Mixed Experience

[ldoher]

I've been with Cirtex for about 12 months. I'm on server Edgy.

I have to say that the product offered by Cirtex is good, along with the price.
BUT.....

Support is so ordinary it can be beyond frustrating. Sure, they respond to the support request fast, but the actual response from the helpdesk is usually cryptic and usually unrelated to the error. It gives one a good idea that first level support really has no idea of what is going on with the systems.

I have been having constant issues with CRON on server Edgy. I have opened over 20 cases on this single problem.

Cron usually stops at least once per week and is never restarted automatically unless I contact support.

Each time I contact support, they tell me it has been fixed and won't happen again, but of course wait a day or two, and the problem re-occurs and I have to email support again to get it fixed.

This has to be the most frustrating thing with the service at Cirtex, but if you can handle the instability and servers going up/down, and don't mind contacting support everytime you want it fixed, then..... your choice.

[Cirtex Admin]

Hi,

Thanks for your feedback but please note we're aware of EDGY's issue and have added 2GB Additiona ram 2-3 days ago and this should address the issue. The problem with cronjob is due to too many cronjobs being ran at same time so if you can best is to put it during some offpeak time or set to less interval to resolve the issue.

Thanks

[ozanguven]

What about ldoher's complaint for the first level support?

I agree with Idoher, generally first level support is waste of time, they just give some 'template' responses, thats all.

[Cirtex Admin]

What about ldoher's complaint for the first level support?

I agree with Idoher, generally first level support is waste of time, they just give some 'template' responses, thats all.

Hi

Level 1 support is set in order to resolve simple issues or issues that do not require too much time to resolve, and if its a more complex issue it'll be escalated to level 2 or 3 support.

[ldoher]

My regular cron job takes less than 1 second to complete.

If the server has too many cronjobs running, and that is causing the server to stop running cron, then clearly Cirtex have too many users subscribed to the server.

Can you assure me that this problem will be resolved now that there is additional RAM in the server?
(why did the support person not tell me that a RAM upgrade was taking place, when I asked for an explaination in the ticket?)

Although the RAM upgrade sounds like another Cirtex 'template' answer/excuse from the helpdesk, lets see if it does fix it.

Either way I'll be sure to add to this post in the forum confirming the result, as that will be the best measure of customer experience.

[Cirtex Admin]

Sounds good, we won't disappoint you :)

[scott]

I had ruff start to as they will tell you lol, but as time has gone on it got alot better. id say its growing pains.

[ldoher]

Well, it is time I posted an update on my experience with Cirtex.

As you can see from the above admin post, I was informed "we won't disappoint you" but, the ongoing problems with reliable cron on server Edgy have not been resolved, even despite an assurance that the service was now being monitored.

Below is a list of the cases I have opened in the last 12 months, just on this very same issue. Each time, I get the same response from support..... "we have fixed it, it won't happen again" but, as you can see, it does happen. Every few days. Come on Cirtex, what is going on? At least be honest with your customer.

XML-411364
KOJ-77147
RSF-397746
ZEI-597332
MVO-930046
KEN-532024
TWA-748602
GFZ-578381
MRO-261217
PRH-489234
NSC-154835

[Cirtex Andrew]

From looking at several tickets the immediate issues appears to have been resolved. If you start to experience the problem again please open a ticket with support and PM me the ticket ID so I can investigate this matter further.