no more support tickets ?!
hello
did cpanel suddenly stop technical support tickets if you use a hosting company ?
i am with Contabo and their support in Cpanel is virtually non existent
what should we do now ?! Cpanel keeps increasing prices but removes support ?!
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Tarek - cPanel and Plesk are owned by the same parent company - https://webpros.com/products/
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why then must we pay every month for cpanel if they do nothing valuable to us
better to find a different solution from othet company...open source
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Tarek - You are paying your hosting provider to provide the control panel software (cPanel in this case) - and they are just passing along some of the cost (partners/hosting providers get the licences at a discount for providing support+volume purchases).
You can get direct support from cPanel, if you pay cPanel directly for a licence - however since cPanel Inc will be providing the support, the cost will be a bit higher. For example, my hosting provider offers the cPanel 30 Sites "Pro" package at an additional 24.99 GBP per month ($31.69 USD) - cPanel sell those licences at $42.99 retail. Is around $10 per month worth it to be able to "go direct"? If so, purchase a licence via https://cpanel.net/pricing/ and ask your hosting provider to delicence the server.
Whilst I do not agree with this "crackdown" on support and do think cPanel needs a way to be contacted directly by licence users - some recent comments on these forums has shown why the "crackdown" is necessary: cPanel Inc just provides support for their software, people have been asking them to assist with server setup or migrations (nothing to do with the cPanel software itself), malware removal (unless the malware got on the server through a fault in the actual cPanel software itself - which is a very low possibility - then it's a system administrator issue), help with PHP coding (again, not a cPanel Inc issue - unless the PHP packages cPanel provide via EasyApache are faulty) etc etc.
If cPanel offered "direct support" to any licence user - who can show they have root/system administration access to their server by providing the "support key" - and who has passed some sort of test via the exams.cpanel.net cPanel University system (to show they understand at least basic server administration and what cPanel does and doesn't support/cover), then I would be happier.
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Hello,
Regarding this.
https://support.cpanel.net/hc/en-us/community/posts/20255119109911/comments/20263658938007
This is a feature that we used to have, and has now been taken away, and our prices have increased. Not a great customer experience. Our hosting company charge $37.50 each time we raise a ticket with them, for example, a recent cPanel update caused a permissions error with one of the cPanel theme files, putting an error message on ALL of our customer cPanels.
We raised a ticket with out host, who told us because we are not on a support agreement with them, that tickets are $37.50 per 15 minutes, we needed it fixed so proceeded with that, they then replied that they have raised a ticket with you, then basically forwarded your answer to us.
This is firstly a terrible user/customer experience, but also not a great use of time/effort/efficiency.
Are they supposed to be offering free support for licenses that they are reselling?2 -
This is entirely counterproductive. It doesn't matter whether the partner contacts cPanel directly or if the actual user who manages the server with cPanel installed reaches out. This only adds unnecessary steps and is a time-consuming endeavor.
The per-account additional billing for partners should be entirely eliminated if they suddenly need to provide full support for cPanel. Considering the recent price hikes and the inability to contact cPanel support, it strongly indicates that cPanel is prioritizing profit over customer service.
It's quite unfortunate, to be honest. Once Enhanced supports complete cPanel server migrations, I will definitely make the switch away from cPanel.2 -
Simon Mauger - I'm not able to comment on the support agreement that your host may have in place, but if you aren't happy with that experience please send a message to cs@cpanel.net stating your concerns so we can look into that.
jp208834 - this didn't change the existing license agreements in any way.
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Already become embarrassing. Prices are getting higher and higher and without support. Shame on you!
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In regards to the adjustment to the non-direct license support, cPanel license providers are expected to provide front line support as part of being a Partner - the cost of support is part of the difference in licenses between cPanel direct and our Partners. With that said, we are gathering feedback where this may not be the case and evaluating the options available.
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this is shameful
i have been using cpanel for 10 years and now im thinking abt moving away .. high prices and bad customer service1 -
Please publish part of the resale contract with your resellers where we also see the reseller's obligation to provide support on behalf of cPanel.
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Our contracts with resellers are confidential. You may want to reach out to the company who resold the license to you, to discuss this further.
Once again, if you don't feel you are getting the support you deserve please let us know!
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Your comments are misleading cPRex
you tell people this to calm them down - however these people that then reach out to you to let you know if the service is not being offered are told
Hello again
Thank you for your response.
My team does not handle technical support requests and the technical support team will tell you to contact ******* as I have. Since ****** refuses to offer support on the server that they provide to you, I recommend looking for another host, or purchasing your cPanel License directly through us. If you purchase the license through us, technical support will be available to you. However, Since Digital Pacific is the company that you currently pay for your license, they are the ones responsible for solving issues on the server that they lease to you.so literally there is nothing you guys will do anyway but tell people to move elsewhere - why say this online but then know that your support staff are saying something different?
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That seems consistent with what I have been saying - reach out to your license provider, purchase one through us, or let us know you aren't getting the support you're expecting. That reply sounds like it came from our Customer Service team, but that seems like a fine reply to me.
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But you say that they should be providing the support - Instead of turning around and speaking to them and saying, it's in your contract you dont' fight for those terms but just reply, maybe move somewhere else but here your letting people know that they have to be providing support as a license holder
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I guess I'm confused at the point you're trying to make. Wherever you purchase the license is where you should reach out for support. If that support *is not* happening, let us know.
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I did - and all you said was - find another provider.
here you are suggesting that they are obligated to provide support (obviously to soften the blow to removing the free support) and I'm just letting people know that if they "let you know" instead of fighting for the rights of your users if you do have an agreement in place that they have to provide support - you will simply say oh, we don't care - just choose another provider.... but here your saying they HAVE to provide support to you as per your license. Your misleading people into false hope that you will come to their aid and support them
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We definitely do care, but there isn't a magical "make company X provide support" switch that we can flip.
Can you let me know the ticket number you submitted?
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Regardless of how right or wrong anyone might be in responses here, between the loss of the actual useful Forum that allowed us to sort by date and much more, and the loss of cPanel support ticket generation option from our WHM if we happen to be using a (good or bad) data center, this combination puts us all in a terrible situation and plain sucks. I mean no disrespect at all to anyone, especially not to cPRex (the person who has been helping us the most on the forums for the past year) , but there is no denying from ANY perspective that this whole situation of losing the actual real forum AND losing the ability to submit a ticket to cPanel is all just a very bad change / experience, and is costing ALL of us much more valuable time (and money) and just completely sucks.
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There seems to be a misunderstanding regarding what should be supported. As mentioned by user rbairwell, people here seem to be expecting their hosting providers to provide support for malware removal "unless the malware got on the server through a fault in the actual cPanel software itself - which is a very low possibility - then it's a system administrator issue".
@unnamed user - Unless you are paying your hosting provider for management of your server, or support, they shouldn't be obligated to look into this issue for you.
Now, if you were having issues with the actual cPanel product itself not working as expected, then you should expect support from your hosting provider.
But if you need help with your website, or cleaning malware off your compromised server, then hire a developer or system administrator.
That being said, cPanel should allow customers to be able to open technical tickets directly.
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Metro2 - approved :D
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Thank you. And not that it will gain much traction since this "new forum" by default pushes current replies down to the bottom in favor "newest post" instead of "recent activity", which buries important relevant discussions (almost as if on purpose), but at least it's a start and I'm grateful for the approval.
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Honestly, I can't believe what I'm reading. Yet another slap in the face and another backwards step for cPanel who seem determined to push their customers away. Really, I'm lost for words, and that doesn't happen often....
1) Is it possible to transfer a license to be direct with cPanel?
2) Where is the announcement about this please?
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WorkinOnIt - sure - there is no reason a license couldn't be canceled and then purchased directly through our store.
The announcement was in our October 2023 newsletter, and the WHM interface is also changed to reflect this in the "Create a Support Ticket" page to redirect you to your host if the IP isn't a direct license.
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cPRex any news on returning support tickets?
This is quite annoying..
Also atleast let the option to none direct cPanel license to open a ticket via "phone ticket" the one with high priority on critical issues that need immediate resolve.
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Lolfust - no, I don't believe there will be any changes to that soon.
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cPRex what about the "paid ticket" that you always were be able to get priorty support?
i mean cPanel still can make profit from it, and users who need urgent support can still pay for the ticket and get it.
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All direct license holders have always been given priority support, so there is no longer a need to have that additional option.
If that benefit is worth it to you, you can purchase your license directly through us.
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cPRex I think you did not understand what i mean,
Previously when i needed urget support from cPanel there were an option to buy "phone support ticket"
like 60$ or so.
I mean you should still turn on the option to open such ticket with 3rd party license.
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I do understand that, but it's not something we are looking to bring back at this time.
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