I think one thing that would significantly improve the customer experience in situations like this is better visibility of provisioning issues.
At the moment, customers only see that:
- the invoice is paid,
- the server is not delivered,
- SCP may not work,
- support tickets remain open.
From the customer's perspective, there is no way to know whether:
- the order is still being processed,
- provisioning has failed,
- engineers are already working on the issue,
- or whether support has simply not seen the ticket yet.
This uncertainty leads customers to open additional support requests, search the forum, and repeatedly contact support for status updates.
In my opinion, it would be very helpful if provisioning incidents were reflected on the status page whenever multiple customers are affected.
For example:
"Investigating Root Server provisioning delays"
or
"Provisioning issue identified, engineers are working on a fix."
Even better would be a simple progress indicator with estimated resolution information.
Something like:
✔ Payment received
✔ Customer account created
✔ SCP account created
✖ Provisioning failed
⏳ Engineers investigating
This would immediately answer the most common customer question:
"What is happening and how long will it take?"
It would also reduce the number of duplicate support tickets and forum posts because customers would know that the issue is already acknowledged and being worked on.
At the moment, several customers appear to be experiencing the same symptoms, but the status page still shows all systems operational, which makes it difficult to understand whether the issue is individual or widespread.
I hope this feedback is helpful.