Resolved Issues with Plesk support via OVH

[indy0077]

Hi,

we have a license bought by OVH, if we need a help they are absolutelly not able to solve our issues. So your claims, that the reseller have a top knowledge is wrong. Also it seems that OVH is not willing to make a support of third party services. They answer to our Plesk support question was:

As you might know, OVH is an IAAS(Infrastructure as a service), we can help
you with hardware, network and any OVH manager related issue. When it comes to
software it's left to the expertise of the customer. For this reason, I
suggest that you look at your server logs, to look online to find a guide to
help you or to look at our forum in case one of our customers posted a
solution to your problem. Here's the link to our forum:
[1]https://forum.ovh.us/

After we made an attention that they are responsible for the Plesk support, they wrote:

We apologize for the delay in response. If you have specific problems using
Plesk itself, for instance with its interface, license or its updating system,
we will gladly forward a request to Plesk Support with your detailed
information on the issue and keep you updated on the resolution. However, as
discussed previously, Nginx, Apache and ionCube are not software products
supported by OVH or by Plesk.

Absolutelly wrong. They don't know nothing about Plesk as they say that 'Nginx, Apache and ionCube are not software products supported by Plesk.'

So now the question, who is responsible for the support of our license? We need this to be cleared as soon as possible (with OVH or with you), but finaly they say "...we will gladly forward a request to Plesk Support..." so it's a little bit stupid that we open a support request by OVH, they will forward the question to you, then you will made an aswer to OVH and they forward your answer back to us???

A little bit odd, also won't see the response time as they response their own tickets within 2 days, so we will get your answer in one week probably.

Regards

 

[UFHH01]

Hi indy0077,

Absolutelly wrong. They don't know nothing about Plesk as they say that 'Nginx, Apache and ionCube are not software products supported by Plesk.'

The answer from the OVH is a bit misleading and could be declared as wrong/false. I assume, that they wanted to answer:

Apache and ionCube are not shipped by OVH or by Plesk ( "sw-nginx" is shipped by Plesk )

So now the question, who is responsible for the support of our license?

It is definetely OVH in your case.
If they are not able to answer questions, related to Plesk, it's components or extensions, they are obliged to forward the ticket over to the official Plesk support.

so it's a little bit stupid that we open a support request by OVH, they will forward the question to you, then you will made an aswer to OVH and they forward your answer back to us???

This sort of procedure is the absolute correct way, if the OVH support is not able to answer your ticket, related to Plesk, it's components or extensions.

A little bit odd, also won't see the response time as they response their own tickets within 2 days, so we will get your answer in one week probably.

Actually, it is not the "fastest" way, especially, if OVH can't respond within 24 hours to your ticket ( or to your ticket - answers ) - which is the global standart for answering support tickets. But this is the actual way that you accepted, when you signed the contract with OVH.



Don't you think, that it would help you more, if you open a new forum thread with your "Plesk issue", so that users from the Plesk Community Forum might help you with your issue?

 

[indy0077]

Don't you think, that it would help you more, if you open a new forum thread with your "Plesk issue", so that users from the Plesk Community Forum might help you with your issue?

Hi UFHH01, thank you. Yes, it seems to be the best way. Regards.

 

[Konggal]

Hi indy0077,


The answer from the OVH is a bit misleading and could be declared as wrong/false. I assume, that they wanted to answer:

​

It is definetely OVH in your case.
If they are not able to answer questions, related to Plesk, it's components or extensions, they are obliged to forward the ticket over to the official Plesk support.



This sort of procedure is the absolute correct way, if the OVH support is not able to answer your ticket, related to Plesk, it's components or extensions.



Actually, it is not the "fastest" way, especially, if OVH can't respond within 24 hours to your ticket ( or to your ticket - answers ) - which is the global standart for answering support tickets. But this is the actual way that you accepted, when you signed the contract with OVH.



Don't you think, that it would help you more, if you open a new forum thread with your "Plesk issue", so that users from the Plesk Community Forum might help you with your issue?

If you ask Ovh about plesk support then they refuse to give any kind of support on it they simply provide the hardware and the services are unmanaged

The services OVH offers are unmanaged.
We simply provide the hardware which you can do with as you wish (as long as
it does not break any laws or regulations).
Due to this we do not offer support on configuration or software issues.
I apologise for any inconvenience this may cause you.

For any other questions or concerns, please feel free to contact us through a
support ticket or through by phone at + 353 (0) 1 293 78 44. We’re here to
help you!

We thank you again for choosing OVH,

Regards
Stephen R.

OVH IE Support Team

Our support: Mon - Fri: 9 am to 6 pm GMT | +353 1 293 7844

Our guides: OVH Documentation Center — OVH Documentation 0.0.1 documentation

Our maintenance: OVH Tasks  

I have been forced to buy a techinal support license which so far have only solved half of my problem and the other half Plesk plesk just disabled a apache mod and blame it on a unsupported repo which isn't the case :/
But thats a issue for another thread

 

[indy0077]

Ok, then another question - why does PLESK offer reselling to companies which DON'T SUPPORT IT???