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no answer from SYS support, i can't renew server


mike_
03-12-2014, 21:29
You might not even need to fall back to your home country's laws. SYS T&Cs are quite clear:

If the Supplier fails to comply with these General Conditions, the Supplier is responsible for loss or damage suffered by the Consumer that is a foreseeable result of the breach by the Supplier of the General Conditions or its negligence, but the Supplier is not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of the Supplier’s breach or if they were contemplated by the parties at the time this contract
was entered into.
Now we all know hardware fails and if the disk was replaced within the terms of the SLA, then I don't think any damages would necessarily be due to the customer (although the SLA does agree to provide compensation for the lost time) however, having taken three weeks to sort out, it seems quite clear that OVH are both in breach of contract (the SLAs stated above form part of the contract), and utterly negligent by taking so long to replace theatheist's hard disk. Their own contract states they are therefore responsible for not just compensation, but damages too. If I was theatheist, I would be calculating my damages and claiming it back.

Furthermore,

The Supplier shall take all reasonable care and diligence to provide quality Services.
again OVH is in breach of this clause in their own contract.

heise
03-12-2014, 20:28
Now, I am confused. Look at http://www.soyoustart.com/ie/offers/sys-ip-2.xml

It says:
Guarantees and SLA

Network
Availability 99.9%

Level 1 Personalised diagnostic not required
Example: server unavailable
Intervention (GIT) 1 hour
Repair (GRT) GIT + 1 hour

Level 2 Personalised diagnostic
Example: Abnormal service operation (excluding software configuration)
Intervention (GIT) 2 hours
Repair (GRT) -

Compensation*

Incidents Support Level 1
Penality per hour of delay 5%
Maximal penalty per month 50%

Network
Penality per hour of delay 5%
Maximal penalty per month 50%

*Refund as a percentage of the monthly price of the server excluding VAT, on the GRT and on tickets opened by the customer
I am not native speaker, but refund means money back to me. And with 3 weeks to replace HDD, we talk of intent and that opens to damages, which in Germany law cannot exclude by fineprint as in the fine print of OVH.

Neil
03-12-2014, 18:23
Quote Originally Posted by theatheist
Good luck! Took them weeks to reply to me and then more weeks to actually replace a drive, they then refused to give me refund for server I had paid for and not been able to use!

SLA means nothing to SYS.
You would not get a refund but you should be given additional time on the server, did you get this?

theatheist
03-12-2014, 17:32
Quote Originally Posted by Vadim
Hello, SoYouStart. I have sent the request to the support team one more time yesterday via the form http://www.soyoustart.com/fr/contact-service-client.xml, offered by Sophie, but still have no any feedback. 4 hours reply is SLA of the service. But I try to contact for 4 days!
What is happened? How to REALLY solve issues with the SYS support team?
Good luck! Took them weeks to reply to me and then more weeks to actually replace a drive, they then refused to give me refund for server I had paid for and not been able to use!

SLA means nothing to SYS.

S0phie
03-12-2014, 11:18
Vadim,

If you don't get any reply by the end of the day, please do let me know and I'll chase the SyS Support Manager in France.

Criot
03-12-2014, 09:11
Quote Originally Posted by Vadim
Hello, SoYouStart. I have sent the request to the support team one more time yesterday via the form http://www.soyoustart.com/fr/contact-service-client.xml, offered by Sophie, but still have no any feedback. 4 hours reply is SLA of the service. But I try to contact for 4 days!
What is happened? How to REALLY solve issues with the SYS support team?
Your best bet would be to ring them, you should get much better help via phone.

Vadim
03-12-2014, 09:02
Hello, SoYouStart. I have sent the request to the support team one more time yesterday via the form http://www.soyoustart.com/fr/contact-service-client.xml, offered by Sophie, but still have no any feedback. 4 hours reply is SLA of the service. But I try to contact for 4 days!
What is happened? How to REALLY solve issues with the SYS support team?

Vadim
02-12-2014, 13:30
Thank you, Sophie, I'll try to contact with this feedback form

Quote Originally Posted by S0phie
Hi,

I have contacted our SyS team in France and they should get back to you shortly. The billing system in France is slightly different so we can't help you here.

To contact our support you must use the following form: http://www.soyoustart.com/fr/contact-service-client.xml

S0phie
02-12-2014, 12:08
Hi,

I have contacted our SyS team in France and they should get back to you shortly. The billing system in France is slightly different so we can't help you here.

To contact our support you must use the following form: http://www.soyoustart.com/fr/contact-service-client.xml

Vadim
02-12-2014, 07:39
Hello,
I want to renew server 367648 and cpanel license for 1 year. The SYS panel can't offer me the possibility, and instead of it i see the only automatic renew — no information about the total sum, the VAT (i'm not resident). Please help me to correctly renew the server!

For 3 days i've sent request via support for on the SYS website and directly to pagalba@ovh.lt — i have NO answer from both!
What is happened, and how to contact the support team if urgent needs appeared?