Whats up with the OS Reloads. How long do they really take

[jgothier]

I submitted my first tickect last night for help with Plesk 6.5 on my server. Now by 7 am I had agreed to The OS Reload, Plesk 7 for 100 domains and the PowerPack addon with Cold Fusion Support and MSSQL Support. It says a 24 hour guarentee on the os reload but it normally takes about 4 to 5 hours and I was told to contact them if it took any longer then 6.

It is now 12 hours into it and am not receving any updates on my replies. They said this after the server hadent been complete in 6 hours:

Hello,

This is just to let you know that we are looking into this issue. We
will update this ticket when we have more information.

Thanks,

ServerBeach Support


Now I have customers on this server and have been dealing with calls all day. I keep telling them just a bit longer but I get no response from SB.

My tickect number is Ticket # 137287 for any admins in the foums if you might look into it for me. I am not trying to be rude but I would like responses from tech support when I submit a ticket. Thanks in advance for any help.

Justin

[jgothier]

I apologize to the SB support team I know provisoning problems are not your fault. I have been working with a new support person and he has helped me out a ton.

Sorry for the negative message before. A day of downtime with customers calling all day puts me in a pretty bad mood. Thanks again SB support.

Justin

[jgothier]

I need to add a comment to my last post.

I was told that I was being moved to a new server and would be receiving a welcome email shortly. The ticket says this.

2004-09-18 23:07:42-05 mjenning Corresponded
Subject:
Hello,

I went ahead and moved you in our provisioning system to a new system.
You should recieve your welcome message shortly with the new information.

ServerBeach Support

Now it is 6:20 am and I have not received a Welcome email nor responses to my replies I have made to check on updates. I see in myserver beach that I have a new IP and the status is Server is currently being provisioned. The 24 hour OS reload guarentee has about 2 hours before it expires and I have angry clients. I hope a tech support forum admin can check on the status and update me.

No attituide is intended by my message but I would like to know what is going on and so would my clients.

Thanks.

Justin

[jgothier]

It is 9:30 my time which means that it has been 25 hours since I agreed to a reload.

I am getting very frustrated with the lack of support and replies to my tickets.

They said they were switching me to another server. I would get a welcome email shortly. Now about 10 hours since that reply still no Welcome email. Server status still says provisioning, and all of my replies in the Tickect are ignored. This is really getting annoying. Does the 24/7 365 tech support leave at 5 or something. I have clients just like you have clients and they are pissed at me like I am starting to get pissed at you.

Someone please assist me with this issue.

Ticket # 137287

Justin

[jgothier]

Just an update. Server is finally up after 26 hours to have a OS reload.

Justin

[noaxispoint]

Sorry to hear it took that long. when I went form 2000 to 2003, it was about overnight. By the time most of America woke up, the server had been reloaded.

[jgothier]

Well I now have a server and it works but Its seems that the MSSQL support and ColdFusion Support PowerPack I requested for an initinal 10 dollars per month wasnt installed so I may nee to go through the whole process again.

Thanks for your response. I diddnt want to turn this into a problems forum more of I have seen how handy some of the Mods can be at finding out information on your server.

Justin