And that's one of the reasons I don't trust hosting providers with my files unless I have complete access to them. You're much better off getting a VPS or a dedicated which are cheaper, give you root access and allow you to manage your own backups however you want.
So, creeperhost has some silly policies.
- Thread starter kilteroff
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That's fair enough, if you prefer control, although VPSs are usually quite overspecced if you just want a minecraft server. Also, the creeperhost ones do allow you access via SFTP and SSH to back your stuff up to your heart's content.
Which is completely negligible. Having had to deal with professional hosters (like IBM for example) the cost is not in the hardware or the disk-space. Deleting a world just like that, even if he was long time overdue, has nothing to do with the harddrive requirements. And no one was saying they should be stored indefinitely; no one would complain if it would be deleted after a few months.
I've seen enough and I'm going to step in now...as many of you know, I am Luke_H - a director of Creeperhost.
I would like to say we do care about our customers and always will, that is what makes Creeperhost, Creeperhost. I am sorry to hear that your files were removed, but may I present to you our system? I'll do it in a number format for you:
1. 14 days before your due date you are sent an invoice for your next due date, you have 14 days to pay that invoice.
2. Your service is then suspended on the 15th day (1 day overdue) for 3 days. You are sent an overdue invoice e-mail 4 times in that period plus you are sent a service suspension e-mail as well.
3. On the 4th day you are sent a cancellation of your invoice plus notification that it has been terminated.
May I also say that this has been our policy since we opened in 2011, it has NEVER changed. I think you are given appropriate time and notification of your due date, if you are on holiday or having an issue with a payment, please contact our billing; I deal with 95% of billing issues and I never have an issue with extending a next due date or setting up a different due date (pro rata).
Also, we do offer SFTP/SCP/SSH root access to your server (We provide VPS' only). You can obtain a weekly back up yourself (if you have the net to do so). We also offer lifetime offsite back ups for £7.50 (That is truly unlimited offsites, weekly/nightly/manually) and you may access them even if you no longer have a service with us, they are stored on a machine specifically designed for storage (RAID6 etc).
Now, if you would like to follow up on this please send in a support ticket; call the company number (Free in UK/US); you'll also find me on IRC or Teamspeak.
I do sympathise with you, I understand you have never missed a payment (As you have been with us for 4 months) but the system is automatic and I don't handle invoices manually, none of the staff do.
I would like to say we do care about our customers and always will, that is what makes Creeperhost, Creeperhost. I am sorry to hear that your files were removed, but may I present to you our system? I'll do it in a number format for you:
1. 14 days before your due date you are sent an invoice for your next due date, you have 14 days to pay that invoice.
2. Your service is then suspended on the 15th day (1 day overdue) for 3 days. You are sent an overdue invoice e-mail 4 times in that period plus you are sent a service suspension e-mail as well.
3. On the 4th day you are sent a cancellation of your invoice plus notification that it has been terminated.
May I also say that this has been our policy since we opened in 2011, it has NEVER changed. I think you are given appropriate time and notification of your due date, if you are on holiday or having an issue with a payment, please contact our billing; I deal with 95% of billing issues and I never have an issue with extending a next due date or setting up a different due date (pro rata).
Also, we do offer SFTP/SCP/SSH root access to your server (We provide VPS' only). You can obtain a weekly back up yourself (if you have the net to do so). We also offer lifetime offsite back ups for £7.50 (That is truly unlimited offsites, weekly/nightly/manually) and you may access them even if you no longer have a service with us, they are stored on a machine specifically designed for storage (RAID6 etc).
Now, if you would like to follow up on this please send in a support ticket; call the company number (Free in UK/US); you'll also find me on IRC or Teamspeak.
I do sympathise with you, I understand you have never missed a payment (As you have been with us for 4 months) but the system is automatic and I don't handle invoices manually, none of the staff do.
That changes the playing field completely. I was under the impression you were simply offering Minecraft servers through a control panel as so many other providers do. That's why I never gave your company a second though. But now that you have piqued my interest, I've got a couple of follow up questions.
- The number of CPU cores that you claim the customer gets, are those dedicated? As in, can I use them at full load all the time, or should I expect that to carry repercussions?
- What virtualization are you using for the VPS servers?
Thanks for your explanation. That answers a lot of questions.
I also would like to say that our server is also hosted by creeperhost and that we're very happy with it. We also manage our backups ourselves and it's great that you give us this option.
Do you understand how much bandwidth and electricity costs?[DOUBLEPOST=1367495731][/DOUBLEPOST]
I'm on Teamspeak, or support ticket, this isn't really the time and place for questions on this genre. (Not being rude, just genuinely saying ;p)[DOUBLEPOST=1367495849][/DOUBLEPOST]
I would like to think a lot of users use SFTP/SSH to grab their downloads, it's what has made us unique. It's a blessing and a sin to have the automated system, because the system isn't human and doesn't realise what a loyal customer is. I wish we could get something in place that (If said user has been longer than 3 months, then give said extra days) but the software is closed source and we can't do that. However, I do have an e-mail telling me of suspensions (just remembered) and I'll more than likely be doing phone calls to each client who has been suspended to see if there any issues.
Do I understand correctly that this software just removes the VM after that X amount of days? Maybe it's possible to have it move the file somewhere instead of deleting it. Then you could create a simple bash script that would remove VMs older than Y weeks.
Nonetheless, you are here in this thread, replying. Unless you have a reason not to be completely transparent about it, I don't see why you couldn't post it here. After all, the questions do to some extent concern this thread and the members of this forum and I'm surprised the information is not clearly stated on your website in the first place.
It's just that this thread is for something else, it's not a support forum
[DOUBLEPOST=1367498146][/DOUBLEPOST]
I wouldn't know if it can be done, but I don't see why we have to when we make our systems like we do. 14 days notice, e-mails, SFTP/SSH access, we even have the option for offsite back ups as well.
It's just that this thread is for something else, it's not a support forum
Oh, that's quite alright. I'm sure the people posting here will survive. The time it took you to reply to my post twice, you could have answered my question already.
This forum is a potential customer base and if you'd be wise to threat it as such. So what's it going to be? Before I start doubting your competence in providing an accurate answer at all. It can't be that hard to give a yes/no answer after all.
I'm still very surprised that you'd go for a full deletion over storing it myself. At the very least I'd never trust a system myself. Is this just an abitary policy? or is there some physical/software based reason for it?
Being able to restart with a host quickly has been a major selling point in the past, as my own useage tends to be on-off for 6-8 months of the year.
Being able to restart with a host quickly has been a major selling point in the past, as my own useage tends to be on-off for 6-8 months of the year.
True, I agree there. It's just that storage is rather cheap and deleting a world has a rather big impact. Not just to the person who didn't pay on time but also the people playing with that person. Just saying it's something you might want to consider.
OR... how about you go through the proper channels to have your questions asked before everyone doubts your competence in being a rational, educated human being.
You're welcome to doubt it, I don't have any investment in my public image here. On the other hand, CreeperHost is a company which would be wise to maintain a certain amount of transparency.
And I think they have shown that they're a professional company that treats their customers in a proper manner, and that the TS slightly altered the truth to something that fitted his complaint better.
I also think that you're overreacting quite a bit. This is not a support forum and creeperhost has a good support system in place.
I might be overreacting a bit, but I am simply having a hard time understand why it's that difficult to answer two trivial questions alongside one of his posts and why he prefers to have a potential customer spin around their website and TeamSpeak when he could have answered over an hour ago. They are not doing themselves or the customers a service by redirecting them to other methods of communication and frankly it all seems a bit shady, which is the reason I am insisting on getting an answer. I would have checked their website but it seems like it's barely working. Neither the "Terms of Service" or "Privacy Policy" at the bottom of the page link anywhere and the FAQ is very scarce.
Edit: I checked the page's source code and managed to find where the TOS and Privacy Policy are supposed to link, but the current design of the website makes the two links unable to be clicked in any modern browser I have tried. Certainly not a positive impression.
Maybe he doesn't personally know the answers and wants you to use a ticketing system so people can keep track of questions, answers and the time spent on them?
Or I have policies I have to stick to that are set by my superior? I can't offer support in public regarding a Creeperhost service, if you want the information then you may contact us in those methods as suggested, or you can leave it. It really doesn't bother me either way. We have a support system if you want the extra details and information, it's why it is there. Writing it down on a FAQ is nice, but it doesn't give you the interaction and full details of what you are looking for. I think the developer might have broken the links when updating the site with new information yesterday, I'll get that looked into.
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