A continuation from another thread...

[Steve]

This was originally a reply to
"Idologic - Hosting innovator? Our other services .... "
http://forums.idologic.com/showthread.php?p=6193
but I didn't want to ruin the original thread.

Growth is good and necessary for continued success, but what I would like to see from Idologic is the completion of already promised events.

I see forum posts asking about the free Cerberus installs, WHMAutopilot (too lazy to look that one up) and DirectAdmin that was going to be provided by Idologic but the response is always 'we're looking into it.'

There are streams of announcements pushing new products and services but when someone asks about it a month later nothing is available.

I've been placed on brand new servers twice. Both have had major teething problems, usually the same problem more than once. I find it hard to believe that the few problems I've had here can be repeated many times.

I've been submitting support tickets about PHP5 since August. If it wasn't ready, it wasn't ready. No big deal. But I have a ticket response from October 25 that said my accounts could be moved to a server with PHP5 that day and as of now nothing has happened. I have one client, who happens to be my brother, who is fairly annoyed with me over that because I'm relaying to him what I've been told.

I've been with Idologic almost since the beginning. I've learned enough about the 'back room dealings' to know that reasonable people are making the decisions. I've had friendly discussions with most of the staff. But sometimes it seems that Idologic is doing what the majority of hosting companies do: grow out of control, promise the world, then fail. I don't see 'fail' in there anytime soon but sometimes things seem to follow the well-known pattern.

Okay, read and delete before a potential customer sees this.

[Idologic-DH]

I see forum posts asking about the free Cerberus installs, WHMAutopilot (too lazy to look that one up) and DirectAdmin that was going to be provided by Idologic but the response is always 'we're looking into it.'

Cerberus has been free with every 2/20GB and up account since we switched to the current design. Installation is 10 USD 1-time.

ClientExec/whoiscart, 1 free license per client if they have a 2/20GB account or up has been available for quite some time as well (it's on the site). WHMautopilot has been discussed, but there's been 0 development done on it by the company selling that.

DA has been around for about a year? (also on the site).

We were toying with the idea of newsletters and that might be a good idea to ensure that you know what's going on

I've been submitting support tickets about PHP5 since August. If it wasn't ready, it wasn't ready. No big deal. But I have a ticket response from October 25 that said my accounts could be moved to a server with PHP5 that day and as of now nothing has happened.

Yes, that's my fault. You will be moved today, if there was a specific deadline, feel free to let us know, but the ticket said "move when you can".
edit: it's all moved. Note php5 scripts MUST have the extension php5.

No need to delete this, it's a valid concern and we are hiring new staff, like Douglas. Our growth is steady, but definetely not explosive, that is by choice/design.

[Douglas]

Hi there,

Sorry that you're having some issues. When we do upgrades like PHP5, we do encounter some logistical problems, and we do have servers that support it if you would like to be moved.

A newsletter is a great idea, and probably something that will come sooner than later. Recently, Idologic invested in a project management system which we're using to keep track of these things, and set deadlines accordingly. I've been hired to help out with some of these new features, and getting things rolling (mostly non-technical things like the forums).

The newsletter, in addition to many other things, will be coming soon, and we have made time to get these things going.

If you don't hear back from within a few hours, or still need help, feel free to contact me - dhanna at idologic.com (make replacements as needed). I'll be more than happy to help you and get things resolved.

We surely do care about getting things done here at Idologic, and don't want it to feel like we're putting you, any of promised projects, or anything else off.

[Idologic-DH]

Just an add-on. If you are awaiting a feature and it's not moving quickly enough, just put in a ticket or bug the responsible person directly. I do understand things shouldn't drop down the priority lists, but sometimes they do and if that's putting *your* business at risk, just let us know and we will work with you. As Douglas mentioned, one of the things is the use of our project management system.

Also, some of these features were already available, but it wasn't know to you, which means we'll have to put more effort in to communicating add-on features more clearly. Most likely in the form of an opt-in newsletter (which has been setup some time ago).

Now I have to read the other thread you were referring to

[Steve]

in progress

[Douglas]

Steve,

Could you PM or email me the ticket ID? It shouldn't take so long (we're shooting for 6 hour response times on non-emergency tickets), so I apologize about that.

I'll check out the tickets that are open now, and it's likely I'll get to yours.

Thanks.

[Douglas]

Steve, I merged your three posts. I got the PM, and replied stating that beat me to it, and we're resolving those issues, along with a few others.

Thanks again for your patience.

[Idologic-DH]

Originally Posted by Steve

I've had a high-priority ticket sitting for almost twelve hours. That's an eternity around here.

I agree... I will have a talk with the person on call....

[Douglas]

Yes, twelve hours is a lot longer than we'd like responses to take.

[Steve]

And it was one of the longest hold times I've seen here. I was concerned.

[Douglas]

Well, it seems to be resolved. I'm going to close this now and leave it here.

I'm also going to work on the suggestions part of the forums *now* so we can keep track of what's going on.

[Idologic-DH]

Originally Posted by Steve

And it was one of the longest hold times I've seen here. I was concerned.

If it ever reoccurs for any reason, just give us a call at our toll free.

[IdologicJeff]

Originally Posted by idologic_dh

If it ever reoccurs for any reason, just give us a call at our toll free.

And, though we catagorize 911 tickets as server down, or site unavailable, if a support ticket remains un-answered for 12 hours, that could also be considered 911. Sending in a 911 ticket does get our attention because it alerts just about everyone.

Cheers
Jeff

[Douglas]

What we can do is create a service procedure so after 12 hours, a normal ticket is elevated to 911. *emails about that*

[Peltier]

Originally Posted by Douglas Hanna

What we can do is create a service procedure so after 12 hours, a normal ticket is elevated to 911. *emails about that*

Only issue I see with that is that 90% of the times I'd imagine there is a reason why it wouldn't have been responded to, do we need to elevate all of them just for that 10%? It's probably much less than 10% so keep that in mind.

Personally, I'd look at how often something like this occurs because with more than 1 person keeping an eye on support tickets it's unlikely to happen.

My response doesn't provide a solution to the origional issue so sorry about that, just thought I'd point out what I saw.

Originally Posted by idologic_dh

If it ever reoccurs for any reason, just give us a call at our toll free.

That's what I would reccomend, if it's an issue where you need a response sooner, call the toll free number.