I know there are quite a few regular HTMLHelp.com users that frequent the blog here, so I just wanted to provide an update on the unbelievably pathetic service we are currently receiving from ValueWeb, aka Hostway.
We were notified about a month ago via e-mail that ValueWeb intended to physically take our two servers and move them to another data center about two hours away. But they claimed:
“We plan to have the back up service back online by 8pm EDT on July 28th.”
As worrisome as this sounded, we decided to stick it out with them because they estimated that the outage would be 12-15 hours. The amount of time it would take to migrate to another provider would have been more than this, so I suppose it basically just wasn’t going to be a big enough deal to change.
Flash forward to this weekend, and it’s looking like maybe we should have jumped ship. HTMLHelp.com has been down for more than two days – going on three.
Going on our third day of outage, the worst thing is that the people from Hostway – ValueWeb have gone completely silent. They are not answering their technical support number, nor are they replying to e-mail. In addition to this, they are only sporadically updating their phone recordings – and they have not sent a single update e-mail during the entire event.
Oh, and we aren’t the only ones. There are hundreds (possibly thousands) of other affected customers. There is even a whole thread about it on the ValueWeb forums here – which they’ll probably come along and delete as soon as they get a clue about it. People have been told that there are between 1,300-3,000 affected servers – of which two run HTMLHelp.com.
Now, I don’t know how they intend to handle this, but their SLAs for hardware issues claim they’ll basically credit you 10% of your monthly fee for every hour of outage beyond 2 – up to one month’s fees. So at this point they owe us for an entire month, but in order to get the refund you have to report it on this Web site… which – yep, you guessed it – is down!
Oh, and their support Web site, http://support.valueweb.net/, also down.
EDIT: Here is some contact information from Hoovers for those who need it:
President and CEO
VP Global Marketing
Dir. Product Mgmt
1 N. State St.
Chicago IL 60602
Main Phone: 312-236-2125
Main Fax: 312-236-1958