Emergency contact info

C

charliez

Verified User
Joined
Sep 29, 2004
Messages
83
Hi,

My server is completely down and I'm getting a license expired message.

Never got any "license about to expire" message as I have gotten a couple of times before.

Anyway, I have purchased the license though Layeredtech and they say all is OK and license has been paid and renewed.

Is there any way to contact DA in a hurry? They have removed their ph numbers from this site and email usually takes 48 h in the weekend. I have a lot of very pissed of clients now.

C
 
Thanks for your reply.

Yes I have tried that and checked the date. So has Layeredtech without success. Somehow DA must have wrongly marked the license ID as expired...

A bit stressing since I have a huge number of clients getting very pissed of.

DA contact page says: "You may call us at . Our telephone hours are from 9:00 A.M. to 5:00 P.M". Fat load of help that was.

I love DA and I think that they offer good support and assistance. However, if they shut down someone's server on a Saturday, there should be a way to contact them on a Saturday too.
 
Thanks,

I did when the problem started. Both are great chaps, but I think they take some time off during the weekends (for understandable reasons). That's why I was wondering if there was any fax / ph / emergency email to reach them on. Because even if 24-48 h is a fair response-time for you average "my server is a bit slow" sort of problem, it's a long time when entire DA is down.

Anyway we have the web service running now, so it's just the control panel that is missing. But that's bad enough, especially when our customers get a "license expired" message. Half of them is on the ph thinking we have gone bankrupt...

I honestly think they should not let licenses expire on days when they do not offer support. Apparently their system is not foolproof.

C
 
Last edited:
Hello,

We are generally available during weekends although the hours might be a little more random. If you are having trouble with the license please send us the IP address or license iD#, and if you want really fast help include the admin and root passwords so we could take care of it ourselves (rather than e-mailing back and forth).

Today being Saturday, our average response time has been less than an hour all today..

Mark
 
Quite frankly that is rather odd since I emailed you 9-10 hours ago, and Layeredtech emailed you a couple of hours later - and neither has heard back.

[EDIT]
I have emailed you again.
 
Last edited:
Just as an update, the problem has been fixed and the license did not lapse into expiry. It was a problem with the wget binary.

But for anyone who is concerned, there is a minimum 5-day grace period on all licenses so the panel would still allow logins 5 days after expiry to give plenty of time to contact us. All the websites and whatnot would stay up forever of course, our software wouldn't disable those.

Mark
 
Follow up:

Mark at DA looked into the issue and it has all been fixed now. Apparently the license was ok, but somehow our server couldn't connect to DA and update the license.

Thanks to all,
C.
 
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