VirMach's Reply:

Our live chat is mainly for general presales questions. We do mention this on the chat. All support requiring account & service changes go through our ticket system.

Most questions will be answered fairly quickly on our ticket system.

VirMach's Reply:

Your service is using approximate 4 to 30 times the appropriate amount of disk operations. Disks are shared in virtual environments, so while we can allocate you a certain amount of disk space, we do not currently have any appropriate method of limiting your disk operations. You are using up to 30x more disk operations than your share of disk space. You did upgrade your package, which may help when the number is less extreme, however, you will most likely need the high I/O option as well.

We would also recommend a dedicated server if you require a physical disk to run intensive disk operations.

VirMach's Reply:

In some rare cases, services have to be manually approved & created. Your service was delivered to you in a timely manner, although it was not generally automatically.

VirMach's Reply:

We give customers the flexibility of purchasing dedicated CPU & higher IO resources. This is offered & explained during your service configuration and these optional additions can be purchased at any time.

Otherwise, for most customers, our fair usage policy will be a perfect fit, and customers can save money by sharing resources.

VirMach's Reply:

For reference, the reason it took longer than usual to process customer's Bitcoin payment was due to customer sending payment in two smaller chunks, and ignoring instructions by our system to send the exact amount of Bitcoin.

Customer made a payment via Bitcoin, which takes time to confirm in any situation due to the nature of Bitcoin, but also made the error above. Our live chat agents cannot assist customers, as they are not the billing support department. Customer states he harassed chat agents and that he was banned from the chat, which may occur if customers spam/use profanity.

Customer's ticket was only closed after a response was received, where he was explained Bitcoin does take time to process and that sometimes we also have to manually approve Bitcoin payments.Customer continues making tickets/replies spamming "WHERE IS MY VPS" and making it more difficult for agents to assist him, especially making it harder to flag it up for the Bitcoin payment to be processed manually.

VirMach's Reply:

We keep our nodes secure. However, customers are responsible for keeping their own VPS secure. There's no way for us to control what customers chose to do on their VPS, and if what they chose to do is select an unsecure password or install malware, that's out of our reach. We recommend all customers secure their VPS with a strong password or SSH key.

Customer claims we accessed his VPS or gave other people access, but this is simply untrue.

VirMach's Reply:

Customer selected a location 15,000 Kilometers away, did not select the closest datacenter, and faced network issues as a result of his ISP having limited connectivity to our server.