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Old Apr 4th, 2008, 22:04   #1
andre
Customer
 
Join Date: Apr 2007
Posts: 24
Talking Is your email support down ?

Is your email support down ?

I sent 2 support requests as i thought i didn't send it the first time but after verification, it was sent. Also, i never got the responding email your system sends along with a ticket number saying it will be taken care of. Like if it was down on your end ? You know, you're automatic email that your program sends ?
Well i never got it so check it out.

Cheers
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Old Apr 5th, 2008, 15:07   #2
SH-Andre
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Join Date: Sep 2001
Posts: 850
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Hi Andre,

We haven't experienced any trouble with our email support recently. You can also open a ticket through https://secure.solidhost.com/support in case you can't reach us by email somehow.

-----------------
Andre van Vliet
SolidHost Administrators

Solid as a Rock
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Old Apr 16th, 2008, 15:34   #3
sadara
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Join Date: Jan 2007
Location: amsterdam
Posts: 4
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hi people -

i am currently receiving no emails from support@solidhost.com. therefore i am not receiving the usual acknowledgment of my tickets. the acknowledgment emails contain the ticket key needed to check the status of tickets, so i cannot check the status of my open tickets. nor am i receiving the support staff's responses - frustrating.

as you suggested, i am opening tickets using the interface at https://secure.solidhost.com/support , but i have no way of discovering the status of the tickets.

this problem started around 23.30 GMT yesterday, i estimate.

regards
sadara
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Old Apr 16th, 2008, 15:38   #4
sadara
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Join Date: Jan 2007
Location: amsterdam
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ps: actually, the problem started sometime before 9.15 PM on the 15th. (the first response i DIDN'T receive on one of my tickets - for which i did receive a ticket key - has the datetime 15 Apr 2008 09:15 PM.)
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Old Apr 16th, 2008, 16:00   #5
SH-Andre
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Join Date: Sep 2001
Posts: 850
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Hi Sadara,

I've looked at our maillog and it appears our mailserver isn't able to resolve your domain name's DNS. This could be a problem on our end, but could also be on your end. I'm going to check this out right now, I'll update here shortly.

-----------------
Andre van Vliet
SolidHost Administrators

Solid as a Rock
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Old Apr 16th, 2008, 16:13   #6
SH-Andre
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Join Date: Sep 2001
Posts: 850
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This should be fixed now. It turned out that one of our resolvers wasn't working properly, causing that not all messages were going out correctly. All messages are going out properly right now.

Sorry for the inconvenience.

-----------------
Andre van Vliet
SolidHost Administrators

Solid as a Rock
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Old Apr 16th, 2008, 16:16   #7
sadara
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Join Date: Jan 2007
Location: amsterdam
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hi andre -

i'm not sure if you've changed anything, but
i've just started receiving emails from solidhost.com.

regards
sadara
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Old Apr 16th, 2008, 16:17   #8
sadara
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Location: amsterdam
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thanks for sorting it, andre.
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