SLA

Can you describe in simple terms what your SLA's are?

I have two accounts with discounasp. One of them is still within the first 30 days, and I'm seriously considering cancelling it.

There are several things wrong with your customer service that need to be addressed.

1- Service phone number
2- A web page not hosted by you - You guys finally did this, but failed to provide timely updates. The page doesn't do any good when my site is down for 3 hours, and there are no updates.

I emailed a message similar to this to your support email and got nothing back.

 

To address your questions;


1) We do not have incoming support numbers and do not plan to add them. There are long threads explaining why elsewhere, but the bottom line is phone support is not cost-effective, and has the overall effect of denigrating support, rather than making it better.


2) We updated the status page when we had updates to post. It was decided to do it that way rather than having hourly posts consisting only of, "There is no update on the situation at this time." Everyone has different ideas as to how they would like a status page to work, so everyone is not going to be happy with how we did it. We may change the procedure in the future, but that's an explanation of why we only posted when we had news this time.


Now would be a bad time to cancel, since the steps we took to mitigate this DDoS are pretty much unparalleled in the shared hosting industry. You won't find another host our size who is using this technology. Stick around and let us prove that we can still provide you with the best service out there.


mjp

DiscountASP.NET - Microsoft Gold Certified Partner
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