Activation time

  • hi,


    apologies if this is not the right place to post.


    I've ordered a server on the 26th of January, and supplied the proof of address and identity as requested (first time ever asked to do this by a private company).


    After one week from the date of my order, I tried to phone and was told just "to be patient". The operator sounded everything except friendly.


    So, I have now no idea what the status of my order is.


    Is this the level of customer support I have to expect going forward?

  • Dear whitenoise,


    Thank you for your message.


    Under certain circumstances, we have to perform additional verification steps on the first order of a new customer for legal and safety reasons. I am sorry that you have been affected by this and therefore have not yet received your ordered products. I have found your messages to our support team and they will reply to you as soon as possible.

  • I've been contacted eventually, and had to send my proof of address once again.


    I've now paid the invoice and waiting for the service to be online.


    As a former owner of a small VPS provider, I would suggest a few changes to your order flow.


    Imo, this should the right user flow:


    - user selects a service and pay

    - at the same time, user signs up to your user panel and sets a password. (currently you are sending the password via email, which is unsafe).

    - in the admin panel, the order is shown as paid but pending activation, if you need to carry out identity checks.

    - give the user the possibility to securelly upload his/her documents from inside your control panel.

    - order is set to active once the identification procedure is complete, and the service is provisioned and brought online.

    - improve your support response time

  • i am only able to talk about my verification. It was one day before cristmas because my old provider had many Problems, an i got the call on 23.12 and the service was up on the same day.


    All your suggetions, i can agree, small changes in the system, but the a lot comfort for the enduser. Also less questions to the support.

  • Just another couple of suggestions (my server is now active):


    - you should force a change of root password at login. I know it's advised in your welcome email, but it's good practice to force it if you send out by email.

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