I have had to use paid hosting services to post my websites on the internet many times in my life, and I've become accustomed to good experiences or had the fortune to encounter all good companies. If there were any issues with access to my websites, I would simply contact the technical support team, provide my website address and submit a request. The problem would be resolved without any questions asked. However, my experience with hosting Jino has been a different story.
Despite having a simple engine that only contains text and pictures, with no online stores, chats, forums, or anything else that could load the computer, the site still regularly crashes. Moreover, I must leave an application in my personal account and wait for 35-45 minutes to receive an answer from the technical support team, which is almost always the same: "The site creates a load on the CPU. You need to analyze the log files that are on our server at such and such an address, find the fault and fix it."
Initially, I was dumbfounded by this response. Why should I pay for a service and then be required to analyze log files on their server? Although I could search for common mistakes on Google and try to figure it out, there is a vague sense of doubt whether or not it is my responsibility. After negotiating with the technical support team through correspondence, I managed to get them to indicate which files needed correction. However, after encountering the same issue multiple times, I finally decided to play dumb.
I introduced myself as a plumber and requested the technical support team to explain what log files were, what errors they commonly face, and what numbers in log files mean. Eventually, they had to do their job and resolve the issue. It is frustrating that analyzing log files is supposedly something they get paid for, yet they require their customers to do it themselves. Eventually, I resorted to calling the contact phone, and the site started working again.
I've been a happy customer of Beget for many years, as everything from their tariffs to their outstanding support services have met my expectations.
While finishing a website project at 4 AM one day, I made a fatal mistake. I had finished the project and decided to reuse the templates for another project, accidentally deleting the complete project in the process. I was devastated and contacted support with tears in my eyes, begging for their help. After only 10-12 minutes of waiting, they responded and provided me with a solution.
Ever since that day, I've been an even more loyal customer.
We experienced a severe infection that caused the head office to shut down for almost three days, and Dr. WEB was unable to eliminate it. The virus was remarkably destructive and caused the infamous Blue Screen of Death as soon as I entered the client's website.
The virus was cleverly hidden on the third level of nesting in a folder labeled "stat.php" (232kb) and protected by an obfuscator, making it difficult to detect. It also had the hidden property, but it could be accessed through the "Net - FTP Show Hidden Files" option on the main menu of Total Commander.
Additionally, there was another shell called "dir.php," which was a basic file manager that allowed access to other hosting sites. It's worth noting that there was a vulnerability in many hosting providers that enabled users to access someone else's account, which caused significant issues with a German host this year. As a result, we convinced the client to switch to our server to avoid further complications.
The response from Jino's technical support team is quite troubling. Requiring customers to analyze log files on the host's server is an unreasonable burden, especially for those without a technical background. Hosting providers should be equipped to identify and resolve performance issues on their end without placing the onus on the customer.
Firstly, it's important to understand that when you pay for a hosting service, you are essentially outsourcing the management and maintenance of your website's infrastructure. The hosting provider should have the necessary expertise and resources to ensure the smooth operation of your website, including monitoring server performance, identifying bottlenecks, and implementing optimizations as needed.
In your case, it seems that Jino's technical support team is either unwilling or unable to properly diagnose and address the root cause of the issues you're experiencing. Directing you to analyze log files, which can be complex and intiŠ¼idating for non-technical users, is a clear abdication of their responsibilities as a hosting provider.
I would recommend exploring alternative hosting options that prioritize customer support and take full accountability for the performance of your website. A good hosting provider should have a proactive approach to monitoring and maintaining their infrastructure, and should be able to promptly resolve any issues that arise without passing the burden onto the customer.
I would suggest pressing Jino for a more detailed explanation of the issues you're facing, as well as a clear action plan to address them. If they continue to be unresponsive or unwilling to take ownership of the problem, it may be time to consider switching to a more reliable and customer-centric hosting provider.