New server turn around times Options

[dustoff]

With all the work going on in H1 I have a question regarding new server start up times.

Going to bite the bullet and take advantage of the killers deals on This friday morning. is there a added delay in new server start ups due to all the taking place in H1. Not to concerned about the data center and will take which ever one they put me in I will request a Texas Location though but I under stand that sometimes requestion a certain data center results in more delays.

Normaly I can order a server and its up and running in 24 hours.

[eth00]

No clue about the ordering ETAs but they "only" have data centers in Houston and Dallas - both of which are in Texas so the location bit won't delay you at all! If you get one of the ready to go severs you should be up pretty quick.

[dustoff]

My current server is in H1 phase 2 but dont really care where the new one goes. I plan on shuuting this one down on the 19th (billing date).

I know what the standard answer is from sales (72 hours) but they allways get them up faster than that. Just wondering what with the H1 problems and the hugh amount of server deals this week will new server install's be as fast as they allways are.

[ardiem]

For what it's worth, I ordered another server yesterday afternoon and it was provisioned within three hours. I was surprised, especially given the current situation and the fact that my previous servers had taken ~12 hours or so.

[dustoff]

I placed my order at 5:30 am today and the erver was up at 7:00 am . it was not a ready to go server so I was amazed that it came up that fast.

[ramstar]

took me 4 days to get one up, wrong services and features on it.

[Kevin Hazard]

took me 4 days to get one up, wrong services and features on it.

I've tried tracking down your server order with the wrong services and features, but the only tickets I could find were software related (outside of the request to change the port speed to 100Mbps which was created before the server was provisioned). Our DC Ops and provisioning teams are always on the lookout for customers experiencing problems with new server provisioning, especially if it involved our automated provisioning system, as it may indicate a bug that affects other customers as well.

If you could track down any chats or tickets about where the server differs from what you expected, shoot 'em over to me in a PM or send me a quick email (khazard AT theplanet), and I'll make sure the team follows up on what could have caused the problem.

As for the delay in provisioning around the time of the outage, all I can say is I'm sorry it took so long. Given the focus on H1, all of our ticket queues were flooded and everyone was working double- and triple-shifts to help keep everything under control, but even that doesn't seem like enough when facing such a substantial number of customers experiencing business-affecting downtime.

[kamnet]

I ordered a new server two Friday's ago, required upgrading the uplink to 100mbps, server was available in about 4 hours. Had it not needed this, the server probably would have been ready within 90 minutes.

[Protollix]

I ordered a new server two Friday's ago, required upgrading the uplink to 100mbps, server was available in about 4 hours. Had it not needed this, the server probably would have been ready within 90 minutes.

I ordered a new server Wednesday July 16th. As of today (Monday, July 21st) it was still not provisioned, and the ticket created from the order hasn't been touched since Wednesday. I have since asked them to cancel as I need my server NOW and have decided to abandon ThePlanet. To their credit, this is really the only order hiccup I have had with them in 5 years, and their support has been very reasonable in the past, but I am in a crunch and need a company than can provide faster service

[thedude]

I'm just curious if you called them about the order?

I had a server that was still provisioning after a day...I called them up on day 2 to inquire on the status of the order.

After the phone call, they had the server ready to go for me in another 2 hours.

[Kevin Hazard]

I ordered a new server Wednesday July 16th. As of today (Monday, July 21st) it was still not provisioned, and the ticket created from the order hasn't been touched since Wednesday. I have since asked them to cancel as I need my server NOW and have decided to abandon ThePlanet. To their credit, this is really the only order hiccup I have had with them in 5 years, and their support has been very reasonable in the past, but I am in a crunch and need a company than can provide faster service

Looking at the order ticket, it seems like it got caught waiting for approval to apply the loyalty rate on the hard drive upgrade. I sent your status update request ticket directly to managers in our sales and provisioning departments to get an update. I'm sorry that this process got hung up on the approval ... that process should never take as long as it has. I know how frustrating it can be when you don't hear anything back on a ticket like this (especially when buying a new order), so you can bet that I will continue to investigate why the ticket was assigned to be approved and has been untouched since 8pm on July 16.

[Protollix]

I'm just curious if you called them about the order?

I had a server that was still provisioning after a day...I called them up on day 2 to inquire on the status of the order.

After the phone call, they had the server ready to go for me in another 2 hours.

No I did not call, and I shouldn't have to. I have had to call in the past to have tickets, like reboot requests (while their monitoring software reports my server as down) to be looked at. What the heck is the point of a ticket system, if you have to call for each one submitted anyhow? That's ridiculous.

I submitted a new friendly "status" ticket this morning, asking about my order. It looks like it got re-assigned once about 30 mins after I opened it, and hasn't been touched since.

I have other things to do (like - work and dealing with a home closing) than babysit my data center.

[Kevin Hazard]

I submitted a new friendly "status" ticket this morning, asking about my order. It looks like it got re-assigned once about 30 mins after I opened it, and hasn't been touched since.

The ticket appears to have been immediately assigned to the sales rep that helped you out, but he's been out of the office, so it's essentially the perfect storm of miscommunication (err... more "missed communication").

[kamnet]

I ordered a second server a week ago, sadly it didn't come through as quick as the first. I never got an e-mail with my ticket number of the info about the server, the ticket never showed up in Orbit until after the order was complete and closed. I had to contact support again just to find out the ticket number and try to get the info on my server. It took a little over a day to configure the server.

[Onsight Data]

I ordered a second server a week ago, sadly it didn't come through as quick as the first. I never got an e-mail with my ticket number of the info about the server, the ticket never showed up in Orbit until after the order was complete and closed. I had to contact support again just to find out the ticket number and try to get the info on my server. It took a little over a day to configure the server.

I am at just about 36 hours since ordering , server is still sitting at hardware building stage. I didn't order anything out of the normal. Just a dedicated server with 1 gig of extra ram.

My billing info was verified less then 12 hours after placing ordering with no issues with it. I called 24 hours after the order placed to find out a time frame and was told it could be 72 hours from today however csr told me that a tech was building it right now and it would probably be up very soon. ( 36 hours later ticket has not be touched ) .

I guess if your looking for a server don't be in a rush it could be atleast 4 days till you get your server.

I am a first time customer with The Planet. Never been with a company as large as this so maybe its normal for it to take this long. I am used to turn around in less then 24 hours for a dedicated server setup with the other servers I have .

Scares me a bit to think it takes this long for a server to be setup . I hope that things are more speedy with any future needs.

I will update once i get my server.

[Kevin Hazard]

I am at just about 36 hours since ordering , server is still sitting at hardware building stage. I didn't order anything out of the normal. Just a dedicated server with 1 gig of extra ram.

My billing info was verified less then 12 hours after placing ordering with no issues with it. I called 24 hours after the order placed to find out a time frame and was told it could be 72 hours from today however csr told me that a tech was building it right now and it would probably be up very soon. ( 36 hours later ticket has not be touched ) .

I guess if your looking for a server don't be in a rush it could be atleast 4 days till you get your server.

I am a first time customer with The Planet. Never been with a company as large as this so maybe its normal for it to take this long. I am used to turn around in less then 24 hours for a dedicated server setup with the other servers I have .

Scares me a bit to think it takes this long for a server to be setup . I hope that things are more speedy with any future needs.

I will update once i get my server.

I'm looking at the account you've accessed, and I see a new server order that was placed around 26 hours ago (which was about 14 hours before you posted in this thread) that's waiting on a sales manager to approve the discounts you requested. I've asked the manager to look into your ticket right now, but I'm concerned that you may have ordered another server previous to the one associated with the account I found if you've been experienced a 36 hour delay. Please PM me with any other relevant ticket or account numbers that need follow-up.

Thanks!

-Kevin

[Onsight Data]

I'm looking at the account you've accessed, and I see a new server order that was placed around 26 hours ago (which was about 14 hours before you posted in this thread) that's waiting on a sales manager to approve the discounts you requested. I've asked the manager to look into your ticket right now, but I'm concerned that you may have ordered another server previous to the one associated with the account I found if you've been experienced a 36 hour delay. Please PM me with any other relevant ticket or account numbers that need follow-up.

Thanks!

-Kevin

The order was placed at 12:00pm Aug 5th. Manual Provisioning ticket was opened Aug 6th 8am. Online Chat Cancels my order Aug 7th 11:12 am by accident.

I was told total time was 24 to 72 hours from time order was placed. I can wait 72 hours but for the ticket just to be open and told a tech is working on it right now and should be up soon.

I am currently on a chat with live chat. I asked what the policy was about cancelling my account . Exact words whats the policy. The online sales chat person cancelled my whole order!

Christi C.: Sir I do apoligize for the misunderstanding, but your order has been voided right now.
Customer: are you kidding me?
Customer: i asked you what the policy was for canceling my order!

All i asked was for if they had any idea why the hardware ticket was open so long. When i was told it probably take no more then 24 hours after that for it to be closed. Then i just asked a general question about the policy about cancelling and they cancelled my order.

Only discounts i requested are the ones that are on your website. Free setup and double my ram .

[Onsight Data]

I gave up. I can't wait another 24 to 72 hours for this to start all over.

Ordered another server at another really large data center and it will be ready in 2 to 4 hours. I didn't order a ready to go server either.

[Kevin Hazard]

I gave up. I can't wait another 24 to 72 hours for this to start all over.

Ordered another server at another really large data center and it will be ready in 2 to 4 hours. I didn't order a ready to go server either.

Apparently, there is some additional confusion... The order associated with your account (ticket 5025343PLNT) was filled at 12:06pm, so shortly before your post at 12:15pm today, and your account is still listed as "Active." I understand that you were frustrated by the provisioning process, so you may want to confirm that the account is cancelled via ticket in your account.

The discounts were a problem because we do not allow for multiple promotions to be used on a single order. Because two promotions were requested, a sales manager had to sign off on it.

Reason for edit: Updated information... Didn't provide enough detail initially.

[Kevin Hazard]

I'm sorry, I was mistaken ... The order appears to have been voided about an hour after the provisioning was initiated, so the server is not online. The account associated with the server is still shown as Active, but no invoices are attached to the account since the provisioning process never finished.

I'll check to see if our tech support department needs any additional information before closing out the account.

Again, I'm sorry for all the confusion and the delay.