This is an update on the migration process from A2Hosting to hosting.com
On our panel
On communications and emails
On cPanel auto-login
We are aware of phishing attempts which were using A2Hosting and are now using hosting.com. Please note that you can log into your panel at my.hosting.com (or my.a2hosting.com) to view all invoices and services - do not use any other URL.
On support, wait times are equivalent to our last update and needs improvement particularly in technical support wait times. Our big issue with support right now is phone calls where we have a high abandonment rate. Since December we have massively reduced our phone abandonment rate and are adding more people to the team over the next few weeks. Apologies if you have needed to wait longer than usual - we handled 1,000 phone calls more than usual this week.
This is an update on the migration process from A2Hosting to hosting.com.
As you know we changed our website and we also changed the client portal. This is a big migration with hundreds of thousands of services, so we wanted to give an update on things that are still underway, and also give an update on current support times.
All services and payment methods and accounts and delegates are fully migrated. The following changes are underway in the client panel
On emailing, we have had feedback that our invoice emails have been a bit trigger-happy. We historically sent invoices 3 days before they were due, whereas we now send 14 days in advance so that people paying via slower payment methods (or with slower approval processes) have more time to organise payment. Although we send the invoices slightly further in advance now, the due date remains the same. Sorry for the confusion - we have updated the template wording to be clearer.
On support volume, we have had delayed responses during the transition and are still not where we like to be. As of right now we have:
We have our team of account managers reach out to larger clients and they will continue to do so and give them a direct point of contact. We also have a VIP support team now live.
On products and feedback
We will post a further update on Friday with the status on all of the above and will continue to publicly post ticket and support response times.
Thank you to all customers for your patience in this transition,