[neil lewis]

Matt,

I cannot believe this - no notification from you of a major server change which will effect end users sites.

After tryng every form of communication for the past 2 days during which something had stopped working while developing our sites.

We eventually find some detatils here of a major change wich is the probable cause of our problems.

We have a site to develop for the West Midlands Police force and we cannot work like this.

Are we going to get better support?

Neil.

[Matt]

Hi Neil,

I'm sorry that you had not seen this before the changes were made on the server you are located on.

As already suggested by arrivist, we are going to re-introduce the newsletters on a opt-in basis. We'll have one for each server and a general status list.

I'm sorry if it has caused any problems - if there is anything I can do to help, please let me know directly by making a ticket for my attention.

Matt

[Matt]

Just to update this thread. We have released the dates for both Alpha and Bravo upgrades.

An email has been sent to all customers on the Reseller, Alpha and Bravo mailing lists.

If you have not received this, please remember to update your subscriptions via http://lists.xilo.net/

Matt

[preiffer]

I'm currently waiting for a pretty severe issue with our server to be looked at. It's been an hour since posting a "high" importance support ticket, with no response/acknowledgement from xilo so far.

While I appreciate it's not a dedicated server at present, I'd like to know what the SLA's are for answering support tickets if possible.

High, Medium, Low, etc.



Since there is no provision of any type of phone support - I'm wondering what to do now...

[Matt]

Paul,

Just to update this thread - we are dealing with this ticket via email.

Thanks

Matt