Wow, this weekend really was rough. We seemed to not have renewed our SSL Cert with MC on Friday causing us to be unsecured all day on Sunday and part of Monday morning. Site was getting the pop-up about security being expired that the customer could accept and allow a secure session. But we saw our orders plummet from the usual 32-45 a day to 13! Costing us dearly. When contacting MC we ended up getting a response that it was not really an emergency and there was nothing that they could do until Monday. Emergencies only include site being down and out. Mind you that this response was finally given after multiple calls. And now we have received a bill in the mail for the cert. That really makes me feel that MC doesn’t have clients interest in mind and is just after our $$. Mind you that we are on the semi-dedicated server plan (all ready spending $$ monthly with MC).
You can see the ticket(s) below about the renewal.
So we have come to the conclusion that the 24/7 tech support is more like 24/7 phone response that it can wait until the morning.
So everybody keep an eye on your Cert’s so this doesn’t happen to you. You can check the properties just by double clicking the secure symbol on the secure section of your site.
Ticket(s) are as follows:
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Customer View:
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On 11/11/2004 8:40:42 AM, Randy M. wrote:
Hi Alex- I have been trying to call you regarding your SSL certificate renewal.
Your GeoTrust QuickSSL certificate will expire on November 13th! It is important that you renew your certificate as soon as possible to ensure your website is securely handling credit card transactions and collecting sensitive information through your website.
If you would like it renewed please respond to this ticket. Thank you for using MonsterCommerce. RandyM
On 11/11/2004 10:11:24 AM, Alex Burlton wrote:
Randy,
I thought that the GeoTrust cert was included in the Half Dedicated Hosting plan that we pay 419/mo for? And what is the advantage of having a GeoTrust Cert over a shared cert?
Thanks for the heads up,
Ben
On 11/11/2004 12:21:22 PM, Randy M. wrote:
Hi Ben -
This option is mandatory for all enterprise level hosting plans, but is not included.
Key Features:
Secures your domain rather than using a MonsterCommerce secure domain.
Thanks Randy
On 11/12/2004 9:43:24 AM, Alex Burlton wrote:
Thanks Randy,
Can you go ahead and renew the cert and charge our account? Let me know if you need anything from us.
Thanks again,
Ben
On 11/12/2004 1:18:09 PM, Alex Burlton wrote:
Just curious if there has been any update on this ticket. Dont want to miss a day b/c the cert expires tomorrow.
Thanks,
ben
On 11/13/2004 10:28:22 AM, Alex Burlton wrote:
Just want to make sure that this has been updated.... Just worried about lossing the cert.
ben
On 11/14/2004 7:57:27 AM, Alex Burlton wrote:
Its Sunday 7.20am our site is not sucure.....
Dont what to loss any orders.
Alex
On 11/14/2004 11:59:53 AM, Alex Burlton wrote:
Josh,
Any word about when this will be resolved. You said that you placed a call into your manager? Any word from them? We have only had a fraction of our normal orders costing us dearly today. This issue should have been resolved Friday through the ticketing system. We have always gotten good responses from MC in the past, but this is the first major issue that we have recently and feel that we are not getting any help. What exactly is included in 24/7 tech support (obviously not a full spectrum of support) and where does this issue fall with in those parameters. Let me know if there is anything that I can do to expedite this any further.
Thanks again,
Ben
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On 11/14/2004 8:35:53 AM, Josh P. wrote:
Hello.
Thank you for calling MonsterCommerce Technical Support!
This ticket is to record the call you placed with us.
If you have further questions in regards to what we spoke about, please feel free to contact us via placing a new ticket referencing this one or by calling in to 1-800-353-6582.
Thank you for using MonsterCommerce!
Have a great day. - Josh.
On 11/14/2004 11:39:34 AM, Alex Burlton wrote:
Josh,
Any word about when this will be resolved. You said that you placed a call into your manager? Any word from them? We have only had a fraction of our normal orders costing us dearly today. This issue should have been resolved Friday through the ticketing system. We have always gotten good responses from MC in the past, but this is the first major issue that we have recently and feel that we are not getting any help. What exactly is included in 24/7 tech support (obviously not a full spectrum of support) and where does this issue fall with in those parameters. Let me know if there is anything that I can do to expedite this any further.
Thanks again,
Ben
On 11/14/2004 4:52:43 PM, Josh P. wrote:
Hello Ben, I am passing this ticket to one of our Admins so that they can correct this problem for your early Monday mourning. If you have any questions, do not hesitate to ask. Thanks Josh.
On 11/15/2004 10:05:46 AM, Randy I. wrote:
Hello,
Your Geotrust Security is now set up. If you would like to place the Geotrust True Site logo on your site, simply follow the instructions on the following link:
http://www.geotrust.com/quickssl_premium/install_seal.htm
If you have any further questions, just let us know.
On 11/15/2004 10:28:54 AM, Alex Burlton wrote:
Thank you so much.
Ben
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Thanks just had to get all that off of my chest. Feel better now
also just on a side note, I think that Barbiro's
post is a great idea for something like this.
Benjamin Davis
CTO
MonsterHair.com
713-522-6884