Kevin,
I understand the frustration... I've personally been on dozens of calls
and
emails resolving issues, including over the holidays.
As usual, your participation and comments are always appreciated.
We are happy with the new 2006 product so far (on new installs). It seems to
work great on single domain servers. BUT - In all honesty, we have not
upgrade our ISP shared servers (multi domains) due to the numerous problems
being found. Typically we will wait for two or three hotfixes anyway before
taking the plunge on major releases of IMail.
Maybe releasing the first week of January would have been better. Major
releases before holiday schedules and vacations are a bad recipe.
As for your statement addressing explaining the long hold times (staying
with a customer as long as it takes). In all fairness to your other paying
customers, IPSwitch should support *one* set of web installation
instructions and not spend time working with people who want to run
modified/secured environments that require settings not included in the
installation instructions. Securing servers is a basic hosting need and it
is solely up to the admin of the server to tighten things up as required.
You guys aren't IIS gurus - don't waste our support hours trying to be.
Most .NET applications are written to run on default IIS installations and
the burden of securing the underlying filesystem, impersonating users,
etc... etc... are all duties of the system admin.
Personally, I'd prefer to pay lower annual maint prices and $250 per issue
to get on-line with a *senior* technician. If it turns out being a bug, you
refund the $250, otherwise you keep it for services rendered. Because there
are so many variables (TCP, DNS, Firewall, etc...), your current model
sucks you into 'supporting' more than the imail product (Do you have port 25
open on the firewall? What's a firewall? Is your domain configured
correctly in DNS with an MX record? What's a DNS and what is an MX record?
You know what I'm talking about here :)
Have a good evening Kevin. Keep up the good work.
Regards,
David Gregg
dgSoft Internet Services
+1 (949) 584-1514
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