QUESTION AND ANSWER SESSION
JULY 28/2002 - 16:50 EDT
"Are there any updates?"
CEO-Shawn - 3:32pm EDT 7/27/02 - 1,235 tickets filed. 24% of refunds complete. First 40 AYW's and first 40 Resellers will be getting welcome emails today - Resellers Welcome emails will include private IP's immediately, no waiting for them. Perhaps more than that, but at least that many. Will be back in chat later this evening with another update. Watch the HelpDesk for Welcome Letter Responses.
so have ticket #1 been done yet?
We aren't giving specific numbers. We are processing the first 40 Resellers and the first 40 AYW's today. I have also processed the first 24% of pending refunds.
is my data that was there before this happened gone?
It was ALWAYS made very clear on our website and within our TOS that we did NOT provide backups. It was EVERY user's responsibility to backup their own data. That is still our policy at this time, though we do have new backup solutions in place. If we are able to retrieve your data, you will get it, no problem. If not, we apologize and uphold our TOS policy. We are doing all things possible to get any data retrieved
Will refunds be mailed as they are completed, or will they be held until August 9th?
CEO-Away - REFUNDS will be processed & in the mail by August 9th, 2002 as long as we have them in our queue by August 8th, 2002. We will accept refunds after this date, we are just setting a date to get the MAJORITY of them done. This is not a drop dead date, refund requests can be sent in at any time. STAFF will have access to a list of Certified Mail Numbers, Check Numbers and USPS Tracking Numbers. Please use our HELPDESK for REFUND information and be sure you provide ALL required information. Refunds will be MAILED as they are completed, as well as your trouble ticket updated with the track
All I accounts will be converted to AYW accounts? Does that mean Lifetime I accounts too??
Lifetime AYW's or Resellers will stay as they were - Lifetime of that plan type. INDIVIDUALS are being converted to AYW's. AYW's & Resellers all get more space, bandwidth, etc. as part of this rebuild.
Has the rebuilding of accounts started? If so what trouble ticket # are you on currently? If not when do you expect to start. How many accounts do estimate will be rebuilt per day?
YES, rebuilding of accounts HAS started. We will have the first 40 resellers and first 40 AYW's online today. It's impossible for us to give accurate ticket #'s since refund tickets & rebuild tickets are intertwined. We estimate at least 40 of each kind to be rebuilt each day - but honestly, I think we'll surpass that. I just will not give a solid ETA or solid guarantee until we have a good process going under this project.
will tickets be done in # order?
Tickets will be done in order by Resellers/AYW - Refunds will be processed that way as well, however, PayPal refunds are being done manually by check process so those may be delayed a bit while we get check #'s, tracking information, etc.
Will we be notified by email when our refund has been processed?
Refunds that are processed are indicated as such in our helpdesk. Our helpdesk, as long as you have provided a VALID email address, will email you and tell you that your ticket has been responded to - then you can go see what the response is.
I have had my account for a long time, and i can't provide all information requested... how do I get my account back? Does adding the date of purchase to your transaction number in the helpdesk ticket help the verification process to go faster?
Yes. You provide us with as MUCH information as possible - you absolutely CAN provide Name/Address/City/State/Zip/Voice #/Email Address, and the payment METHOD (PayPal, 2CheckOut, etc.) - if we have to, we can TRY to lookup your information, but this will slow down your rebuild while we research it. You can log in at paypal and go to history for the transaction numbers, or write to
support@2checkout.com for those transaction numbers. ANY information you can provide will help the verification process go faster.
when is the expected day to have everyone back up an running?
I will not give an ETA - MOST tickets were filed yesterday and today, but we definitely do expect trickles of tickets to flow in over the next few weeks, perhaps even few months. The faster you get your tickets in, the faster we can get you setup again. But we do not feel comfortable giving a solid ETA yet. We would rather give updates daily here instead.
Didn't Shawn say there would be 4 people working on reseller accounts and 3 on AYWs? that would only be about 10 accounts setup/person.....80/day deems like a lot, but if there are really 7 people working on them...wouldn't there be more than 80/day done?
Yes. All I said earlier that the first 40 resellers and first 40 AYW's would be setup - perhaps more. I will only guarantee the minimum number. Please remember we are verifying EACH payment Transaction ID WHILE the rebuild process is going on - this will slow each ticket down a bit.
Can you tell us what the AYW entails as far as storage space/bandwidth limits/etc.?
Each of the AYW will be custom created based on what Individual accounts you already have
In the helpdesk ticket questionnaires, it doesn't indicates the password, login requirement, if we didn't put down our password/login, can we add on the comment box for additional info to provide you?
We'll be providing you with a USER ID and a temporary password....you can change the password after you receive it.
Cyberwings respects all customers privacy. Any information you provide will be used to process your refund or setup your account again in our new billing system. In cases where staff have been harassed or stalked, we will provide any available information to the authorities to pursue those people. Some staff have already been in contact with the authorities on particular situations and we have the right to provide information on those threats. Do not stalk or threaten our staff and your information will go nowhere except in our billing DB. Again, the only time customer information will be released is to the authorities and only if you have threatened or stalked our staff. Other than that, your information remains private in our databases with Billing, PayPal & 2CheckOut. Simple. People that have stalked or threatened our staff will never be allowed back on our services. Accounts will be deleted, refunds granted & mailed, and restrictions put in place to be sure that person never comes back on our services. Remember, we are 100% private, so we can deny service to anyone. Always.
I know you said 40 of each will be done today but is it possible to say how many have been done so far (as in how many welcome emails sent)
As of today 1,273 tickets have been filed. Out of those tickets, only 7% of them are refunds. Out of those refunds, 24% of those have already been processed and helpdesk tickets updated for those.
If we had more than one individual account, will they all be rolled into one AYW, or will each account be upgraded to a separate AYW account?
Rolled into one or if you had enough Individuals....might have to make two accounts due to limits in Plesk.
would it be possible for you to put up a detailed list of, as you called them before, *bonuses* , the additions to our space and bandwidth on your site? And if a stat such as bandwidth is maxed in plesk, what would be in place of the extra bandwidth?
We are handling each rebuild on a custom basis for the ones that reach the limits we will work with the customer to reach a mutually agreeable compensation.
I know you said 40 of each will be done today but is it possible to say how many have been done so far (as in how many welcome emails sent)
No, we are not giving specific numbers. We will update everyone tonight in our channel and I'm sure you'll start hearing from those people who ARE back up and running. I won't give ETA's or numbers right now beyond what I already have.
So will we get the IPs together with the Reseller accounts with the setup today even though there's nothing indicated on the questionaires?
Resellers will get their IP's WITH their welcome letter so they can immediately start.
Shawn: I have 6 I - 5 accounts, 1 lifetime I - 1 account, 1 HP - 9 account, and a couple other smaller I plans, besides my reseller....you are saying that all the other accounts will become 1 AYW account, with the exception of my reseller?
Correct, and you'll end up getting more space & bandwidth when the compensation amount is added in.
What if all my Individual accounts are too big for an AYW, Will I get another AYW?
Yes
what are the specifics of these new accounts?
They're all going to be custom-built
Will the new AYW become the total size of all those accounts? or do i lose something thru out the conversion?
You don't lose anything. In fact, after the compensation your AYW account will be LARGER than the combined total of your Individuals You may end up getting more than one account, if the plesk limitations are maxed out on your account, if the plesk limits are exceeded we'll either open another account for you, or if it's just a small amount, we'll contact you about finding a way to compensate you.
what will be the yearly cost then if its a custom structure?
The total amount that you paid for the account that are combined. So if you had 10 $4 accounts combined together, your total yearly will be the $40. HOWEVER if the combined total is higher than a regular AYW per year then you will pay the lower cost.
How many servers are now online and being used for customer accounts?
New Servers are Dual Pentium 4 Machines, Dual Hard Drives (80 or 120GB Drives IDE), 512mb-2GB of RAM depending on the box running PLESK 2.5.3 w/ RedHat 7.2 - we are limiting each box to X number of AYW and X number of Reseller accounts and we have more servers on order to install. Currently 1 server is online for Cyberwings.com and CyberWings use solely. 17 other servers are online for customer accounts. 12 More servers are being built and will be online after we have filled the 17 available.
How will un-used preorder accounts be handled?
they'll be combined in just like the accounts already set up
Does Billing plan on sending out "PRE" notices in regards to upcoming payments that will be due?
Yes you will be notified ahead of time when your annual payment is due... so be sure that you keep us updated on a current email address. Just to clarify, we have terminated ALL recurring billing with 2CheckOut so that NO ONE will get billed by our recurring billing system.
So in regards to the statement made earlier with accounts that haven't been setup as of yet...but have the 6 month option to be set up.....in essence....they will be already set up in the AYW accounts, you as an end user needs to activate them yourself?
AYW accounts allow YOU to create your own domains & hosting whenever you wish.
I bought one I acct. in January and another in May...when will my annual billing be?
In order to be fair and offer a courtesy to that situation, it would be in May. We're not pressing the billing issue, we're pressing the REBUILD & REFUND project.
for will those of us who are having several I accounts converted to AYW--we will continue to pay yearly?
Yes it will continue to be annual
In regards to billing, and the new AYW structure...will cw know that some may have a portion of the AYW account, that is lifetime and already paid for?
Yes, and we'll be very fair.
Is there anything that each of us can do to help Cyberwings?
Give us your patience, that's all. We're making progress, and progress shows our solid intention to rebuild better than ever. Refunds, Resellers & AYW's are all being given attention simultaneously. We want to be back to normal as quickly as possible.
Once a ticket has been responded too by a staff member, and that staff member requests more information, how long will it be before that staff member goes back to deal with that one ticket?
When you resubmit your response by editing the same ticket, the ticket number remains, therefore it becomes an early number ticket and is looked at next time that staff member is in the helpdesk. We are starting from the beginning to the end on AYW/Resellers, so probably not too long. We watch for responses.
Any chance of installing a windows server?
No windows servers.
What IP's should a reseller use.
That information will be in your welcome letter Reseller's will get private nameservers, or can use CW's..... AYW or resellers using CW's cannot be given those numbers until they are on an actual server, as each server has a different IP
will we have to wait for propagation of our domain names again?
yes
I have a ticket number less than 20 and have heard nothing, when is it likely to be?
We are processing the first 40 Resellers and the first 40 AYW's today.