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 Some Friendly Advice Regarding Support, Ongoing Support Issues from your customers. (3 Replies, Read 514 times)
onehostcloud
Group: Member
Post Group: Newbie
Posts: 6
Status:
Hello Softaculous,

Firstly I can say that you have a wonderful product which we are very happy to have added to our exiting cloud platform.

After being a Virtualizor customers for only less than 2 weeks there appears to be a number of issues which from someone that has been involved with a number of IT companies over the past 20 years I feel you need to read this and take a step back a listen.

Reading through forum posts you can see how many customers are dissatisfied with your support. This is the easiest of issues to fix and if you resolve this one small issue I can assure you that your business will improve significantly and customer satisfaction will also.

As you no doubt are aware 99% of customers rely on your product to host production virtual machines and when something goes bang in the night it is expected that we can reach out to you for support anytime day or night. I know that currently your support is not 24/7 and I am not sure if you have advertised this but for a company that provides software for production systems this should be provided as standard and not simply support during business hours in India. I know that there may be a cost issue for not having a budget to pay for staff around the clock but here is a simple fix for that......increase the price of Virtualizor. $90 per year per server is very very cheap and the only ones that will complain about any increase are those that use Virtualizor for hosting VMs in their basement. Those of us that literally have thousands of customers ( we have only just started migrating ours )  paying $90 per year is nothing and I am certain that other hosting provider will feel the same. I personally would pay double if this meant that we can access 24/7 support. With many perople in India wanting a job I know that finding staff ( and training them ) would be an easy task.

To give you an example - we purchased yet another annual licence as we added another server to our cluster and yet after 10 hours the trial licence has not been updated. We received one response 9 hours ago stating it will update in the next cron or we could run the cron manually or press refresh....well we did all those things and there was no change. I had replied to the ticket stating this and 8 hours later still no response. FYI our licenec expires today to I hope for your sake the VM hosted on that host do not turn off.

Anyway I digress. Our experience with support has been average at best. We had Jevin who provided support due to a custom image that was not resizing and he did try his best to resolve and in the end stated that the latest version was needed for the latest Debian image which is coming out in the next update. We are still waiting and receive no update except when we request it. This in my view is unacceptable and if you had a proper ticketing system you would be prompted to reply to open tickets and provide customers with updates.

Secondly you should update your documentation as I find many relying on forum posts and when support staff respond they do not reply with the solution so the forums are mostly of not use. In addition to this there is no documentation regarding what each feature does. The small thing matter and if your customers need to trawl through forum posts to find an answer to a solution when detailed documentation could resolve this then you will find your support tickets lowering and this in turn will give you time to focus on improving Virtualizor.

Virtualizor is a fantastic product ( did I say that already ? ) and we envisage that we will move all our VMs to virtiualizor which we will need about 10 licences but we are hesitant in moving 7000 virtual machines when if something does go wrong we are left to fend for ourselves. We have since engaged a thrid party Virtualizor support company but honestly we should not need to do this.

All myself and many other ask is to seriously review the above and listen to your customers as if you change your support methodologies and move to 24/7 support you will find that many will not leave to use SolusVM and you will then become known as the company that provides superior support and hence gain SolumVM customers as it is support that people want about all else. 

Keep us the great work with the product and I am hopeful that the 20 minutes spend here does not fall on deaf ears.  :D
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Some Friendly Advice Regarding Support
Jay-P
Group: NOC
Post Group: Newbie
Posts: 6
Status:
I think many of the complaints here are from people who don't have a good grasp on the technology they're using. We use Virtualizor for OpenVZ and if something had to turn sour with the panel itself I can run things manually via command line until it's fixed by their team. If people need hand holding I believe they should hire a system administrator. Softaculous has always been very prompt in answering our tickets.

Edited by Jay-P : February 10, 2018, 2:13 pm
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Some Friendly Advice Regarding Support
indy0077
Group: Member
Post Group: Working Newbie
Posts: 88
Status:
Quote From : onehostcloud February 5, 2018, 4:46 am
Hello Softaculous,

Firstly I can say that you have a wonderful product which we are very happy to have added to our exiting cloud platform.

After being a Virtualizor customers for only less than 2 weeks there appears to be a number of issues which from someone that has been involved with a number of IT companies over the past 20 years I feel you need to read this and take a step back a listen.

Reading through forum posts you can see how many customers are dissatisfied with your support. This is the easiest of issues to fix and if you resolve this one small issue I can assure you that your business will improve significantly and customer satisfaction will also.

As you no doubt are aware 99% of customers rely on your product to host production virtual machines and when something goes bang in the night it is expected that we can reach out to you for support anytime day or night. I know that currently your support is not 24/7 and I am not sure if you have advertised this but for a company that provides software for production systems this should be provided as standard and not simply support during business hours in India. I know that there may be a cost issue for not having a budget to pay for staff around the clock but here is a simple fix for that......increase the price of Virtualizor. $90 per year per server is very very cheap and the only ones that will complain about any increase are those that use Virtualizor for hosting VMs in their basement. Those of us that literally have thousands of customers ( we have only just started migrating ours )  paying $90 per year is nothing and I am certain that other hosting provider will feel the same. I personally would pay double if this meant that we can access 24/7 support. With many perople in India wanting a job I know that finding staff ( and training them ) would be an easy task.

To give you an example - we purchased yet another annual licence as we added another server to our cluster and yet after 10 hours the trial licence has not been updated. We received one response 9 hours ago stating it will update in the next cron or we could run the cron manually or press refresh....well we did all those things and there was no change. I had replied to the ticket stating this and 8 hours later still no response. FYI our licenec expires today to I hope for your sake the VM hosted on that host do not turn off.

Anyway I digress. Our experience with support has been average at best. We had Jevin who provided support due to a custom image that was not resizing and he did try his best to resolve and in the end stated that the latest version was needed for the latest Debian image which is coming out in the next update. We are still waiting and receive no update except when we request it. This in my view is unacceptable and if you had a proper ticketing system you would be prompted to reply to open tickets and provide customers with updates.

Secondly you should update your documentation as I find many relying on forum posts and when support staff respond they do not reply with the solution so the forums are mostly of not use. In addition to this there is no documentation regarding what each feature does. The small thing matter and if your customers need to trawl through forum posts to find an answer to a solution when detailed documentation could resolve this then you will find your support tickets lowering and this in turn will give you time to focus on improving Virtualizor.

Virtualizor is a fantastic product ( did I say that already ? ) and we envisage that we will move all our VMs to virtiualizor which we will need about 10 licences but we are hesitant in moving 7000 virtual machines when if something does go wrong we are left to fend for ourselves. We have since engaged a thrid party Virtualizor support company but honestly we should not need to do this.

All myself and many other ask is to seriously review the above and listen to your customers as if you change your support methodologies and move to 24/7 support you will find that many will not leave to use SolusVM and you will then become known as the company that provides superior support and hence gain SolumVM customers as it is support that people want about all else. 

Keep us the great work with the product and I am hopeful that the 20 minutes spend here does not fall on deaf ears.  :D





Thank you for this great post!!! Hoply this will "wake up" Virtualizor owners and their support staff to turn your recommendations to be a reality.

Regards
IP: --   

Some Friendly Advice Regarding Support
cyberhour
Group: Member
Post Group: Newbie
Posts: 7
Status:
Quote From : Jay-P February 10, 2018, 2:12 pm
I think many of the complaints here are from people who don't have a good grasp on the technology they're using. We use Virtualizor for OpenVZ and if something had to turn sour with the panel itself I can run things manually via command line until it's fixed by their team. If people need hand holding I believe they should hire a system administrator. Softaculous has always been very prompt in answering our tickets.


Can't agree more :)

Amateurs should not run hosting business before they learn the basics. Or like you said, to hire a system administrator.

Virtualizor TM is doing great work already, we never had any issue with them.

-----------------------
Premium Offshore VPS Hosting solutions with 500GBPS DDOS Protection.
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