Hostgator India — suspension of live database without informing : ticket id: [#vht[protected]]

Address:	409, Arya Arcade, Vikhroli , Mumbai 400079, Mumbai City, Maharashtra, 400076
Website:	www.oranesoft.com

To escalation authority,

On 1st august, at 1, 00 pm my application for which database is hosted on hostgator under domain name www.oranesoft.com, stopped working,

I checked on hostgator plesk panel, which showed the message "server is unavailable" for my main database. The other databases were working fine.

I called up hostgator support and was told that there is issue in server, which is being rectified and they have received similar complaints from other users also.
She also told me that the problem will be rectified in an hour.

I waited till 4.30 pm and again called up the support. This time i was informed that the issue is being rectified and issued me a support ticked.

At 6:45 pm, i received a email from abuse team saying that the database has been suspended by adminstrative team.

I called up the hostgator support and was informed that i need to reply to the abuse team, so that the database services can be reinstated.

I immediately replied back to the abuse team, requesting them to reinstate the services, so that i can make changes in database as per their standard.

Today morning, the i found that database is still in the same suspended state, so i call up hostgator support, who informed me that she had a talk with respective team and they will get back to me by email.

After some time at 9:58 am, i got a email from abuse team stating that,, the services has be restored and i should make advised changes.

I checked at 10:15 am again on hostgator plesk, but there was no change in the status of the database.

Again i called hostgator support, who told me that it will take a hour or so to start the database services.

In regards to the above, i have certain questions to raise.

1. How can hostgator suspend a running database without first informing the customer about the suspension, for whatever reason. I have a live ecommerce site using the database and such suspension has already caused trouble and affected the business.

2. why i was told that there is server problem, which is being rectified by admin team and will be solved in an hour, whereas the problem was something else.

3. why there was a 6 hour delay in informing me about the database abuse and that too only when i called support.

4. when i replied to the abuse team about the reinstating the database in evening, they did nothing till i call in morning

5. why after confirmation email about service restoration of the database, it has to take 1 more hour.

6. i have a live ecommerce application using the database. Since the database is not working, i am not able to fulfil my orders. Suspending any live database without informing the customer is unprofessional

I hope you will understand the situation and will look in the matter

Thanks and regards

Pramod gupta