Support Ticket SLA? Site Suspended

[Greenreader9]

@justmiike

After submitting your request, staff will review your account (typically within a few hours).”

It’s now been 6 days, and realistically, I don’t expect a response at all

Quick clarification here, it says your account will be reviewed, it does not say you will receive a response. Small, but quite important difference.

@justmiike

something that didn’t happen once in 15 years with XtremeHost.

Unless I’m mistaken, XtremeHost does not offer free plans, which makes this comparison quite unfair. A paid host is more willing to spend more time looking into your site (and has less review requirements probably) then a free service does.

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And in cases of copyright, it’s not uncommon to receive no response at all. Unfortunately 99%+ of users with copyrighted material on their site don’t have permission to use it, and the system is just not setup in a way that allows for a good review process. I’m sorry you had the experience you had, but unfortunately I don’t believe there is anything else that can be done here if you are unwilling to wait.

[Meishin]

@justmiike

24/7 service availability

No body ever says there’s 24/7 support on free hosting. I have no idea where do you get this from.

Besides, if I were you, I would reply to the ticket if there’s no reply for days.

[justmiike]

xtreemhost does offer free plans still to this day, and I’m going back to my old account to upload my site again. All I will be doing is buying my domain name so I don’t have to keep doing my SEO again.

[justmiike]

It says it on the 000webhost Shutting Down – What It Means for Free Hosting post.

" InfinityFree stands out as a leader in free web hosting for several reasons:

• 24/7 Service Availability: We ensure continuous operation without regular, mandatory shutdowns, so your website remains accessible at all times."

From admin. I have only been here for a few moments, and I can find it quicker than some.

I replied to the ticket 3 days ago.

[Admin]

@justmiike

So if I’m being accused of “throwing around” words, I’d argue I’m doing so based on your own wording. At least when I use those terms, I mean them.

Where exactly do you see we offered an SLA, or guarantee any response time?

The message clearly say that you’ll typically get a reply in a few hours. But “typically” means that even we admit that we sometimes do not meet that promise.

@justmiike

I originally signed up because your platform claimed to offer reliable hosting services, a robust platform that supports a wide range of user needs without the restrictions commonly found on other free hosting services, and 24/7 service availability.

Ah, right. That section is intended to reference 000webhost who once introduced mandatory “pauses” of websites, where your website would be shut down for an hour per day and replace it with ads to “cool down”, and you had to upgrade to remove that. We don’t do anything like that.

This does not mean that we provide a 100% uptime SLA, it doesn’t mean that no systems issues will occur, and it definitely doesn’t mean that we do not suspend accounts that violate our terms of service.

But I can see where the misunderstanding comes from.

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iFastNet does sometimes ghost support tickets in cases of severe abuse. It’s possible that this happened here too. Bumping the ticket can help sometimes, but you’re not guaranteed to get a response.