Dear Customer,

We believe that being honest and transparent is the best way so, we want to hold our hands up when we make a mistake (even if it was our partner's software).

Although it was our partner's software that caused the sending of old emails/tickets, we wanted to let you know we are handling the issue.

Recently, we attempted to update our support system. Our support system, otherwise known as our ticket system is responsible for processing all ticket requests in and out.

At approx 01:00 30/03/17 our system started re-opened tickets that were closed and some clients received an email loop of emails stating they opened a new ticket for old support tasks. 

Our support hero's seem to be more than confident that we have underlined the issue that caused multiple emails to be sent in error to clients like yourself.

I personally want to apologise for this. We have reported this issue back to our software provider who hopefully will patch the issue in further updates.

The problem was due to daylight-saving being switched off and timestamps for old tickets to be reactivated and reopened.

If you were one of the few that received old email ticket's please do just disregard them.

Myself and the team are currently monitoring outbound emails from our system.

Please rest assured that this was a mistake on our side and with our partner software. Your account is safe, locked and secured.

If you have any further questions you can get in touch quoting #DESI-101

Stone Hosting Limited
www.stonehosting.co.uk
UK: +44 (0) 1622 234 143
USA: +1 (253) 216-6567 

Support - https://support.stonehosting.co.uk
Log In - https://www.stonehosting.co.uk/login

Thursday, 30th March 2017 | 3:49am

Thursday, March 30, 2017





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