No included emergency support
No support during the week-end, you have to pay for their 3rd tier of SLA to get it. We just have a domain name, no web hosting, and it got shut down a Thursday evening after we executed a reset of the NS fields. The day after, the support assured me it was normal, and that it could take UP TO 24 hours for the changes to take effect, without investigating the issue.
And now it's Saturday evening, the domain is still offline, and by Monday when I can reach the support again, this will be more than 3 full days of lost business.
Never again.
Edit: changing the score after support solved the situation after I left this review.
Reply from SYSE
Hi Alexandre,
We’re very sorry for the inconvenience you experienced. The issue was caused by DNSSEC being active during the name server change, which prevented the update from going through correctly. Once we saw your feedback, our technician fixed it manually and restored your domain.
We completely understand your frustration and apologize for the downtime.
Thank you for your feedback — it helps us improve our processes to prevent this from happening again.
I’ve sent you an email with a more detailed explanation of the situation, and I’m also available there if you have any further questions about this.
Best Regards, Ida.
