Any management team is willing to listen to feedback?
Posted 26 November 2011 - 06:00 AM
My concern is on the suspension policy. Maybe I am one of the fortunate 0.0001% resellers that experienced 100% suspension without any email notification. Every time one of my customer's account is suspended, my client will be the first to notify me instead of our company sending an email to our customers to inform them about their account is suspended. Why? Eleven2's team has suspended our customers accounts without any email notification. When the first suspension took place, I contacted them, and they told me that this is their usual practice, to inform the customers when they suspend accounts. Well okay, so I take it that this is probably 1 of the rare incidents happen. So as it goes, 2 weeks pass by, I have encountered 5 suspensions without any email notifications, and each suspension, I have to contact them and they assured us that we will guarantee to receive an email notification if suspend the account.
Whats next. Asking for more detail on the account suspension. Okay, when I request for more detail like what path, file, addon domain, etc.. is causing the load issue, I am given a response, based on the daily process log, this account is using a hugh amount of resources, we were forced to suspend the user as it affects other users.. Sigh okay.. the E2 team will need to understand this. I believe our resellers are 100% cleared that you guys have to suspend accounts if there is a load issue, and we understand that it is a load issue, therefore we are contacting you to find out, what is causing the load issue with the account. If you can't tell us the detail, how can we ask the customers which area to optimise? And every time account is suspended due to load, we have to contact you to unsuspend it. Repeat this process for this particular account daily for 1 month (30 times), does this increase your team and my team workload?
We don't need the E2 team to repeat "This account is suspended due to causing a load issue in the server, we are forced to suspend this user as it is affecting other customers on the server", we absolutely know this, otherwise we won't be contacting you in the first place. Look, we need a absolute, direct and no beat around the bush answer to our question. E2 will need to review from our point of view. Its looking bad on us that customers have to contact us first to know about the suspension, and its looking bad on E2 that they don't send any email notification when they suspend account.
Lets assume that I am the datacentre now, hosting E2 servers, we have shutdown E2's server without letting them know. E2 contacted us asking why is the server down? We respond "The server is shutdown due to copyright content generated from the server, we are forced to shutdown the server as a result of DMCA notice" with absolute no suggested solution to forward E2 the DMCA notice so that E2 can work on it, until E2 requested for the DMCA notice to forward to them. E2 will need to shine some light to the datacenter staff before they are enlightened instead of working on a logical flow. So what do E2 feel about this?
I am unsure if any customers are experiencing this, but I do read that customers have encountered suspension without any email notification. Hope E2 can review their policy on suspension?
Posted 28 November 2011 - 08:07 PM
Again we will always error on the side of making the entire server stable if you are causing any issues, if you want to change that, I would suggest getting your own cloud server, which is about the same price and we will never suspend a single account for load, unless of course you request it.
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Posted 29 November 2011 - 04:49 PM
Each suspension, I have to contact them, and I requested them, please do tell me other things beside load issue. And the next response by the team is, its suspended due to account causing load. I see, I know, I understand its a load issue, if not I won't be contacting the team in the first place.
What we are looking for is, what are the issues that the account is causing? How is the load generated? Is the database too big? Which file cause it? Which addon domain? Its particularly hard for us to tell the customers which area to work on if we just tell them, look, your account cause a load issue, optimise it or get boot.
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