Urgent - Server provisioning severely delayed, impacting critical client migration

    Dear Netcup Team,

    I am writing to express disappointment and concern regarding a delay in server provisioning that is currently impacting a critical client migration.

    Yesterday, I referred a valued client to Netcup as they are in the process of migrating their infrastructure away from AWS. The client placed an order for a server with the understanding that provisioning would be prompt, as their contract with AWS expires in just 48 hours.

    However, it has now been over 10 hours since the order was placed and there is still no indication that the server has been provisioned. This delay is putting my client in an incredibly difficult position, as they are now facing the possibility of an outage when their AWS resources are terminated.

    This delay also reflects poorly on me, as I specifically recommended Netcup based on your reputation for reliable and fast service.

    Please explain the reason for this unacceptable delay? It makes no sense to me.

    Thanks.

    Zitat von Jodler

    If it's that critical surely you or the client could have ordered the needed resources at netcup earlier.

    Netcup does verify new customers and needs upfront payment, look to get those two points done.

    Yeah, ikr? I had scheduled the migration for Monday, to take care of any uncertainties and expected to be complete latest Friday. Only just got a hold of the client yesterday, that is why it is now a bit rushed.

    chimastudiosAlso, just want to quickly point out, that this is primarily a customer-to-customer forum.

    It is not unlikely, but it's also not guaranteed, that a Netcup employee will come across this thread. However, opening a support ticket most likely will not help at all, as support is currently overwhelmed in terms of workload anyways, and its unlikely you'll receive an answer within 36 hours as far as I can tell from the other threads here.

    There is a hotline for critical-cases, however I think it's mainly for critical service outages or similar, and not for topics as delayed customer account creation/server provisioning. Also, as this is hardly categorized as a "Netcup-induced problem", you'd have to pay for the call. I'd also not advise you to call there I think, as I think it's also the wrong point of contact.

    I think best is to just wait and hope for the best. Of course, I'm not an expert either and just sum up the my impression from what I read in the forum lately, so these are just my 2cts.

    Zitat von TBT

    All I hear is mimimi.

    Dude. They manually vet new customers. That takes time. And the internet has burned for the last days. Wait or go.

    21.10. war friggin gestern!? Und da ist es ein Problem wenn es einen Tag dauert? Da schreibst Du DESWEGEN eine Supportanfrage? Wegen solchen dämlichen Anfragen ersäuft Netcup grade in selbigen und braucht für alle Anfragen länger. D.h. Du bist Teil des Problems über das Du Dich aufregst.

    Wenn Du Dich angesprochen fühlst, bist Du wohl auch adressiert. ;)

    SUCHE Mini-Web-/Mailhosting: https://forum.netcup.de/thread/21928

    Zitat von Ronimjan

    chimastudiosAlso, just want to quickly point out, that this is primarily a customer-to-customer forum.

    It is not unlikely, but it's also not guaranteed, that a Netcup employee will come across this thread. However, opening a support ticket most likely will not help at all, as support is currently overwhelmed in terms of workload anyways, and its unlikely you'll receive an answer within 36 hours as far as I can tell from the other threads here.

    There is a hotline for critical-cases, however I think it's mainly for critical service outages or similar, and not for topics as delayed customer account creation/server provisioning. Also, as this is hardly categorized as a "Netcup-induced problem", you'd have to pay for the call. I'd also not advise you to call there I think, as I think it's also the wrong point of contact.

    I think best is to just wait and hope for the best. Of course, I'm not an expert either and just sum up the my impression from what I read in the forum lately, so these are just my 2cts.

    thanks a lot.