Yola.com monetary credits due to lack of service

  • 1
  • Problem
  • Updated 5 years ago
  • Solved
I've tried accessing my Yola.com hosted webpage but receive errors. The error messages are coming from Yola.com. If I cannot access my website due to Yola.com server-side errors, how do I receive a monetary credit for the inconvenience?
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Frank

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Posted 5 years ago

  • 1
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Monique, VP of Customer Support

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Hi Frank

We are sorry that you received errors on your website and our support team is available to investigate and ensure that these are corrected. As much as we want to correct any problems and honor our commitment of 99% uptime for your published site, we do not offer monetary compensation for problems that occur.

When you sign up you agree to our terms of service, which includes the following clause:
"You acknowledge that the site, the service and the Yola toolset are in beta form and are provided "as is" and "as available".

Please let us know what your domain is and what errors you saw and we will work with you to correct this.
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Frank

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Sadly, your support team contacted me today with no answers. They are asking *me* to troubleshoot the issue by using different browsers and also visit a 3rd party website to generate a browser report. Yola.com should be all over this. It's clear the issue is on your side. All the support team needs to do is try accessing my Yola webpage for editing. They'll be unable to do so. I've tried Chrome and I.E. with no results. The error message is from Yola.com.

Regardless of the terms of service agreement, the issue isn't uptime. It's access to the webpage for editing. My webpage is inaccurate thus giving consumers bad information or no information at all. I cannot make any changes until Yola.com resolves the server-side issue.
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Stefan, Official Rep

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Hello Frank

I was able to locate your Yola account and found two websites in there, "LonnieRay" and "Kansas City Vintage Japanese Motorcycle Club". I can open "LonnieRay" fine, but not "Kansas City Vintage Japanese Motorcycle Club".

Have you added any custom HTML code to your website last time you edited it, maybe to the header section? If incorrect code is added, it can make a whole website inaccessible. Please keep me updated, and I will bring this to our engineers' attention if required. Thank you for working through this with us.
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Frank

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The issues started yesterday when copying and renaming a new page. I have not added any custom HTML code. The last time I could access kcvjmc.org was when trying to upload images to the new page. The image upload stalled and the site has been non-accessable since.
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Frank

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Please bring this to the attention of your engineers. I'd appreciate it so much if we could get this resolved quickly. Thanks.
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Stefan, Official Rep

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Hello Frank

I'm sorry for the inconvenience this is causing you. We've brought this problem to our engineers' attention, and they're looking into it. We'll keep you updated on this thread.
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Stefan, Official Rep

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Hello Frank

Our engineers have solved the problem. When I test it, I'm now able again to open your website "Kansas City Vintage Japanese Motorcycle Club". Please check it on your end and let me know if it still doesn't work. Thanks.