my past experience with them had been terrific really. But day before yesterday i needed to have something done and really did not have much time to spend on the server myself so i took their subscription.
My site was timing out due to some reason and i asked them to fix it.
They replied (very timely) that apache 2.0 was not optimized properly and they would need to downgrade to apache 1.x because they support only that.
I replied in affirmative and they "did the job".
Now comes the bad part.. i was in the office at that time and assumed everything was fine and did not bother to check... when i returned home i was shocked to see that the site was prompting to save the PHP pages!
apparently they forgot to add PHP handlers in httpd.conf..
I am sorry to say this is poor service... how in the world can you check if your "optimizations" had any effect or not without even opening the site?
If you are calling yourselves expert... then be one.
1/10We did not make the mistake and we did not forget to do anything. You are welcomed to check the history logs and you'll see we used easyapache to recompile apache. Apparently it did not load php in to the configuration which it is supposed to do automatically.
We fixed your issue already within minutes of you notifying us of this problem.
As for your post here, I'm deeply saddened that you would try to hurt us when we are here trying to help you. It's a slap in the face. You posted here "within 5 minutes" of opening the ticket with us. Your motivation is very clearly ill willed. This is not an ongoing or repetitive problem, and since you have used our service in the past and in your own words say we are terrific, and you obviously realize that this php error was a mistake, there is no benefit to you or anyone else to warn everyone here and calling our service "poor".
Again, it's not like you are new to our service or have never used us in the past, you said in your own words that our service is terrific. This is yet another instance of how a company could do great and never get a compliment from the customer, but at the first chance of the first problem you ever had, you come running here calling us "poor".I apologize if i have hurt you. And at the same time i wish to state you really have been terrific in the past... but I lost a great deal of revenue today owing to downtime
Lets not get into that ... I still maintain that one should have opened the site at least once after reinstalling apache to ensure it was working fine.I would advise everyone reading this thread to NOT go by words in this thread only. PSM has been terrific ever since i have been with them and i have to admit i was wrong in posting here on the first mistake they did. If i was never here complimenting them, i should not be here criticizing them either.Point taken. I have already apologized for harsh words. In the hindsight i feel i should have used milder words to describe the problem.Enough mudslinging. I am sorry.PS to readers: They did actually solved the problems within minutes of my re-opening the ticket. 
We did not make the mistake and we did not forget to do anything. You are welcomed to check the history logs and you'll see we used easyapache to recompile apache. Apparently it did not load php in to the configuration which it is supposed to do automatically.Oh come on now. 
If the tech doing the recompile had actually checked his work when done (which every good tech does), then he would have caught the problem to fix it.I never recompile Apache without checking several sites on the server afterwards, to make sure everything is running correctly. I mean, come on, this is cPanel we're talking about. 
In my opinion, as a tech myself, there is no excuse for a tech not checking his or her work. None.I have observed a couple of tickets being poorly handled (actually, not handled at all) in the past couple of weeks at PSM. I'm not naming names, ticket numbers or circumstances because I'm a third-party, they're not my accounts with PSM so it really is not my place to get into the nitty-gritty. There are things they do very well, absolutely ... installing custom software packages is a good example. They are great for that. But for ongoing server management and troubleshooting? Eh ... not so much. Not right now.I would love to see it turn around. I know Ethan has run a ship-shape operation in the past. It might be they are overworked, or they might just have a tech who's not "applying himself." None of us know the other side of the story, but IMO there is definitely a story there. 
BaileyWow chillax, if it's all true what ServerManagement says, then it's quite a slap in the face to do this. But on the other hand, it shouldve been done correct.chillax, there is no reason why you shouldn't be running Apache 2. Apache 1 is old, not nearly as efficient, and does not play nicely with PHP 5. If you're on PHP 5, you really need to be on Apache 2. Besides Apache 2 is lighter on server resources and is much more efficient.If you are running sites that require a certain kind of optimization, I would Google it big-time, to figure out what needs to be done. If they are vBulletin forums, for example, go on vBulletin's own forum and search for 'optimization' or the symptoms you are experiencing. Then upgrade to Apache 2 again, and optimize it yourself. There's all kinds of advice for how to optimize Apache (esp. A2) out there.And if you still aren't getting answers, consider contracting the work out to another server administration company... someone who actually works with here-and-now software like Apache 2... and will be happy to customize your config based on the apps and scripts you're running.There are several good server administrators and companies right here on WHT, look around, and read what the different people have to say. You can learn a lot from someone's posts.Good luck Bailey Baileythanks bithost.. but at that time all i needed was to have my site up. You can understand if having a few hours of downtime is not acceptabloe.. how can i have it down for a day??I will surely search for things that i can do.. but for the moment i feel that was the best decision... Thanks a lot for replying I totally understand what you're saying. At least you have bought some time to research it and fix it with current software and a solid config. Baileychillax, I appreciate your reply and understanding in what happened. Yes, I agree that we should've checked the site before closing the ticket, and we usually do, this simply was an oversight by one tech in one ticket, that's all. We are human and can make mistakes just as anyone can. I am not saying that as an excuse, I am simply saying that just because one of our tech's made a mistake does not mean the person is incompetent in any way.
I fully admit and accept responsibility for not having the site checked before closing the ticket. However, as I said before, since this is not an ongoing repetative problem, and you've used our service in the past and say we are terrific, I don't think this one mistake from one tech warranted such a post, especially such a generalized comment about our entire service from our entire company.
If someone has a problem and brings it to our attention to help us improve our service, we will show our appreciation by compensating them for their time to help us, not hurt us. All you had to do was open a ticket to the feedback department telling us and we would implemented measures to ensure it doesn't happen again, as well as compensate you for the inconvenience.
As for how long it was down, that was only because you did not report it to us rightaway. We fixed it within just a few minutes from the time you told us. You can't count the time that the ticket was left closed against us. If you left the ticket closed for 12 hours, then does not mean it took us 12 hours. The time between when you re-opened it and the time that we fixed it was precisely "19 Minutes".
bithost(net), I'm not sure which tickets you are referring to that are not handled to your satisfaction, but I would like to look into this. I'm not aware of any problems you are having and nothing has been reported to the feedback department. As always, if we're not informed of a problem, we can't fix it. Please open a ticket to the feedback department and I will be more than glad to work with you on improving any concerns you have, as well as compensate you for your time to help improve our service.
As far as people using our service for ongoing support, I'm sorry that you feel the way you do about us for this, but I am confident that we a great job at this simply because our long term customer retention rate is over 99%. In fact, most comments here about us are from long time customers, and not new customers. We still have several of our customers from day one.
As for our decision regarding apache1 vs apache2, this has been discussed in other threads about us as well.
It is our decision to choose apache1 for maximum reliability, as cpanel says as well, and is not a reflection on our competency in any way, and has no barring on this complaint. Whether apache1 or apache2 was used would not have made any difference here at all whatsoever. The issue was solely related to loading php.Agree with everything above PSM say, except that:"If you left the ticket closed for 12 hours, then does not mean it took us 12 hours."Well, the company is supposed to be replying promptly and not the client. If the company says we have done something and the client reverts back the next day saying they have not. then the job has not been for the past 1 day. merely claiming it is done wont help.But i dont wish to push the issue any forward. I already admit i made a mistake in opening the thread, no point debating issues here.Lets bury it right here and nowWell, the company is supposed to be replying promptly and not the client. If the company says we have done something and the client reverts back the next day saying they have not. then the job has not been for the past 1 day. merely claiming it is done wont help.
Respectfully I must disagree, and that is because in this scenario the task was completed and the ticket was closed assuming it was done. I already said we should have checked the site before closing the ticket, but we usually do, this time was just an oversight. So assuming it was done and the ticket was closed, the time it takes the customer to report a problem is not our fault.
For example, if you didn't check it and report the problem for a week, that does not mean it took a week to fix. The time count that it takes us to solve it is based on the time you tell us until the time we fix it. In this case, that was precisely "19 Minutes".
But i dont wish to push the issue any forward. I already admit i made a mistake in opening the thread, no point debating issues here.
Lets bury it right here and now
I agree, and I am not arguing, I am only replying to comments directed towards us.It seems PSM techs. have a lot of pressure on them!Closed by request.
My site was timing out due to some reason and i asked them to fix it.
They replied (very timely) that apache 2.0 was not optimized properly and they would need to downgrade to apache 1.x because they support only that.
I replied in affirmative and they "did the job".
Now comes the bad part.. i was in the office at that time and assumed everything was fine and did not bother to check... when i returned home i was shocked to see that the site was prompting to save the PHP pages!
apparently they forgot to add PHP handlers in httpd.conf..
I am sorry to say this is poor service... how in the world can you check if your "optimizations" had any effect or not without even opening the site?
If you are calling yourselves expert... then be one.
1/10We did not make the mistake and we did not forget to do anything. You are welcomed to check the history logs and you'll see we used easyapache to recompile apache. Apparently it did not load php in to the configuration which it is supposed to do automatically.
We fixed your issue already within minutes of you notifying us of this problem.
As for your post here, I'm deeply saddened that you would try to hurt us when we are here trying to help you. It's a slap in the face. You posted here "within 5 minutes" of opening the ticket with us. Your motivation is very clearly ill willed. This is not an ongoing or repetitive problem, and since you have used our service in the past and in your own words say we are terrific, and you obviously realize that this php error was a mistake, there is no benefit to you or anyone else to warn everyone here and calling our service "poor".
Again, it's not like you are new to our service or have never used us in the past, you said in your own words that our service is terrific. This is yet another instance of how a company could do great and never get a compliment from the customer, but at the first chance of the first problem you ever had, you come running here calling us "poor".I apologize if i have hurt you. And at the same time i wish to state you really have been terrific in the past... but I lost a great deal of revenue today owing to downtime
Lets not get into that ... I still maintain that one should have opened the site at least once after reinstalling apache to ensure it was working fine.I would advise everyone reading this thread to NOT go by words in this thread only. PSM has been terrific ever since i have been with them and i have to admit i was wrong in posting here on the first mistake they did. If i was never here complimenting them, i should not be here criticizing them either.Point taken. I have already apologized for harsh words. In the hindsight i feel i should have used milder words to describe the problem.Enough mudslinging. I am sorry.PS to readers: They did actually solved the problems within minutes of my re-opening the ticket. We did not make the mistake and we did not forget to do anything. You are welcomed to check the history logs and you'll see we used easyapache to recompile apache. Apparently it did not load php in to the configuration which it is supposed to do automatically.Oh come on now. If the tech doing the recompile had actually checked his work when done (which every good tech does), then he would have caught the problem to fix it.I never recompile Apache without checking several sites on the server afterwards, to make sure everything is running correctly. I mean, come on, this is cPanel we're talking about. In my opinion, as a tech myself, there is no excuse for a tech not checking his or her work. None.I have observed a couple of tickets being poorly handled (actually, not handled at all) in the past couple of weeks at PSM. I'm not naming names, ticket numbers or circumstances because I'm a third-party, they're not my accounts with PSM so it really is not my place to get into the nitty-gritty. There are things they do very well, absolutely ... installing custom software packages is a good example. They are great for that. But for ongoing server management and troubleshooting? Eh ... not so much. Not right now.I would love to see it turn around. I know Ethan has run a ship-shape operation in the past. It might be they are overworked, or they might just have a tech who's not "applying himself." None of us know the other side of the story, but IMO there is definitely a story there. BaileyWow chillax, if it's all true what ServerManagement says, then it's quite a slap in the face to do this. But on the other hand, it shouldve been done correct.chillax, there is no reason why you shouldn't be running Apache 2. Apache 1 is old, not nearly as efficient, and does not play nicely with PHP 5. If you're on PHP 5, you really need to be on Apache 2. Besides Apache 2 is lighter on server resources and is much more efficient.If you are running sites that require a certain kind of optimization, I would Google it big-time, to figure out what needs to be done. If they are vBulletin forums, for example, go on vBulletin's own forum and search for 'optimization' or the symptoms you are experiencing. Then upgrade to Apache 2 again, and optimize it yourself. There's all kinds of advice for how to optimize Apache (esp. A2) out there.And if you still aren't getting answers, consider contracting the work out to another server administration company... someone who actually works with here-and-now software like Apache 2... and will be happy to customize your config based on the apps and scripts you're running.There are several good server administrators and companies right here on WHT, look around, and read what the different people have to say. You can learn a lot from someone's posts.Good luck Bailey Baileythanks bithost.. but at that time all i needed was to have my site up. You can understand if having a few hours of downtime is not acceptabloe.. how can i have it down for a day??I will surely search for things that i can do.. but for the moment i feel that was the best decision... Thanks a lot for replying I totally understand what you're saying. At least you have bought some time to research it and fix it with current software and a solid config. Baileychillax, I appreciate your reply and understanding in what happened. Yes, I agree that we should've checked the site before closing the ticket, and we usually do, this simply was an oversight by one tech in one ticket, that's all. We are human and can make mistakes just as anyone can. I am not saying that as an excuse, I am simply saying that just because one of our tech's made a mistake does not mean the person is incompetent in any way.I fully admit and accept responsibility for not having the site checked before closing the ticket. However, as I said before, since this is not an ongoing repetative problem, and you've used our service in the past and say we are terrific, I don't think this one mistake from one tech warranted such a post, especially such a generalized comment about our entire service from our entire company.
If someone has a problem and brings it to our attention to help us improve our service, we will show our appreciation by compensating them for their time to help us, not hurt us. All you had to do was open a ticket to the feedback department telling us and we would implemented measures to ensure it doesn't happen again, as well as compensate you for the inconvenience.
As for how long it was down, that was only because you did not report it to us rightaway. We fixed it within just a few minutes from the time you told us. You can't count the time that the ticket was left closed against us. If you left the ticket closed for 12 hours, then does not mean it took us 12 hours. The time between when you re-opened it and the time that we fixed it was precisely "19 Minutes".
bithost(net), I'm not sure which tickets you are referring to that are not handled to your satisfaction, but I would like to look into this. I'm not aware of any problems you are having and nothing has been reported to the feedback department. As always, if we're not informed of a problem, we can't fix it. Please open a ticket to the feedback department and I will be more than glad to work with you on improving any concerns you have, as well as compensate you for your time to help improve our service.
As far as people using our service for ongoing support, I'm sorry that you feel the way you do about us for this, but I am confident that we a great job at this simply because our long term customer retention rate is over 99%. In fact, most comments here about us are from long time customers, and not new customers. We still have several of our customers from day one.
As for our decision regarding apache1 vs apache2, this has been discussed in other threads about us as well.
It is our decision to choose apache1 for maximum reliability, as cpanel says as well, and is not a reflection on our competency in any way, and has no barring on this complaint. Whether apache1 or apache2 was used would not have made any difference here at all whatsoever. The issue was solely related to loading php.Agree with everything above PSM say, except that:"If you left the ticket closed for 12 hours, then does not mean it took us 12 hours."Well, the company is supposed to be replying promptly and not the client. If the company says we have done something and the client reverts back the next day saying they have not. then the job has not been for the past 1 day. merely claiming it is done wont help.But i dont wish to push the issue any forward. I already admit i made a mistake in opening the thread, no point debating issues here.Lets bury it right here and now
Well, the company is supposed to be replying promptly and not the client. If the company says we have done something and the client reverts back the next day saying they have not. then the job has not been for the past 1 day. merely claiming it is done wont help.Respectfully I must disagree, and that is because in this scenario the task was completed and the ticket was closed assuming it was done. I already said we should have checked the site before closing the ticket, but we usually do, this time was just an oversight. So assuming it was done and the ticket was closed, the time it takes the customer to report a problem is not our fault.
For example, if you didn't check it and report the problem for a week, that does not mean it took a week to fix. The time count that it takes us to solve it is based on the time you tell us until the time we fix it. In this case, that was precisely "19 Minutes".
But i dont wish to push the issue any forward. I already admit i made a mistake in opening the thread, no point debating issues here.
Lets bury it right here and now
I agree, and I am not arguing, I am only replying to comments directed towards us.It seems PSM techs. have a lot of pressure on them!Closed by request.