mostly down.
The current issue seems to be from you trying to updating the VPS/Hosting software but after the update the VPS software is unusable, and hosting software (whm/cpanel) the license got screwed up and I ended up with trial versions.
Please Please Please can you sort this out....
Hostpapa Support 5:03:07 AM
Hello Timothy, Thank you for contacting HostPapa. My name is XXXXXX. How may I assist you?
Me 5:03:15 AM
Hi any update with VPS downtime?
Hostpapa Support 5:03:33 AM
Let me know your domain name or client id
Me 5:03:45 AM
Hostpapa Support 5:04:09 AM
Please wait while I locate your account and check it for you.
Hostpapa Support 5:09:56 AM
I can see that your ticket is in technical support queue, they are checking this issue and will update you as early as possible
Me 5:10:19 AM
okay... so what is hostpapa's uptime gaurantee?
Hostpapa Support 5:10:52 AM
This is something cause unexpectedly, please refer the same ticket for further assistance
Me 5:11:43 AM
Okay the last message from you guys on that ticket is as follows:
Me 5:11:45 AM
Thank you for contacting Hostpapa!
Yes, we are aware of the issue of message showing as trial version in your whm/cpanel, though this should nto affect any of your services and we are already on it and it should be resolved shortly. Further I have also check your few websites and as of now it seems to be working fine. Further there also no problem SSHing to your server with the default login details.
Me 5:12:01 AM
that was at 12:10 on the 21st
Me 5:12:18 AM
it's now 6:12 on the 23rd
Me 5:12:33 AM
How many hours is that?
Hostpapa Support 5:13:17 AM
Unfortunately I can't give you exact ETA but rest assure that this will taken care on highest priority now.
Me 5:13:48 AM
As I am told by the last 4-5 support agents over this time.
Me 5:14:49 AM
((multiple times as I have certainly spoken to several of your multiple times))
Me 5:15:20 AM
So in answer to my previous question your uptime guarantee is 99.9%
Hostpapa Support 5:15:58 AM
I can understand your concern but this is not in our hand, we will try to resolve this as early as possible
Me 5:15:59 AM
over a year that works out to be 8.76 hours...
Hostpapa Support 5:16:11 AM
Please refer the same ticket for further assistance
Me 5:16:54 AM
But if I add anything additional to that ticket it gets put to the back of the queue and losses it's priority correct?
Hostpapa Support 5:20:28 AM
Yes, it will go to down in technical support queue. I can see that ticket priority is already raise to 911
Hostpapa Support 5:20:39 AM
Please wait for some time to get this check by them
Me 5:20:53 AM
When my VPS is screwed up by an update on your end (i.e. something completely out of my hands) the only thing I can do is contact customer support who pass it over to technical support (a quasi-mystical dept who can't be directly contacted) and told to wait for them to do something?
Hostpapa Support 5:21:32 AM
Sorry for the inconvenience cause to you
Me 5:22:05 AM
And the only thing that support seems to think these issues cause is "inconvenience"..
Hostpapa Support 5:23:13 AM
Kindly allow some time to check this issue for them, check this after some time interval
Me 5:24:12 AM
The problem here is that every time I contact you guys is that I get exactly the same replies...
Me 5:25:13 AM
"please allow me some time to check", "please keep an eye on the ticket and allow some time...", "your ticket is with technical support and is at 911 priority"...
Me 5:26:06 AM
What exactly should I tell the clients that are bleeding money and giving me an earfull because I trusted you guys?
Me 5:28:50 AM
Additionally... This issue is affecting more than just my VPS corret?
Me 5:28:55 AM
Hostpapa Support 5:29:58 AM
I can understand but there is nothing we can do without waiting for the issue to check by technical team
Me 5:30:32 AM
Do you have a VPS with hostpapa?
Me 5:31:12 AM
Like you personally... do you have this "product"?
Me 5:32:43 AM
Have you spent days at a time trying to get any information beyond platitudes from a customer support department that seems to have it's hands tied behind it's back by company infrastructure?
Me 5:34:22 AM
Not exactly a fan of the words "inconvenience" and "understand"....
Me 5:36:15 AM
So... There are 2 and a 1/2 hours till start of business today...
Me 5:37:02 AM
this vps has been down at least 48hrs and not performing as promised for over 5 days now....
Me 5:38:08 AM
I am already looking to move critical sites to clients away from you guys..
Me 5:38:30 AM
I've lost other clients in the last issue like this...
Me 5:39:15 AM
At what point to I run web-scrapes to find every review site on the internet to attach this conversation to?
Hostpapa Support 5:42:07 AM
I have asked concern one to check this on high priority, they will deal with this on high priority
Me 5:45:23 AM
is that "911" priority? The priority this ticket has been on since Sunday?
Hostpapa Support 5:49:31 AM
Yes, there is nothing I can do with this right now. I have asked to check this issue and they will notify through email