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First of all let me just say about our support being a hassle, i believe that that is exagerated i don't think we have ever been more than a day without adressing an issue for anyone .
With so many different server possibilities and configurations, there will always be some people who have problems. SiteDepth is running on over 100 servers at the moment, and so far there have only been 2 cases where it did not function properly ? the first being a PHP issue, the second being the pimproll case.
Obviously this is a concern and we are working on it, but it is difficult to pinpoint exactly what is causing their problem. We tried adding 10 of their zip files at a time on our own test server (dual Xeon as well) and they were processed normally. There is no inherent limit to the number of zips that can be added at a time ? the practical limit has more to do with the server than anything. WE have customers who can process up to 50 in one shot.
We stand by our product and of course we are committed to fixing the problem, but if you can?t wait any longer or aren?t happy with it, we will gladly refund your money the way we talked about before you guys bought. Without knowing your exact numbers it is hard to tell how much it is being stressed, but it is running on a number of paysites with over 3000 active members without issue.
We also have a number of customers who have paid 10x as much for another CMS, and found they couldn?t handle their sites ? and installed SiteDepth.
That said we are working on a MAJOR update for it, which will be ready very soon. It will be a free upgrade to all current customers.
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