+ASmallOrange – gone to shit

A Small Orange | Maintenance Status
Disruption Start Time: 12:00 am EDT 06/03/17. Estimated duration: Status: In Progress. Hello,. We are currently facing issues with the server which are making all/most services on this server inaccessible either completely or sporadically. We are actively investigating the issue, and may be forced to …

+ASmallOrange – gone to shit

Welcome To Live Chat
PRINT RATE AND EXIT
7:59:57 PM
System
Neha N has joined the chat!
8:00:17 PM
Neha N
Hi Paul. Welcome to Live chat. I am Neha. How are you today?
8:00:23 PM
Paul Spoerry
Neha I need this escalated to the next tier of support.
8:00:25 PM
Paul Spoerry
ALL of my sites are down again… for the third day in a row. It's a disk space issue. It just began three days ago. I've done nothing different. This is my third chat requests… I've requested two tickets (only one was created) and nothing is resolved.
8:01:00 PM
Neha N
Thank you for authentication.
8:01:03 PM
Neha N
I will review your question and get back to you. Please be on hold for 2-3 minutes.
8:02:10 PM
Paul Spoerry
Thank you. And please escalate this issue. Three days in a row with multiple tickets (I have one that's been open for THREE months). I need this resolved.
8:02:13 PM
Neha N
I checked your issue with the senior admins the servers are down as the maintenance is going on and they are working on it to resolve it soon.
8:03:29 PM
Paul Spoerry
I don't see it listed on the service status page.
8:04:24 PM
Paul Spoerry
Shall I assume that after three days of outages I'll be credited to my account for the downtime?
8:05:23 PM
Neha N
If you click on the Cloud on app  dal1.cloud.asmallorange.com/maintenance.html from your client area, you will get a message for the server being down.
8:06:00 PM
Paul Spoerry
If you click on: http://status.asmallorange.com it's not listed.
8:06:19 PM
Paul Spoerry
So will I be credited for three days of downtime?
8:07:08 PM
Paul Spoerry
… and what about the status of my two open tickets… one of which has been open for 3 months?
8:08:28 PM
Neha N
Okay could you please provide me the ticket ID
8:09:09 PM
Paul Spoerry
Please look it up based on the support code I provided.
8:10:04 PM
Paul Spoerry
DOL-465-58074 and GDR-521-73600
8:12:12 PM
Neha N
Could you please be on hold for 2-3 minutes while I check this for you?
8:13:16 PM
Paul Spoerry
Yes please. I'd also like a way to contact a supervisor (not related to this chat but the past three days of service issues).
8:15:34 PM
Neha N
I can understand your concern, however supervisor is not available via chat.
8:16:23 PM
Paul Spoerry
I understand. I'd like a phone number to contact a supervisor.
8:17:30 PM
Neha N
Unfortunately the phone support has been discontinued.
8:18:31 PM
Paul Spoerry
Then how would I contact support?
8:18:35 PM
Paul Spoerry
Can they call me?
8:20:37 PM
Paul Spoerry
Please send the documented uptime from ASO to paulspoerry@gmail.com (since my sites are down and because of that I cannot get email to my paul@paulspoerry.com email address). Also please send the ToS on availability and when phone support of any kind was discontinued a I was never notified of this.
8:24:01 PM
Neha N
Yes I will update your ticket and have senior admins contact via your email, Could you please be on hold for 2-3 minutes while I update and pass the ticket to senior admins.
8:26:09 PM
Paul Spoerry
I'd like to be called. Given I have a 3 month of ticket I do not think that's asking to much,
8:28:33 PM
Paul Spoerry
Please send the documented uptime from ASO to paulspoerry@gmail.com (since my sites are down and because of that I cannot get email to my paul@paulspoerry.com email address). Also please send the ToS on availability and when phone support of any kind was discontinued a I was never notified of this.
8:32:21 PM
Neha N
Okay, I will tell senior admins have contact you, Is there anything else I could assist you with today?
8:33:12 PM
Paul Spoerry
So I will be contacted via phone yes?
8:34:04 PM
Neha N
That I cannot guarantee.
8:34:31 PM
Paul Spoerry
lease send the documented uptime from ASO to paulspoerry@gmail.com (since my sites are down and because of that I cannot get email to my paul@paulspoerry.com email address). Also please send the ToS on availability and when phone support of any kind was discontinued a I was never notified of this.
8:35:04 PM
Paul Spoerry
You can provide this information yes?
8:35:11 PM
Neha N
Okay sure that I have already notified my senior admin.
8:35:47 PM
Paul Spoerry
No, I'm asking for that now. You can provide that yes?
8:36:47 PM
Neha N
Yes sure, I can do that.
8:38:50 PM
Neha N
Do you want to change the admin email as well?
8:39:52 PM
Paul Spoerry
No. I would not like to change the email (provided my service will remain up).
8:41:16 PM
Paul Spoerry
When and how will the I receive the information requested?
8:41:36 PM
Neha N
Okay sure I have updated your ticket with the gmail account, soon you should get notified via email.
8:41:47 PM
Paul Spoerry
When can I expect the two existing tickets to be closed?
8:42:09 PM
Paul Spoerry
If you cannot provide that information I would like a way to call a supervisor.
8:43:43 PM
Neha N
Time frame depends on complexity and nature of the issue. We cannot provide or commit to an ETA unless we actually know values of all variables involved in this. However , since our senior admins are already aware of the issue and are working on it, it should be resolved at the earliest possible.
8:44:42 PM
Paul Spoerry
It's been three months. I'm asking for a an expected timeframe. Three more months or three days?
8:46:32 PM
Neha N
I can understand what you are going through, so I will request billing admins to give credits for the downtime you experienced, I will update the ticket notes again.
8:46:55 PM
Paul Spoerry
I'd like an ETA or an ETA on when someone will contact me via phone.
8:49:49 PM
Neha N
Sorry I cannot give you the exact time frame.
8:50:17 PM
Paul Spoerry
Then please let me know how to direct dial support and/or billing.
8:52:07 PM
Neha N
Unfortunately the phone support has been stopped.
8:52:47 PM
Paul Spoerry
When did phone support stop and how were existing client notified?
8:56:03 PM
Neha N
They were notified via email.
8:56:06 PM
Paul Spoerry
… and who should I email the contents of this chat to?
8:56:35 PM
Paul Spoerry
Please provide the date and time of that email as I've never received one.
8:59:10 PM
Neha N
Are you referring about the ticket?
9:00:21 PM
Paul Spoerry
No. The email about phone support. All emails have a date/timestamp. I've never receive notification so I'm requesting the date/time of the email sent to existing customers.
9:02:15 PM
Neha N
The phone support was discontinued long back.
9:03:31 PM
Paul Spoerry
I've been a customer long back. Please provide the date/time of the communication to existing customers OR… allow me to call a supervisor as previously requested.
9:07:09 PM
Neha N
Sorry I'm unable to give you the information.
9:08:04 PM
Paul Spoerry
Support cannot provide the date/time when phone support would not longer be provided?
9:08:58 PM
Paul Spoerry
I need to speak to a manager or I'm contacting the Better Business Bureau….inclusive of the text of this and previous chats.
9:09:31 PM
Neha N
It was stopped from 2017 as I checked with the senior admins.
9:09:59 PM
Paul Spoerry
Please provide the date/time of the communication.
9:10:15 PM
Paul Spoerry
Or I'd like to speak with a supervisor via phone.
9:10:17 PM
Paul Spoerry
9:12:02 PM
Neha N
Sorry as I said the phone support has been stopped from 2017.
9:12:22 PM
Paul Spoerry
Please provide the date/time of the communication.
9:12:41 PM
Paul Spoerry
Or I'd like to speak with a supervisor via phone.
9:13:29 PM
Neha N
I do not have the information Paul.
9:13:43 PM
Paul Spoerry
Where can I find that information?
9:15:28 PM
Neha N
You cannot the find the information as the phone support has been stopped completely.
9:16:41 PM
Paul Spoerry
Please provide the business address and phone number for ASO so that I can provide it to the US Better Business Bureau when I submit my issue to them.
9:17:15 PM
Neha N
I will let this know to senior admins so they can contact you soon.
9:17:31 PM
Paul Spoerry
Will AOS provide me with this information?
9:17:45 PM
Neha N
You can also write complaints to this email address legal@asmallorange.com
9:18:15 PM
Paul Spoerry
You just said I cannot contact the admins. I have three month old tickets. Please provide the business address and phone number for ASO so that I can provide it to the US Better Business Bureau when I submit my issue to them.
9:18:26 PM
Paul Spoerry
No. Sorry. Email will not cut it. Please provide the business address and phone number for ASO so that I can provide it to the US Better Business Bureau when I submit my issue to them.
9:18:52 PM
Neha N
You can contact admins only via ticket.
9:19:15 PM
Paul Spoerry
That's no acceptable.
9:19:19 PM
Paul Spoerry
Please provide the business address and phone number for ASO so that I can provide it to the US Better Business Bureau when I submit my issue to them.
9:19:34 PM
Neha N
This the email address legal@asmallorange.com you can contact, however I do not have number.
9:19:48 PM
Paul Spoerry
Please provide the LEGAL business name, address, and contact phone number.
9:20:18 PM
Neha N
Sorry I really do not have that kind of information.
9:20:40 PM
Paul Spoerry
Please provide the LEGAL business name, address, and contact phone number. This isn't Facebook or Gmail.. I PAY for this service. Please provide the LEGAL business name, address, and contact phone number.
9:21:32 PM
Paul Spoerry
Then I need to speak, via voice (it will be recorded per Missouri legal requirements) , to an admin
9:22:15 PM
Neha N
Sorry that is not possible they are not available via chat.
9:22:30 PM
Paul Spoerry
I don't want to chat.
9:22:47 PM
Paul Spoerry
Please provide the LEGAL business name, address, and contact phone number.
9:26:30 PM
Neha N
Can you please be on hold for 4-5 minutes while I try to get the details?
9:29:09 PM
Neha N
Thank you for being on hold.
9:29:20 PM
Paul Spoerry
Sure.
9:29:52 PM
Neha N
I was unable to find the details at this moment. I will update the ticket and one senior admins will contact you with the LEGAL business name and address.
9:30:48 PM
Paul Spoerry
Given I have a three month unanswered old ticket… I'd prefer to have an answer now thank you.
9:30:52 PM
Paul Spoerry
Please provide the LEGAL business name, address, and contact phone number.
9:31:24 PM
Neha N
Unfortunately, I do not have the information right now and you have to wait for the replies in ticket.
9:31:51 PM
Paul Spoerry
Then I'd like to personally speak to a supervisor.
9:32:50 PM
Neha N
Unfortunately, he is not available at the moment. I will pass the ticket to him and once he is available, he will take care of it.
9:33:23 PM
Paul Spoerry
Since I've been a long time customer, and you cannot provide when I was supposedly notified I could no longer speak to someone via voice call, I don't think that asking to be contacted is extraordinary do you?
9:33:34 PM
Paul Spoerry
No… I'd like to speak to someone now.
9:33:57 PM
Paul Spoerry
Please provide the LEGAL business name, address, and contact phone number.
9:34:06 PM
Neha N
We do not have voice call and we have discontinued it.
9:34:39 PM
Paul Spoerry
I've never been notified. I'd like to speak to a supervisor.
9:35:10 PM
Paul Spoerry
Additionally, please provide the LEGAL business name, address, and contact phone number in this chat.
9:35:19 PM
Neha N
Unfortunately, he is not available at this moment.
9:35:33 PM
Paul Spoerry
I'll wait.
9:35:39 PM
Neha N
Regarding to the LEGAL business name and address, I have update the ticket.
9:35:41 PM
Paul Spoerry
Please provide an ETA.
9:35:57 PM
Paul Spoerry
Why can you not provide the LEGAL business name, address, and contact phone number?
9:36:03 PM
Neha N
Waiting on the chat does not help and I will not be able to provide the ETA.
9:36:42 PM
Neha N
I do not have the info right now and I need to get that info. Since, it is weekend, I will not be able to contact anyone at this moment.
9:36:44 PM
Paul Spoerry
Then I'd like to speak to a supervisor.
9:37:05 PM
Neha N
Unfortunately, he is not available at this moment.
9:37:17 PM
Paul Spoerry
You don't even have access to the LEGAL business name, address, and contact phone number?
9:37:31 PM
Paul Spoerry
I'll wait as I'd like to speak with a supervisor.
9:38:03 PM
Neha N
Chat reps does not have all the information.
9:38:45 PM
Paul Spoerry
I understand that and that's why I requested to speak with a supervisor.
9:39:14 PM
Neha N
Unfortunately, he is not available at this moment and I will not be able to provide the details at what time he will arrive.
9:42:21 PM
Paul Spoerry
So the legal position of ASO is that you cannot provide the LEGAL business name, address, and contact phone number, nor can you tell me when (this year) I can no longer talk to a supervisor, nor can you tell me when that was legally changed so that I can no longer talk to a supervisor, nor can you explain a 3 month old, unanswered support ticket, nor will you put me in touch with anyone who an answer the above?
9:43:45 PM
Paul Spoerry
I'm asking for clarification so that when I submit the above to the US Better Business Bureau (or the 3+ million people in my G+ groups) I know what ASO's official position is on this topic.
9:45:22 PM
Neha N
I have not mentioned that, I cannot provide the legal details. I have updated the ticket to provide those details.
9:46:31 PM
Neha N
You have to wait for the response from our ticket admins and you can reply to the ticket for any details.
9:46:40 PM
Paul Spoerry
Not mentioned what specifically?
9:48:00 PM
Neha N
I have not mentioned that we do not provide LEGAL business name and address. I have mentioned that, I do not have the info right now and I will update the ticket to get that details.
9:48:32 PM
Paul Spoerry
How can you NOT know the legal entity for which you work?
9:49:04 PM
Paul Spoerry
I've waited for 3 month on my oldest ticket? Is this the position of ASO support for this support chat and the 3 month old ticket?
9:49:36 PM
Paul Spoerry
Please provide the LEGAL business name, address, and contact phone number.
9:51:55 PM
Neha N
Those information will be with the legal team and I was not able to contact them at this moment.
9:52:12 PM
Neha N
There is nothing I can do much at this moment. You have to wait for their response.
9:52:33 PM
Paul Spoerry
I'd like to be contacted via phone then.
9:53:51 PM
Neha N
We have discontinued the phone support.
9:57:08 PM
Paul Spoerry
I was never notified. WHEN was that discontinued… please provide the timestamp so I can submit to the US Better Business Bureau as well as request a refund from that time. Again, I'd prefer to speak with a US supervisor at this time.
10:01:16 PM
Neha N
Paul, I really understand. However, I do not have those information now. I will make sure that someone will contact you at the earliest.
10:01:53 PM
Paul Spoerry
I'd like to be contacted now please.
10:03:02 PM
Neha N
Unfortunately, it is not possible to at this moment.
10:04:34 PM
Paul Spoerry
Then… at a minimum… provide the LEGAL business name, address, and contact phone number of ASO. I just spoke my attorney and he said you legally have to provide it.
10:06:48 PM
Neha N
If I have that information handy, I would have provided. I was not able to contact anyone at this moment to get that info. I have updated the ticket DOL-465-58074 to get those details and I will pass the ticket to someone when they are available.
10:08:02 PM
Paul Spoerry
If you cannot provide the LEGAL business name, address, and contact phone number then I require the ability to speak with a supervisor.
10:09:30 PM
Neha N
At this moment both are not possible.
10:09:49 PM
Neha N
You can contact us on week days, so that we may help you with that.
10:12:06 PM
Paul Spoerry
So you're saying nobody will help me now, or call me, but that I have to do work to contact support? That's fine IF you provide me a contact phone number.
10:13:38 PM
Neha N
Unfortunately, at this moment, I will not be able to help you or not able to provide any information.
10:13:47 PM
Neha N
You can always contact us on week days.
10:15:23 PM
Paul Spoerry
03/17/17 WAS a weekday… the ticket, GDR-521-73600, remains open.
10:16:19 PM
Paul Spoerry
I've like to speak with a supervisor. Alternatively, provide the LEGAL business name, address, and contact phone number then I require the ability to speak with a supervisor.
10:16:20 PM
Paul Spoerry
10:16:30 PM
Neha N
Unfortunately, at this moment, I will not be able to help you or not able to provide any information.
10:16:43 PM
Neha N
Please wait for the response in the ticket.
10:17:15 PM
Neha N
Also, I do agree that it took long time to reply to the ticket. I will pass the ticket to my supervisor when he is available.
10:17:17 PM
Paul Spoerry
No thank you.
10:17:35 PM
Paul Spoerry
PLEASE provide the LEGAL business name, address, and contact phone number then I require the ability to speak with a supervisor.
10:18:44 PM
Neha N
Paul, I have already answered that question. I have to just repeat my answer and there is nothing much I can help.
10:18:49 PM
Paul Spoerry
PLEASE provide the LEGAL business name, address, and contact phone number for ASmallOrange
10:20:03 PM
Neha N
I have already answered this question.
10:20:43 PM
Paul Spoerry
PLEASE provide the LEGAL business name, address, and contact phone number. I'll happily accept a call right now from a supervisor. Is ASO, despite a 3 month old ticket, declining to address the concern of a customer>
10:20:45 PM
Neha N
Do you have any other question?
10:20:49 PM
Paul Spoerry
?
10:20:54 PM
Paul Spoerry
PLEASE provide the LEGAL business name, address, and contact phone number
10:20:55 PM
Paul Spoerry
10:20:56 PM
Paul Spoerry
PLEASE provide the LEGAL business name, address, and contact phone number
10:20:57 PM
Paul Spoerry
10:20:59 PM
Paul Spoerry
PLEASE provide the LEGAL business name, address, and contact phone number
10:21:10 PM
Paul Spoerry
10:21:20 PM
Paul Spoerry
This is all being recorded.
10:21:52 PM
Neha N
I am here to help you. However, chat reps does not have all the access and you have to wait for the response in the ticket.
10:22:02 PM
Paul Spoerry
I'll happily email a transcript.
10:22:19 PM
Neha N
Also, repeating the same questions again and again wont help much.
10:22:27 PM
Neha N
Let me know if you have any other questions.
10:22:38 PM
Paul Spoerry
I do.
10:23:05 PM
Neha N
Sure, let me know.
10:23:57 PM
Paul Spoerry
Ignoring my question(s) again and again doesn't help much either.
10:24:00 PM
Paul Spoerry
LEASE provide the LEGAL business name, address, and contact phone number
10:24:07 PM
Paul Spoerry
PLEASE
10:24:12 PM
Paul Spoerry
PLEASE provide the LEGAL business name, address, and contact phone number
10:26:25 PM
Neha N
I am not ignoring your questions. I have explained I do not have info right now and I have updated the ticket. When we do not have the info handy, you have to wait for the response in ticket.
10:26:53 PM
Neha N
Unfortunately, I will not be able to help much and may not be able to reply on time.
10:27:33 PM
Paul Spoerry
I've had a ticket open for months on end… I'm requesting to speak with a supervisor.
10:28:57 PM
Paul Spoerry
Unfortunately, I'm unable to accept zero ticket escalation, no way to contact someone, etc… PLEASE provide the LEGAL business name, address, and contact phone number
10:31:41 PM
Neha N
Unfortunately, I will not be able to assist you in both the matters.
10:33:36 PM
Paul Spoerry
Is that the legal position of ASO?
10:36:03 PM
Neha N
Paul, I understand your concern, and I am sorry about it, however I dont have the details . But I have escalated the ticket to my seniors and they will update you with results at the earliest. Is there any thing else I can assist you with ?
10:37:44 PM
Paul Spoerry
I understand. I work tech support for my job as well. So, yes, I'd like to know specifically when I'll be contacted via phone call.
10:39:44 PM
Neha N
I dont have an exact time frame Paul. But I will see that you will be updated with results at the earliest and see the issue is fixed.
10:39:59 PM
Paul Spoerry
PLEASE provide the LEGAL business name, address, and contact phone number. Or do you not know who you specifically work for>
10:40:33 PM
Paul Spoerry
Unacceptable. PLEASE provide the LEGAL business name, address, and contact phone number
10:40:51 PM
Neha N
Paul, I dont have the details at the moment and I am sorry about it.
10:41:08 PM
Neha N
I will see that you will be updated with results at the earliest.
10:41:21 PM
Neha N
Any more questions I can assist you with ?
10:42:23 PM
Paul Spoerry
Yes. Then let me speak to someone above you. Thank you very much.
10:42:49 PM
Neha N
Unfortunately supervisor is not available at the moment. I am sorry.
10:43:13 PM
Paul Spoerry
Then PLEASE provide the LEGAL business name, address, and contact phone number
10:45:12 PM
Paul Spoerry
I'm simply asking for a phone number to speak with a supervisor. Is this to much to ask?
10:45:53 PM
Neha N
I dont have details. But I can move the current ticket to legal, Or you can create a ticket and provide me the ticket ID and I can move the ticket to Legal department
10:46:21 PM
Paul Spoerry
Does ASO not value existing customers?
10:46:45 PM
Paul Spoerry
I've provided all my ticket details already though?!
10:47:27 PM
Paul Spoerry
PLEASE provide the LEGAL business name, address, and contact phone number
10:47:28 PM
Neha N
Okay, I will move the tickets to legals department.
10:47:54 PM
Paul Spoerry
That's not what I specified.
10:48:03 PM
Paul Spoerry
PLEASE provide the LEGAL business name, address, and contact phone number
10:48:51 PM
Paul Spoerry
NOT VIA TICKET. I'm a current customer… PLEASE provide the LEGAL business name, address, and contact phone number.
10:49:33 PM
Neha N
Paul, I dont have the details. However I have updated the ticket and I will see that our seniors can update you with results at the earliest.
10:50:00 PM
Neha N
Is there anything else I can assist you with ?
10:50:44 PM
Paul Spoerry
You do not have the details of the company for which you work? YES!! I'd like to SPEAK with a supervisor.
10:50:55 PM
Paul Spoerry
Alternatively PLEASE provide the LEGAL business name, address, and contact phone number
10:51:25 PM
Neha N
I understand, And I am sorry about it. I will see that you will be updated with details at the earliest.
10:51:31 PM
Neha N
Thank you for contacting Support. Have a nice day. Bye!
10:51:46 PM
System
This chat session has ended.

My apologies… but I've had a ticket waiting for "seniors" waiting for nearly three months.
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