freddy Posted March 28, 2003 Posted March 28, 2003 I've dropped a ticket at the helpdesk asking to restore a backup but it's been sitting there for over 14 hours now... how long does it usually take? And what if there has been a new backup already and it's no use restoring anymore?? I know there have been some problems with the DOS attack but does that mean all other support stops? Don't get me wrong, i'm a very understanding person, but i'm not getting anything not even a comfirmation that it has been read... I'm getting a bit nervous here to be honest Quote
TCH-JimE Posted March 28, 2003 Posted March 28, 2003 Freddy, I am sure TCH will be attending your post asap. Being a tech guy myself for my university I know at times someone can get left behind but its never out of forgetfullness or because support can't be bothered and as soon as I find them, they often get special treatment! In regards to your problem, do you have any backup what so ever of your site? James Quote
freddy Posted March 28, 2003 Author Posted March 28, 2003 I wish I had a backup then my problems would be over the problem is that I tried to update my forum after I read a post here stating my version has security issues... the documentation on how to do this isn't really clear and the update failed and now I can't acces my forum anymore. So i'm just a bit irritated that this happend. *note to self, Make backups* Quote
Junior Posted March 28, 2003 Posted March 28, 2003 During normal circumstances, we get to the help tickets in very short time. As you are well aware, we have had the worst DOS attack in the history of our company. Sure, you had an issue, however, your issue was not an emergency, compared to the HUNDREDS of websites that were down due to the DOS attack. Our entire server was affected and down. This server hosted our reseller accounts, with hundreds of websites hosted. Our first priority was to get these sites back online, and THEN tend to the non-emergency support tickets. How would you have felt if your site was one of the hundreds that were down, and had been down for hours, and instead of trying to get your site back online, we left it down, and tended to the non-emergency issues. We do appreciate your using us for your web hosting needs, but surely you can see the need to restore service to the server was our priority during this emergency. And the DOS attack WAS an emergency. Your support ticket is still there, and we will get to it as soon as we can. Quote
freddy Posted March 28, 2003 Author Posted March 28, 2003 Hi junior, Thanks for your reply, I DO understand there was an emergancy and of course I realise my situation isn't a priority compared to the DOS situation. But it would have been nice to get atleast some reply, I have no ideas how many people support TCH and i'm not complaining or anything... again, I do understand the situation and I do appreciate all the effort and work wich i'm sure you all have put in! Freddy Quote
freddy Posted March 28, 2003 Author Posted March 28, 2003 The problem has been fixed, thanks everyone at TCH! Quote
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