Sorry to say

chrbai · 20-02-2007, 01:34 PM

I was really impressed with catalyst2 since I started using them nearly 3 years ago. I've got five sites hosted with them in various accounts and have always found them quick and responsive to sort out problems, until recently. Last week one of my sites was been taken down without notice with just a message left on the site to contact the billing department.

It was not a billing problem, but apparently a scripting problem with a file from the CMS I am running. I remove the requested file and all seemed to be OK until the site was removed again. All I've been told this time is that it is the same problem, but as I can't access the site I can't sort resolve it. The site has now been down for four days and I'm getting no response at all from the support desk.

It's all very disappointing and I can't really understand why nothing is being done to sort this out.

paulredpath · 20-02-2007, 03:18 PM

Hi,

Do you have a ticket ID so I can check, we don't currently have any tickets open that have not been responded to for more than 2 hrs.

heronnweb · 03-03-2007, 11:57 PM

I think this leaves the situation a bit vague. And may put off potential catalyst customers.

We had a simillar problem about a month ago. We suddenly had our account suspended. When we got a reply from catalyst it turned out our site was sending spam through a script that was uploaded after a site hack. Site was restored, and we thought we'd got all the problems sorted.

2 days later the site was suspended again. Again delay while we got back-up and this time we discovered a phishing site site under one of our components.

Our sites now up and secure again.

But lets be clear if a site is send several hudnered spams an hour catalyst has to stop it. If a site is a phishing site (by accident or not) catalyst has to immediately stop it.

For some reason it seems to take longer to get these resolved than a standard ticket where a reponse is usually forthcoming in an hour. (We were down for about 36 hours in both cases, but we also asked to be be brought back up at a time to suit us to login and delete dodgy code... so we could've been up quicker.)

I just felt this was a very negative feedback and the OP never came back with an explanation / comment.

My one criticism - an email from catalyst to say they were taking the system down and why would've been nice. And it would be handy if you could login and apply fixes while suspended.

If you want to make sure this never happens - make sure you site is secure.

20-02-2007, 01:34 PM	#1 (permalink)
chrbai Registered User Join Date: May 2006 Posts: 2	Sorry to say I was really impressed with catalyst2 since I started using them nearly 3 years ago. I've got five sites hosted with them in various accounts and have always found them quick and responsive to sort out problems, until recently. Last week one of my sites was been taken down without notice with just a message left on the site to contact the billing department. It was not a billing problem, but apparently a scripting problem with a file from the CMS I am running. I remove the requested file and all seemed to be OK until the site was removed again. All I've been told this time is that it is the same problem, but as I can't access the site I can't sort resolve it. The site has now been down for four days and I'm getting no response at all from the support desk. It's all very disappointing and I can't really understand why nothing is being done to sort this out.

20-02-2007, 03:18 PM	#2 (permalink)
paulredpath Bring me your problems :p Join Date: Jan 2003 Location: /dev/ahhhhhhhhh Posts: 3,537	Hi, Do you have a ticket ID so I can check, we don't currently have any tickets open that have not been responded to for more than 2 hrs. __________________ Paul Redpath paul@catalyst2.com Go on, review Us at OC Host Review!

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03-03-2007, 11:57 PM	#3 (permalink)
heronnweb Registered User Join Date: Jun 2006 Posts: 12	I think this leaves the situation a bit vague. And may put off potential catalyst customers. We had a simillar problem about a month ago. We suddenly had our account suspended. When we got a reply from catalyst it turned out our site was sending spam through a script that was uploaded after a site hack. Site was restored, and we thought we'd got all the problems sorted. 2 days later the site was suspended again. Again delay while we got back-up and this time we discovered a phishing site site under one of our components. Our sites now up and secure again. But lets be clear if a site is send several hudnered spams an hour catalyst has to stop it. If a site is a phishing site (by accident or not) catalyst has to immediately stop it. For some reason it seems to take longer to get these resolved than a standard ticket where a reponse is usually forthcoming in an hour. (We were down for about 36 hours in both cases, but we also asked to be be brought back up at a time to suit us to login and delete dodgy code... so we could've been up quicker.) I just felt this was a very negative feedback and the OP never came back with an explanation / comment. My one criticism - an email from catalyst to say they were taking the system down and why would've been nice. And it would be handy if you could login and apply fixes while suspended. If you want to make sure this never happens - make sure you site is secure.