I would be happy to look into this some more for you, it does sound like unexpected behavior.
Which product is this regarding?
There are some plans to change the structure of the SQL server options in CloudSites in the future. Unfortunately we do not yet have a date associated with those changes.
I will be sure to update this thread when dates and specific details are available.
After checking in with the CloudSites Product Team, it appears that we are still in early planning and decision making phases, so any details are premature at this point. I will be sure to share as soon as these are solidified.
While we are still working to be able to send SMS notifications for individual server issues, we have added a status page that can send SMS messages if there are any wider issues.
Please see and sign up for Notifications at:
Liquid Web and MWP:
These include email, SMS, and RSS notification options.
Looking at your account, it looks like a network event that we experience yesterday may have caused some issues for your service. I do apologize for any outages.
Issues of this sort are reported at https://status.liquidweb.com/ and https://status.websitesettings.com/, both of which have email, SMS, and RSS notification options.
We are working on improving the new HelpCenter to address these issues now. Stay tuned for updates to the system.
The Open Manage redirect has now been corrected.
Several large improvements have been made in the past few months since you last opened a ticket in the system. I'm curious what your experience is with the Help Center now?
I am happy to take specific improvement ideas back to the team for implementation. What would you like to see changed?
A push was made on 3/1/18 to correct the ticket sorting function and order of comment views.
The Close Ticket button will be moving in a future release.
We are actively working on correcting these issues. For instance, just last night we corrected the ticket sorting so that the last modified ticket shows first. This also corrects the order of comment views within a ticket.
Looking at your account, I am only seeing one open ticket at the moment. We do require that tickets are opened for many types of communications as it gives a full history of your account, which allows us to support you better. However, if you find that there are too many open tickets in the future, please let us know as we can automate the closing of tickets on our end.
Finally, I have spoken with the design team and they agree with you on the location of the Close Ticket button. They will be working on moving this in the future.
Thank you for providing this feedback.
Alexandra here, lead on the WiredTree integration project. We did look into merging the ticket systems, but decided not to after we found that the WiredTree ticketing software was 6 versions out of date, and was only partially integrated into the customer portal.
I do hear your feedback about the need for simplicity and speed. We are actively making improvements to our new support system now to improve those areas. Stay tuned for more changes shortly.
I would be happy to look into this more deeply for you. In order to do so, could you tell me which platform you are using currently? Are you using CloudSites or a managed server with cPanel?
Thank you very much for your feedback. We are actually working on getting our process more streamlined to allow us to move quicker with regard to this type of technology updates.
I appreciate your patience with this.
Thank you, Jereme Hancock
Thank you Shane for adding us to this list.
Our CloudVPS and Dedicated servers also support PHP 7 for Drupal, covering you on all fronts!
Thank you for bringing this to our attention and for your feedback. The login timeouts and email settings are built into the WordPress app itself, so security around logins can only be increased by implementing two factor authentication to allow access to your site.
We have had good luck with the https://wordpress.org/plugins/duo-wordpress/ plugin to allow 2FA. You might also consider looking into https://wordpress.org/plugins/wordfence/, another plugin that can help add additional layers of security to your site.
I have also taken your feedback to the product team to determine if we can implement two factor authentication to all our customers to improve their security and login experiences.