wiredsurf : Server Problems & Clarification

We are disappointed with our current host and their lack of a timely response when our website recently suffered slow response times with our database and server set up.

We were notified by members seconds after the website started to experience problems and immediately attempted to contact our hosting provider, a popular hosting company that deals with e-commerce and larger-scale websites.

The current account we had with this host also included monitored service, so that in the event our website experienced problems, they would be alerted right away.

We failed to receive a response from them through the available methods including telephone support, live chat and help desk tickets. To avoid frustrating our members, we have removed the surf bar until the web host comes online and is able to rectify the situation.

Please note that our selected host is known to successfully cater to larger businesses and advertises that they offer 24-7 support to their clients, something that we are finding to be untrue. As you can tell from our program, we carefully planned every detail of our website and choosing our host was also something we put a lot of emphasis on. We believed that we had chosen a reputable provider.

In light of this situation, we have removed the surf bar and will credit all users for today, so that they are not required to surf. We will keep you updated on the progress as we discuss our options with alternative hosts that can properly monitor and maintain our website.

It is very difficult to post this notice as we have put so much time and effort into our program, and to have our website experience server problems so early on is not acceptable. We just want our community to know that we will resolve this problem quickly, and will ensure that it does not ever happen again.