Originally Posted by Phil21

As mentioned a couple times to you Franck, we aquired a reseller of ours, in a fashion which we wish could have gone better. Due to the nature of this "takeover" we inherited systems that are more or less a third party hosting companies. This is akin to us managing servers located at a company we do not own or operate - while we took steps to mitigate problems, we obviously did not anticipate everything. A more standard acquisition would have been done piece by piece and customer by customer, not wholesale as this one.


As also mentioned, we need to move you to our fully managed platform in order to be able to offer the customer service our customers are accustomed to. We are happy to do this any time, and have asked you a time to schedule this move. Unfortunately, when dealing with another provider's configuration we're flying blind.

I absolutely agree 13 hours downtime is beyond unacceptable. Your account was already credited for 1 month additional of free hosting for this mistake. When you are on a Reflected-managed platform, I am confident issues like these are a non-issue. To be honest, I've never seen an Apache error like the one which brought your site down, and I've been in the business for more years than I care to admit.

As for Oracle Porn, you may forget - but I am an owner of Reflected, and was also when Donnie co-owned it with me. I was the one who gave you free service credits, not Donnie. Since I generally manage operations, all your dealings were with me, or through Donnie to me. I don't get into board drama, but there was a unique difference in your account status between those years which explains the difference in actions taken by myself. I am finding it curious that someone who left in the manner you did, feels they could possibly bring any 'drama' to the boards. I suggest you take a strong look at what you're typing, and correlate that to the actual actions you took yourself.

Reflected is a strong company with an extremely strong track-record in customer service and uptime. What happened with Franck we absolutely screwed up 100% on. We make things like that right, even if he's moving to another hosting company. All I can do is apologize, and let you know what actions have been taken, and what actions still need to be taken to keep an issue like that from happening again in the future.

In any case - yep, we screwed up. My apologies again to Franck. I would appreciate the chance to make it right, but can understand if not. We are a professional company, and honestly I think this is the first case of an unhappy customer coming to the boards instead of talking to us directly. I also understand why this is, since you were brought on board in a fashion where you simply have not dealt with us long-term, and know how we operate.

Thanks!

-Phil