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dwayrynen
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Hello,
We are a large Cpanel shop and my team has selected Plesk for Windows for our windows hosting deployment (in replace of Hosting Accelerator).
I had high hopes for this, but we are hitting issues from the start of the relationship.
On the 15th of May we requested a leased license. The temp key was immediately issued and our credit card was charged.
Fast forward to today - the temp key is no longer working and we have not heard anything from SWSoft regarding the permament key. Our mail logs show no contact from SWSoft between those two periods so the key was not issued to us .
Is this typical? Our customer has already started using the server and is now upset with *us* over this.
Secondly, in order to straighten this out, I opened a trouble ticket with SWSoft two hours ago, and as of right now it has not been even looked at (as witnessed by the time stamps in the helpdesk area). A simple - we are researching problem and expect to have an answer shortly would be nice.
Is asking for sub two hour response times on key issues something too much to ask for from a company like SWSoft? If so, what is the benefit of doing business with SWSoft if our servers can go down and they don't respond to simple Software licensing questions?
Looking forward to the responses. If it's "chill out, they mess up keys all the time and you should not expect to be responded to during US business hours as fast as you expect" then I will know to ask my team to find an alternate software supplier for our Windows hosting.
Respectfully,
Darin Wayrynen
We are a large Cpanel shop and my team has selected Plesk for Windows for our windows hosting deployment (in replace of Hosting Accelerator).
I had high hopes for this, but we are hitting issues from the start of the relationship.
On the 15th of May we requested a leased license. The temp key was immediately issued and our credit card was charged.
Fast forward to today - the temp key is no longer working and we have not heard anything from SWSoft regarding the permament key. Our mail logs show no contact from SWSoft between those two periods so the key was not issued to us .
Is this typical? Our customer has already started using the server and is now upset with *us* over this.
Secondly, in order to straighten this out, I opened a trouble ticket with SWSoft two hours ago, and as of right now it has not been even looked at (as witnessed by the time stamps in the helpdesk area). A simple - we are researching problem and expect to have an answer shortly would be nice.
Is asking for sub two hour response times on key issues something too much to ask for from a company like SWSoft? If so, what is the benefit of doing business with SWSoft if our servers can go down and they don't respond to simple Software licensing questions?
Looking forward to the responses. If it's "chill out, they mess up keys all the time and you should not expect to be responded to during US business hours as fast as you expect" then I will know to ask my team to find an alternate software supplier for our Windows hosting.
Respectfully,
Darin Wayrynen
