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cpanel Support

Discussion in 'General Discussion' started by mfragoso, Sep 5, 2007.

  1. mfragoso

    mfragoso Active Member

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    Hi,

    What happens when a datacenter is unable to give support to a cpanel issue? It is unfair that even if we are paying for cPanel, we ultimately receive no support at all in most cases. Basically our backups are not being updated in all servers since cpanel 11.

    /scripts/cpbackup will do nothing except when the directory (like daily, weekly) does not exist. In that case cpbackup will create the dir and do the backups. Then after that the backups are not touched and the date on file remains the same even if there is a cron running at 1 am .

    The other option is to run with --force option. However the script surely aborts and only do it for some accounts (leaving a dir with the last account being processed)

    I hope that someone from cPanel Staff reads this post because I am sure that I am not the only one lacking direct support.
     
    #1 mfragoso, Sep 5, 2007
    Last edited: Sep 5, 2007
  2. cPanelDavidG

    cPanelDavidG Technical Product Specialist

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    They simply go to *their* cPanel licensing provider (likely cPanel, Inc but not necessarily) to provide assistance to them to resolve the issue you are experiencing and so-forth as needed until it goes all the way to cPanel, Inc (it's exceptionally rare that it would need to go through multiple "men in the middle" though).
     
  3. mfragoso

    mfragoso Active Member

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    Their license provider for my datacenter is Cpanel that means *you*. Certainly this "cPanel chain of command" does not work in all cases. We have been without backups for 20 days. That being said, are you saying that I have to change to a more knowledgeable datacenter? Wait until luck comes and another user take care of the probem? What if we have a serious problem that requires immediate solution. I mean, these guys who are helping others are cool, but they have no obligation at all. We are paying for cPanel and as any software does not come with a license number only, it comes with support.
     
  4. cPanelDavidG

    cPanelDavidG Technical Product Specialist

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    Agreed, and it is the responsibility of the reseller to provide you with support (unless you opted for a cheaper license from your data center which didn't include support, which does not seem to be the case given your previous posts). If the data center is not sufficiently knowledgeable to solve the issue themselves, and they are acquiring their licenses directly from cPanel, Inc, then they are encouraged to submit a support request with us on your behalf so our support staff can look into the issue. This negates the need to move to a more knowledgeable data center, and allows them to resolve the issue you are experiencing.

    Our management team actively makes note of any failures in the support chain and frequently take action to ensure it is operating as efficiently as possible.

    Additionally, please remember that this is a community forum - not a support forum.
     
  5. mfragoso

    mfragoso Active Member

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    Ok, then I will put some pressure on them to contact cPanel asap and stop trying to fix this by themselves.

    But I need to mention that at cpanel.net, support, there is a link to this "not a support" forum, but I agree and understand that cPanel works that way, and I still have the feeling of "Dude, where's my support?" :)
     
    #5 mfragoso, Sep 5, 2007
    Last edited: Sep 5, 2007
  6. rpmws

    rpmws Well-Known Member

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    you could always just ask us here in this thread and maybe we can help if you provide more details ?? ever think of that?
     
  7. mfragoso

    mfragoso Active Member

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    Well, yes, I described the backup problem that I have at the beginning of the post, hoping that someone may pop some answers... but so far no luck.
     
  8. nyjimbo

    nyjimbo Well-Known Member

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    Does it produce a backup log either on the screen or via email?. If you force and it dies it probably puts out some kind of error message somewhere.

    ps- next time just flat out ask your question and not ask a hypothetical on what would happen regarding support, you ended up getting an answer about support and not your actual problem which is the backup. :)
     
  9. mfragoso

    mfragoso Active Member

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    You are right, next time I will ask directly... and thanks for showing some interest here.

    Unfortunately I do not receive any logs. Usually at the end of a backup you receive a mail with the log, but not in this case. Maybe someone can point where the logs are so I can take a look.
     
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