eXact.gg VPS outage - 48+ hours offline, lack of communication and support availability

ItsHass

Hi everyone,

I would appreciate some community feedback regarding an ongoing eXact.gg VPS outage.

I have a VPS with eXact.gg which has now been unavailable for approximately 48 hours.

I fully understand that outages can happen, and based on the status page, the issue appears to be related to an upstream provider. I appreciate that not every incident is directly within a provider's control.

My main concern is not necessarily the outage itself, but the communication, support availability, and customer management during the incident.

Current situation

• The VPS has been offline for around 48 hours
• The normal support portal is currently unavailable, meaning I have not been able to raise a standard support ticket
• I had to use the LowEndTalk forum as an alternative way to make contact
• The status page confirms there is an incident, but there has been no direct communication to customers explaining:
  • What has happened
  • The current recovery status
  • Whether alternative solutions are being considered
  • The expected restoration process or priorities
  • What steps will be taken to prevent similar incidents in the future

I completely understand that an upstream provider failure can create challenges. However, from a customer perspective, the relationship is with eXact.gg, and customers rely on the provider for communication, updates, and managing the impact of the outage.

I am not expecting unreasonable compensation, especially considering the VPS cost is only £20/year. However, after a prolonged outage, I believe it would be reasonable to see some form of acknowledgement, such as:

• A service credit or goodwill gesture
• A post-incident review or explanation
• Details on what happened and what improvements will be made going forward

I would be interested to hear opinions from both providers and customers:

• What level of communication would you consider reasonable during a multi-day VPS outage?
• At what point would you expect a provider to offer service credits or refunds?
• How should providers handle incidents where both the service and normal support channels are affected?

Thanks in advance for any feedback.

stable_genius

You must be patient, provider is too busy to give feedback, he is desperately trying to buy a new dedi.

Why don't you pray? Now is a good time to start.

ItsHass

@stable_genius said:
You must be patient, provider is too busy to give feedback, he is desperately trying to buy a new dedi.

Why don't you pray? Now is a good time to start.

🤣🤣🤣

stable_genius

It looks like eXact is really trying, he has even doubled his budget and lowered demands but apparently no sellers interested, I think they have serious doubts about eXact's long term viability.

On a positive note, it seems to me that eXact is fully commited to it so I will not be surprised if he finds some way to keep going. This guy looks like someone who is willing to do anything to save his hobby businessbusyness.

budi1413

so they're exactly gg?

rpqu

🍿

nghialele

A staggering 16.67% uptime

stable_genius

@rpqu said:
🍿

NOT first!

LEBUserJoe

@stable_genius said:
It looks like eXact is really trying, he has even doubled his budget and lowered demands but apparently no sellers interested, I think they have serious doubts about eXact's long term viability.

On a positive note, it seems to me that eXact is fully commited to it so I will not be surprised if he finds some way to keep going. This guy looks like someone who is willing to do anything to save his hobby businessbusyness.

Honestly agree, dude seems like a hustler i’d back him