Forum and Support Ticket Posting Issues

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2BrightSparks Staff
2BrightSparks Staff
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Joined: Thu May 06, 2004 5:02 am

Forum and Support Ticket Posting Issues

Post by mike » Sun Apr 01, 2007 2:50 pm

Hi, our forum and support area have suffered greatly as a result of "server switching" over the four days 28-31 March 2007. Our hosting provider switched our server without notifying us before doing so, and then switched the server back again. This has resulted in serious issues with the forum and support databases. Users have been submitting their post or ticket, returned to view it (or another forum post) only to find it had disappeared. This issue was completely avoidable if only our hosting provider had informed us of their intentions in the first place.

What made matters worse was that the server behavior was random. Visitors may have viewed content from server "A", then a moment later from server "B", a completely different database. This was an immensely difficult time for us at 2BrightSparks as we experienced exactly the same problem as our visitors.

We apologize for the inconvenience and frustration these issues have caused, and have tried responding to all those who submitted support tickets during this period. There may however be a very small number of commercial licensees who submitted a ticket and who we did not receive a reply. If you are among these, please use our contact form with your ticketing reference and question and we will reply to you as soon as possible:

New emergency hosting provisions are now in place that are aimed at preventing this server issue reoccurring in the future, and we hope the forum and support area will return to full strength shortly.

Thank you for your patience and understanding.

Kind Regards,

Mike de Sousa,
Creative Director,
2BrightSparks Pte Ltd

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