Service updates

[Steve B]

Why are Solar not utilising the forums here to keep customers aware of service issues?

The forums are an ideal medium to keep everyone aware of system, node, or network issues along with planned maintenance.  Besides saving on answering queries from customers asking why sites and servers are unavailable and thus causing you more work, it could also be used as a PR advantage to demonstrate to potential new customers not just total transparency, but also how efficient you guys are at fixing issues.

Currently I have no access to any of my sites or the VPS control panel, its been like that for 4 hours now.  I have received no email notification, there is nothing in the announcements here on the forums and it has been left to me to do some checking. I contacted live chat and  it turns out that there is some unplanned work being done to the node on which I am hosted.  Despite being very helpful, the gentleman on live chat was unable to give me any further details or an expected time scale for the sever to become accessible again.  

Being left in the dark is almost as irritating as finding my sites are not online.  I really feel that this is an area where you can improve.

[martronics]

Why are Solar not utilising the forums here to keep customers aware of service issues?

The forums are an ideal medium to keep everyone aware of system, node, or network issues along with planned maintenance.  Besides saving on answering queries from customers asking why sites and servers are unavailable and thus causing you more work, it could also be used as a PR advantage to demonstrate to potential new customers not just total transparency, but also how efficient you guys are at fixing issues.

Currently I have no access to any of my sites or the VPS control panel, its been like that for 4 hours now.  I have received no email notification, there is nothing in the announcements here on the forums and it has been left to me to do some checking. I contacted live chat and  it turns out that there is some unplanned work being done to the node on which I am hosted.  Despite being very helpful, the gentleman on live chat was unable to give me any further details or an expected time scale for the sever to become accessible again.  

Being left in the dark is almost as irritating as finding my sites are not online.  I really feel that this is an area where you can improve.

I think service updates via the forum would be great as well,wouldn't take much time ,say 5/10 minutes to post up an incident report with expected time to fix (it must take much longer to field the tech support calls)

Martin

PS - Having the forum post in the opposite order would also be good (ie having the first post at the top last at the bottom)

[Jin]

PS - Having the forum post in the opposite order would also be good (ie having the first post at the top last at the bottom)

You can change the way the forum is displayed for you, by editing the options in your 'User CP', change from 'Linear - Newest First' to 'Linear - Oldest First'.

But I agree, the default should be Oldest First.  Who wants to scroll to the bottom of every message and then reads upwards?!