Cloud site down, but no support

[Randy Calvert]

My cloud site has been down for almost 2 hours. I opened a support ticket an hour ago, but support says they cannot help because my site is pointed to IPS via CNAME instead of the root domain being parked at IPS nameservers. 

This setup was confirmed by @Marc and @Charles as being just fine. It has been fine for more than a year when it was first onboarded last October. Now I’m being told it’s unacceptable while I’m out of the country in the middle of the ocean on a cruise. I’m expected to rearchitect my dns setup with literally zero notice. 

I have been a huge supporter of IPS historically and have been a customer for literally decades but the way this situation is being handled is causing me to rethink my relationship. 

I’m being asked to provide a ticket ID number for when this was done, but your support system does not give that to customers. A ticket ID is not shown in the email and there is no web portal for us to access to see this. How am I as a user supposed to help find the case?
 

I’m beyond frustrated at this point and severely disappointed in how this is being handled. 

I don’t think I’m asking for much for my site to be kept online when I’m spending 230 bucks a month for a premium service. 

Edited Friday at 07:16 PM by Randy Calvert

[Jim M]

Apologies for the confusion and issue. This has been since resolved.