Some more feedback given with the intention of being positive and constructive.
Just after midnight on 31st January my
website hosting stopped working. I did not spot this until 8am on 1st February when I looked at the Event Viewer on my windows semi dedicated
VPS Hosting and saw error messages saying that the SQL Server password had expired.
With the benefit of hindsight, I should have fixed the problem myself as the cause was blindingly obvious (option was set in SQL Server for password to expire at end of month) and much more to do with the way in which I had setup sqlexpress than anything to do with the service provided by Eukhost.
But I didn't want to take the risk of fiddling around with something that I did not understand and so went onto LiveChat just after 8am and various Eukhost people got involved with the problem.
4 hours later I received an email saying that everything was well. In fact it was worse as the Plesk default page was now showing on my domain. Then Martin got involved and things started looking-up but it still took another 2 housr until the
website hosting was backup. This 2 hours was due to the fact that Martin had to fix something which had been 'broken' by one of his colleagues when they attempted to fix the problem.
I am not complaining. I made the decision to seek help from technical support when I could have solved the problem myself. The point I want to make is that the reliability of support is entirely dependent on the individual who responds from Eukhost. Clearly a number of support staff were unable to solve my very simple problem, did not know what they were doing and created more problems. When Martin stepped in the problem was quickly sorted and he then had to waste his time correcting the damage.
I wonder whether it is the supervision within technical support that could be improved. As a customer I do not want someone, however well intentioned, to do something to my
VPS Hosting if they are outside their knowledge and ability - prefer to be safe than sorry.
Chris