I had a recent issue come up with a dedicated server. The response from TCH in this manner was such that I am compelled to share it with present and potential TCH customers.
On the morning of August 16, 2006 I was surprised to find that a client’s database was ‘missing’ from their dedicated server. I quickly issued a help ticket to the TCH staff marked it “urgent” (I think my first ‘urgent’ ticket, I have been here at TCH for several years) and entitled it “xyz dedicated server missing database – in pseudo panic”. Within minutes, less then 3, Alex Spaford (technical support) responded. Alex continuously worked the problem until he discovered that the MySQL server was working on the box but not responding. He corrected the situation and all was well. Thank you, Mr. Spaford!
Now this is typical TCH… exceptional service, they are here to help their clients!
But hold on because it did not stop there. The ticket was closed and all was well. Then here comes Vivek Bhatia (Special Project Manager / Systems) who reviews the closed (and resolved ticket) and decides to open it. He notifies me with a complete explanation of what went wrong.
Turns out that cPanel upgraded MySQL the early morning of August 16 and that MySQL was not fully restarted by the installer script on this particular box. Now, not only do I have the server up and running, I have a complete explanation of the cause of the problem. In addition, he explained in very simple terms (which some of us require) how to issue a restart on my own if MySQL server trouble arises in the future… explanation and education!
Mr. Bhatia did not stop there. He noticed through one of the replies in the ticket thread that I had a backup that was more then one day old. In investigating, he found that the daily backup was configured to run every day but only on Saturday. Hmmm sounds like my daily backup was only running weekly! What does he do, well as he stated in the ticket “I have now configured backup to run every day.”
Explanation, education and uninitiated alteration… all just looking out for me and my client.
TCH is the only hosting service to consider for a single site, reseller hosting package or dedicated server.
I give the highest praise to the owner, the staff and the wonderful service!!
D. Scott Demmin
DSD Web Works