Platform migration status update
Now that over 80% of our customers have moved to a new platform with a new Control Panel, we want to update you on the progress, and outline immediate steps.
First and foremost, we are painfully aware that things have not gone as smoothly as we would like, and we humbly and sincerely apologize for the inconvenience this has caused and causes. Pending the elimination of the Support backlog, we have suspended all moves until further notice. We do everything in our power to follow up and resolve each case. This is our highest priority, and we work tirelessly to handle all incoming inquiries via email, chat and phone.
The decision to migrate to a new platform is not something we have taken lightly and is the result of our commitment, to delivering the very best customer experience. We've invested significant time and resources to ensure that the transition marks a positive move forward, including increased reliability and uptime, increased security and performance, and a more intuitive customer experience. The new interface will enable more tasks to be performed without the help of Support so that our customers can get more done, faster.
The majority of customer data has been moved quickly and seamlessly. However, change is never without challenges, especially when it disrupts both established, and not to mention expected customer experiences. We understand that the changes have affected several of our customers, albeit to varying degrees, and we work hard to resolve all individual issues on an ongoing basis. For the record: data is not lost in the process.
Outdated PHP versions are not supported on the new platform for security reasons. Unfortunately, although we inform affected customers in advance, some websites have experienced issues related to PHP upgrades after the move. In these cases, we help diagnose and, to the extent it’s feasible, solve individual problems.
There have also been cases where customers need to change their DNS, or otherwise configure their services to work on the new platform. Frequently asked questions related to the move and an overview of changes in functionality can be found on our help pages, along with other help articles for the new platform. We are constantly working to improve our communication to guide all customers throughout the transition – and beyond.
Our commitment to absolutely all customers is unwavering, and we are confident that the new platform will offer superior performance and a more secure environment for their online presence. We will continue to invest significant time and resources to ensure the transition is enjoyable for all, and we humbly and sincerely apologize to the customers we have disappointed along the way.
We expect the relocation process to be completed in the coming weeks and months. We recognize and will improve areas where we have fallen short and are committed to meeting the expectations and needs of all our customers from hereon.