Upcoming Helpdesk Maintenance

KH-Jonathan

Director of Managed Services
Staff member
Friday, April 25, 2014 we will be performing maintenance and upgrades on our customer helpdesk located at https://support.knownhost.com starting at 11:00PM EST and ending on April 26, 2014 at 3:00AM EST. This is a total of 4 hours and while we expect the maintenance not to take anywhere near this long we're of course scheduling extra time for any issues which may arise.

During this time period, support will be available only via email and we ask that you please only request support for critical issues where a site or service is completely offline. There will be a lot of manual work involved in handling support this way so it's possible that responses could be slightly delayed. We will of course have ample staff working to make this maintenance goes as smoothly as possible and support will be available as always. Sales, billing, and abuse departments are closed during this timeframe and any incoming emails to those departments will be queued and delivered to us at the time the maintenance is complete.

Please note that customer services will not be impacted in any way.

This maintenance window will be to perform significant upgrades to our support system which will both improve the usability and speed of the system, as well as improving our back-end interface which will allow us to better manage support requests and increase the efficiency at which we can provide you with assistance.

We thank you for your understanding during this time and as always thank you for your continued business.

Regards,
KnownHost, LLC
https://www.knownhost.com
 

KH-Jonathan

Director of Managed Services
Staff member
Just as a reminder, the maintenance window will begin tonight at 11PM EST as scheduled, just under 12 hours from now.
 

KH-Jonathan

Director of Managed Services
Staff member
Things are progressing nicely. We should be done well ahead of schedule at this rate.
 

KH-Jonathan

Director of Managed Services
Staff member
Maintenance is complete and the nice and shiny new helpdesk is operating at normal capacity.
 

Glenn

New Member
The 'Downloads' page is on a password protected folder? Seems like I can't access the page with my correct KnownHost login details.
 

KH-Jonathan

Director of Managed Services
Staff member
The 'Downloads' page is on a password protected folder? Seems like I can't access the page with my correct KnownHost login details.
The username and password are both the same as what the password used to be in the old downloads system.

Hi guys my website http://alexa.askfrank.net is down for over 30 minutes now and system wont take ticket. Everytime I write one it reloads page to empty page here
https://support.knownhost.com/Tickets/Submit/Confirmation/1
awww.askfrank.net_wp_content_uploads_2014_04_kh_404_4_27_2014.png



BTW your main site was down at the same time too

Anybody here that can help me please
This isolated case has been taken care of now and will not return a 404.

Hi,

I get 404 pages when I try to create a ticket
This isolated case has been taken care of now and will not return a 404.
 

KH-Jonathan

Director of Managed Services
Staff member
What's the ticket ID (and can you PM me the address you sent it from)? No tickets were lost in the migration though there was a tiny window during which a ticket could have been erroneously routed to the old desk for about 10 minutes after it's was supposed to have been taken offline.
 

KH-Jonathan

Director of Managed Services
Staff member
[KHbilling #432999]
The ticket is currently open in the billing dept. Sales/billing are officially closed on weekends, though often times you will indeed get replies. Tickets such as this will sometimes wait until Monday, however. Support is 24/7 as always.

Don't worry, we'll get you taken care of.
 

Glenn

New Member
The username and password are both the same as what the password used to be in the old downloads system.
Jonathan, can you PM me the login and password to access the downloads system? Seems like I can no longer find the initial ticket where your support team provided me the details.
 
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