| Posted by newk, 03-16-2005, 06:11 AM | | i just realised that cpanel, the worlds most known commonly used control panel hosting does not have 24x7 technical support.
how come small hosting companies can provide true 24x7 support and they cpanel cant?
i cant imagine a hosting control panel developer that has $$$$$$ income/month cannot provide 24x7 support.
is that fair????
well, a mistake was made by one of the technician from the datacenter and thus makes the cpanel "unlicensed error"
so you have to wait 12 hours or more before your clients can access their cpanel again, once their office will open.
very bad cpanel very very bad.
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| Posted by Russ Foster, 03-16-2005, 06:35 AM | | If a server has become unlicensed then its a billing issue which you don't expect them to have 24x7 support on. However if its just a license has expiered then there is a webinterface where C-Panel partners can issue new licenses.
Rus
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| Posted by niyogi, 03-16-2005, 07:58 AM | | Actually, we've contacted them a few times and they've been able to help us. :-)
Roj
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| Posted by Maxo, 03-16-2005, 08:15 AM | | To say truth I did not really understand.
If the mistake was made by "technician from the datacenter" how is it connected with the CPanel Customer Support?
Is it only me because I am just tired or?
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| Posted by Joshua, 03-16-2005, 08:46 AM | | Datacenters are able to add licenses to the CPanel license server 24/7. If doing something on the server broke the licensing script on the server, they should be able to run very easy scripts to fix this, though I'm not sure what they are off the top of my head.
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| Posted by Russ Foster, 03-16-2005, 09:03 AM | | usr/local/cpanel/cpketctl IIRC. I've seen changing the hostname do weird things to the license
Rus
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| Posted by lawine, 03-16-2005, 09:07 AM | | If you ever run into trouble with Plesk license, it better not be on weekends. I had to wait until monday to get it all up and running again.
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| Posted by newk, 03-16-2005, 10:34 AM | | heres the situation:
quote from my hostprovider:
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The reason for the de-activated license is because we recently switched over from using external cPanel licenses (which were unsupported by NAC for maintenance work) to using internal cPanel licenses (which are supported, and directly supplied by NAC, improving our disaster recovery / support options).
We paid for a 2 week "overlap" period to ensure something like this wouldn't happen - however it seems NAC didn't set up our licenses correctly, so now our external licenses have expired we are left with nothing.
We have sent NAC copies of our paid invoices, and are waiting for them to activate the licenses for us.
--------
nac response1:
We're emailing cpanel to request the license be transferred to us"
nac response2:
At the moment we cannot give you an ETA we are awaiting response from cpanel
Last edited by newk; 03-16-2005 at 10:43 AM.
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| Posted by Shaw Networks, 03-17-2005, 01:39 AM | | I'm estimating that nothing short of 100,000 web servers run cPanel worldwide. If they were to offer live support for a 100,000 customer base, they would have to divert staff away from development and towards support. Not something I'd like to see happen. They reply to trouble tickets within 24 hours and there is an endless amount of "cPanel experts" here on WHT you can get help from.
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| Posted by inteltechs, 03-17-2005, 05:51 AM | | as far as I know, Chris is the only one who works in billing department.
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| Posted by newk, 03-17-2005, 12:33 PM | | wow 100,000 x 10/month = $1,000,000/month
now with that monthly income, they couldnt afford to get
24x7 support!?
im not saying "Live Chat" support, what im saying is 24x7 email support.
if hosting providers can have 24x7 support, why cpanel cant have that?
yes there are lots of cpanel expert, but they cant rectify the license problem, right? only cpanel can have that and issue temporary license.
does that mean you have to wait 12 hours before youre license problem can be rectify? and your whole clients in the affected server
cannot login to their cpanel because cpanel staff are still sleeping??
what im saying is, why cant they have 24hour email support especially to license problems which even the authorised "distributor" like tha datacenter itself cannot solve the problem.
they have to wait for cpanel the ff morning when their office will open.
i think cpanel should get a 24x7 support helpdesk for license problems.
its just not fair, if my hosting provider has < 8 minutes of trouble tickets support 24x7, 365 days. and they have only 4 servers. why cant cpanel have that same support considering the huge profit they get?
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| Posted by WII-Aaron, 03-17-2005, 12:59 PM | | I'm not sure where you got the $10/mo price but CPanel SWEARS that the lowest priced license is $19.95. (believe me, I've had this conversation MANY times with them.)
Even then, I'm willing to bet that there are few DC's that pay that price, I know we don't. (Our cost is much higher)
Anyway, if they spent thier money on support people then they wouldn't have all that money for beer, prostitutes and new cars.
But seriously, the only time it really becomes an issue is when you have a customer breathing down your neck on Friday night and you can't find the answer in the forums.
Aaron
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| Posted by IGobyTerry, 03-17-2005, 02:11 PM | | cPanel's opening a new office in Houston, Texas, so it's possible that 24/7 Technical Support could be coming soon. However, most license issues take time to fix -- without knowing the complete story (such as whether there are past due bills involved ... etc) I don't think it's really right to comment on the type of response given by cPanel. I know from talking with many of the cPanel tech's, and having experienced their technical support first hand they're extremely quick and get most problems resolved in a short period of time.
cPanel does have extremely strict licensing rules though, in order to protect their resellers and datacenters from being burned. Just imagine how easy it'd be to just randomly stop paying for a cPanel license with one of their resellers and then just start using another. With that it'd be hard to track, and would put a large financial burden on cPanel and their resellers. With their licensing system it eliminates most of this, and provides for a fairly reliable system that doesn't usually have it's problems.
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| Posted by VanHost, 03-17-2005, 02:12 PM | | Well, I know that for us, we had a licensing issue just once. It took about 6hrs to fully rectify. However, in the interim, we simply registered a trial license (good for 15 days) and had everyone back online. Total downtime = 10mins.
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| Posted by The Napster, 03-17-2005, 04:11 PM | | Stilll with there high turnover i suspect they have there overheads, and besides many large hosting companies do not provide live support, i mean ppl will ring/chat to you when they are just bored and have no intentions of purchasing your services, Im not sure if many people think like this but i certainly do!
Regards
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