Your '24/7' chat has been offline 31 hours

Good move. Consistent stale data beats inconsistent current data every time.

For the thread: I have now checked our internal logs. We tested CloudCone "Business" chat response in March 2024. Median: 12 minutes. Today: 31 hours and counting. This is not drift. This is a discontinuity.

Either they lost staff or they lost the will. Either way, the product is now different from what was sold.

I will update our provider comparison. This is a hard filter for us.

Le self-hosting c'est la vie, mais le support c'est la mort parfois.

I use a small Kimsufi in Gravelines for my personal things. No "24/7" promise, no ticket, no chat. If the disk dies, I replace it myself via their rescue mode. At least I know who is responsible.

These "Business" tiers with fake support are worse than honest cheap tiers. They cost more and they lie better.

This. I resell to small business owners who panic at 2am. I moved my whole client base off budget "Business" labels after a similar incident with a provider I will not name. Now I use Linode for anything where someone might call me crying.

CloudCone was on my "maybe" list for personal projects. Off now. Hard off.

Same. The comparison sites need to start tracking response time, not just uptime. Uptime is a lie you tell yourself. Response time is the truth that bites you.

Following this thread. I have three CloudCone "Premium" instances for a side project. Not production, but I would like to know if I should start moving before they go silent on me too.

Has anyone here used their Premium tier support recently? Is it the same queue or actually separate?

Mate, "Premium" "Business" "Enterprise" — it is all the same lad in Sheffield with stronger coffee. Allegedly.

Serious: I would not trust the tier names. Test it yourself. Open a pre-sales chat at 3am UTC and see if a human answers in 5 minutes. If not, you have your answer before you need the answer.

That is my interview technique for any host now. Cheap test, cheap fail. Better than finding out when the disk screams.

I am with OVH in Gravelines and I had a similar silence last year. 18 hours for a ticket on a "So you Start" server. The difference: OVH has a status page that admitted the incident, and they eventually answered.

CloudCone has no status page entry for this? Nothing on their Twitter except the DMs they ignore?

This is worse than slow support. This is no support pretending to exist. In France we have a word for this: "fraud." Maybe not legally, but morally.

This.

I checked before posting. Their status page https://cloudcone.com shows "All Systems Operational" with green dots. Last update 4 days ago.

The chat widget still says "agents away, leave message" but the status page says nothing about chat being down.

So either they do not know their own chat is broken, or they know and they hide it. Which is worse?

I worked support for a host for 18 months. If chat goes down, the monitoring screams in 5 minutes. If it does not, someone disabled the alert.

They know. They absolutely know. The question is why they chose not to say.

My guess: they are understaffed and hoping to clear the queue before acknowledging. If you admit the queue is 31 hours deep, every customer with a minor issue opens a ticket "just in case." Silence keeps the volume down.

Cynical? I have done it. Not proud.

Update:

Aug 23, 21:45 UTC — ticket #184922 answered. "We are looking into this." No ETA, no acknowledgment of chat or phone failure.

Aug 24, 06:30 UTC — node declared dead in their control panel, "Hardware Issue" flag appeared. Still no proactive contact.

Total time from first contact to any response: 55 hours.
Total time to hardware acknowledgment: 38 hours after my ticket, 55 hours after my first contact.

I am now fully migrated to InterServer. The chargeback is filed. This thread served its purpose.

To lowend and others: I do not know if Premium is the same queue. I know Business is a fiction. Good luck.