1 grid support, a nightmare for IT re-sellers.

1 grid support is the worst thing on earth...

We worked with Webafrica for years and were transferred to 1grid when the structure changed.

Not only they don't respond to support requests on time but when they do, it is always a mess and all they can say is sorry!

I recently had the worst experience ever with 3 of their consultants ( Melissa Muller from billing, Shawaal Van Wyk from Support, Aphiwe Jiya from domain support). Our request was simple, we were reselling services to a client who failed to make payments of his invoices to us and therefore requested 1grid to create a new account with the defaulting client's credentials and remove his hosting package from our account (Sky IT Services) and transfer it to him directly - the new account holder to manage and make his own payment.

It took more than 2 weeks to get the above consultants to do the right thing, they gave away our all account (Sky IT Services ) to a total stranger at his instruction without even checking if the request came from the primary account holder, leaking \exposing emails of more than 25 other clients in the process.

They made this mistake twice after various emails explaining them and clarifying our request.

As an IT service provider we've broken the SLA where we guarantee our clients peace of mind and confidentiality of their infos.

As we speak, our Legal Team took note of this incident and will be communicating with all clients about this before they start receiving funny mails from external parties (leaked emails).

Our intention here is not to receive one of your script messages saying how sorry you are blah blah!!! but to get you to upgrade your services by training your consultants at different levels and explaining them the level of confidentiality associated with infos that they have to deal with on a daily basis.