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More trouble with ServInt (Leaseweb)?

hjysy Sep 16th, 2019 182 Never
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  1. More trouble with ServInt (Leaseweb)?
  2. One of our ServInt servers (FlexVPS, 60 GB) has run of disk space and it's been more than 90 minutes since I logged a ticket on the ServInt portal,
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  16.  with a request to immediately add 10 GB disk space and bill for the same. The server has more than 100 email accounts and all email traffic is at a standstill.
  17.  
  18. ServInt MST is now saying they will pass on the request to LeaseWeb sales and there's no indication of when the sales team will reply or when the required disk space will be added to make email functional again. With the erstwhile ServInt, such requests used to be completed in not more than 30 minutes.
  19.  
  20. Incredibly disappointing. I think ServInt basically hung their old customers out to dry with the Leaseweb sale.
  21.  
  22. easy to blame someone else when you're running out of diskspace.
  23. come on basic hosting tactic is do not run out of diskspace.
  24. sorry but there is nobody to blame but yourself if you have to wait a long time now.
  25. those that don't anticipate will learn quickly  
  26.  
  27. Verstuurd vanaf mijn SM-G920F met Tapatalk
  28.  
  29. easy to blame someone else when you're running out of diskspace.
  30. come on basic hosting tactic is do not run out of diskspace.
  31. sorry but there is nobody to blame but yourself if you have to wait a long time now.
  32. those that don't anticipate will learn quickly  
  33.  
  34. Verstuurd vanaf mijn SM-G920F met Tapatalk
  35. In this case, we were alerted to the disk space issue by our client (who only contact us when they need support of any kind), so we have no insight into what their quota status is.
  36.  
  37. So, you mean to say close to 2 hours is not enough time for a hosting company to respond to/resolve a ticket marked critical?
  38.  
  39. In this case, we were alerted to the disk space issue by our client (who only contact us when they need support of any kind), so we have no insight into what their quota status is.
  40.  
  41. So, you mean to say close to 2 hours is not enough time for a hosting company to respond to/resolve a ticket marked critical?
  42. depends.
  43. if you offer a service to a client it is your responsibility to monitor it.
  44. you may think 2 hours is enough but from the looks of it they depend on another party.
  45. fact remains you as a service provider needed to anticipate.
  46. complaining here only puts your own capability to question.
  47. why isn't there a Grace quota?
  48. weren't you warned?
  49. Verstuurd vanaf mijn SM-G920F met Tapatalk
  50.  
  51. you may think 2 hours is enough but from the looks of it they depend on another party.
  52. LeaseWeb (who acquired ServInt) is a third party? And, we are supposed to monitor the server when the client has no contract but only calls us for support on demand?
  53.  
  54. Enough with your answers. Please desist from making further comments.
  55.  
  56. LeaseWeb (who acquired ServInt) is a third party? And, we are supposed to monitor the server when the client has no contract but only calls us for support on demand?
  57.  
  58. Enough with your answers. Please desist from making further comments.
  59. I said another party
  60. and they said themselves they needed to contact leaseweb so...
  61.  
  62. Verstuurd vanaf mijn SM-G920F met Tapatalk
  63.  
  64. easy to blame someone else when you're running out of diskspace.
  65. come on basic hosting tactic is do not run out of diskspace.
  66. sorry but there is nobody to blame but yourself if you have to wait a long time now.
  67. those that don't anticipate will learn quickly  
  68. That's not the point. It's about disparity in levels of service, even though Leaseweb assured former ServInt customers that won't happen.
  69.  
  70. Quote Originally Posted by Leaseweb
  71. Can I expect the same level of support for my servers and/or services?
  72.  
  73. Absolutely! There will be no changes to the level of customer service and support clients receive. Over the coming months and years this partnership will enhance our ability to serve and support your IT needs.
  74.  
  75. Who will manage my servers and/or services for me?
  76.  
  77. During the migration period, the current support team at https://portal.servint.net/ will remain the same for all ServInt customers. There will be no changes to how your products and services are currently supported. Once the migration is complete, the ServInt support team will be blending with the Leaseweb team and you can expect the same excellent customer service experience you are accustomed to.
  78.  
  79. You better contact manager at leaseweb instead of support sales staff. They do help but on weekends they do not work or they charge too much for simple tickets which should not be. I hope with time new players will come in this field and stop charging for support.
  80.  
  81. You better contact manager at leaseweb instead of support sales staff. They do help but on weekends they do not work or they charge too much for simple tickets which should not be. I hope with time new players will come in this field and stop charging for support.
  82. Considering this is 5 days ago, I am sure they fixed it already.
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  86.  
  87. One of our ServInt servers (FlexVPS, 60 GB) has run of disk space and it's been more than 90 minutes since I logged a ticket on the ServInt portal, with a request to immediately add 10 GB disk space and bill for the same. The server has more than 100 email accounts and all email traffic is at a standstill.
  88.  
  89. ServInt MST is now saying they will pass on the request to LeaseWeb sales and there's no indication of when the sales team will reply or when the required disk space will be added to make email functional again. With the erstwhile ServInt, such requests used to be completed in not more than 30 minutes.
  90.  
  91. Incredibly disappointing. I think ServInt basically hung their old customers out to dry with the Leaseweb sale.
  92.  
  93. How long did it take them to fix it? That's a lot of downtime. I agree with you. I want support and FAST. That's why you were paying a premium with ServInt and your expectations are realistic. Adding some space and billing for it, especially in an urgent scenario, should be a quick and simple fix. I hope you are moving away from LeaseWeb.
  94.  
  95. Adding disk space to a VPS should be an automated process nowadays.
  96. But also looking after your used disk space should be monitored properly by yourself - Disk space wont run out without with a snap of a finger.
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