9 ms·

My Netlify account has been suspended, I don’t know why?

151 points by kaishiro 3y ago

southerntofu 3y ago
[flagged]
- maccard 3y ago
  Just because they don't offer a response SLA for those tiers doesn't mean they don't provide timely support. Getting support under your SLA from other providers can be a person acknowledging your email and then asking for more information that you've already provided.
  - southerntofu 3y ago
    The same person who quoted the sales team said customer support usually replies quicker via the forum than via email which would be the official support channel. To be clear, i'm not against best-effort support and that's actually what i use and provide year long (i never sign SLAs). I'm just saying it's scammy to call a plan without SLA "pro". Things can go wrong and things will go wrong, but when you can't have an actual human acknowledging your problem in the next few work hours, that's certainly not what i would call "pro" service.
  - hermitdev 3y ago
    > Getting support under your SLA from other providers can be a person acknowledging your email and then asking for more information that you've already provided. Or worse, trying to turn it into a sales call. Every time I've talked to Comcast (Xfinity) lately about my internet not working, they've tried to sell me phone service. Very frustrating. I'm calling you about a product that doesn't work; what makes you think I'm interested in _another_ product from you at this time? Maybe reserve the upsell until _after_ the problem is resolved? /rant
- WA 3y ago
  > there's thousands of non-profits that'll do it for free Name a few please. Should support own domains and automatic SSL certificates. I'm fine with uploading HTML files manually.
  - arjvik 3y ago
    GitHub pages?
    - xz18r 3y ago
      Ah yes, Microsoft - a shining beacon of not-for-profit in this capitalist world.
      - arjvik 3y ago
        I'll admit, I have no idea why southerntofu said non-profit, I was simply following the ethos of the comment and suggesting a service that is (seemingly) not being monetized while being quite reliable.
    - orlp 3y ago
      Since when is Github non-profit?
      - arjvik 3y ago
        I'll admit, I have no idea why southerntofu said non-profit, I was simply following the ethos of the comment and suggesting a service that is (seemingly) not being monetized while being quite reliable.
  - southerntofu 3y ago
    Since someone named Github Pages, i feel obligated to name Codeberg Pages, owned by a non-profit association. Or Sourcehut Pages, not sure about the legal entity but the business model is very clear and sound. Otherwise, there's the usual bunch of non-profit hosts: the tilde servers (sdf & friends), the hosting coops from libreho.st or chatons.org federations, as well as the radical hosts for more political content (blackblogs, noblogs, etc). Shoutout to neocities.org if user-friendly, retro-style websites are your thing.
- quickthrower2 3y ago
  I don’t get “never trust a for-profit”? Maybe you mean VC? Because almost all hosting is for-profit.
- lbj 3y ago
  > Never trust a for-profit company Seems a little dark, considering that's almost every company on the planet.
  - dspillett 3y ago
    Sounds darker when you have taken the second half away: "when you can avoid it." There are two arms to it inth ecase of hosting: 1. Not putting your eggs in one basket: have a tested backup/DR plan so if a host goes bad you can move easily. 2. Always remember that they have a bottom line, and it is more important to them than your bottom line. Any claim otherwise should be viewed with suspicion. Also if you are on a free (or just very cheap) tier you will be a lot less important than customers on higher tiers.
  - remram 3y ago
    They don't say not to use them, just not to trust them, "when you can avoid it". That seems fair actually. Like, "never trust a stranger" is dark because most people are strangers? It's not.
- siquick 3y ago
  > I guess that's what happens when you delegate your hosting needs to a needlessly-shady entity. What makes them a “needlessly-shady entity”?
- KnobbleMcKnees 3y ago
  >there's thousands of non-profits that'll do it for free, or for a few bucks a year, and where an actual human will be reachable. Doubt. But open to examples. However I suspect they'll all be subject to ifs and buts and paper cuts.
maccard 3y ago
This headline is definitely not correct - the actual heajne should be "some reports of free tier users being locked out of their netlify support". I've worked with small providers who don't provide an SLA on support for a $9 tier, and I've worked with large providers with a 2 hour SLA - I can't say that the 2 hour SLA is alway better. That said, if you rely on something it's incredibly naive to use a free tier and then feel indignant on a forum when you can't immediately get a response.
- decremental 3y ago
  Often it's the case that the less a customer is paying, the more indignant they feel they can be with support. I don't know why this is. You get more reasonable customers with higher pricing. I imagine a free tier attracts all sorts of riff raff.
  - mkl 3y ago
    I think it's that if you're paying someone you usually respect them. There's a trust relationship established.
    - darkwater 3y ago
      Also, the "I decided to spend my money on this, it ought to be good, I cannot be wrong" effect.
  - drawkbox 3y ago
    Same happens with ratings. You can have the same app, one paid and one free, the free one will be rated lower because of perception. If a person pays for a thing they are more invested in making it something worthwhile and thus less attacks. If something is free and any issue, it suddenly is horrible because they never associated value with it from the beginning. It is a psychological thing and plays into many parts of the market.
    - matkoniecz 3y ago
capybara_2020 3y ago
I think this has been happening for a while. I got hit with a random suspension 4-6 months ago. Nothing important there, it was a personal test site and it was a free account. I think there was an option to appeal. Tried that but did not hear back from them. So I just dropped it. They might have become more aggressive now for what ever reason. One reason I am trying to shift back to bare metal servers. I had problems with almost all cloud providers(mostly sudden bills with crazy amounts. Plus a lot of them being a nightmare to move off of.). Bare metal is cheaper to run once you get it operational. But takes longer to setup and manage till you get it automated.
- viraptor 3y ago
  > Bare metal is cheaper to run Where do you get bare metal server + colo + transfer that's under $19/mth over the typical lifespan? Let's say 5 years, so $1140 in total?
  - ftth_finland 3y ago
    Online.net is the first one that comes to mind. There are others. FYI, with dedicated servers you don’t pay for colo separately. It’s included in the monthly fee. Bandwidth also, although on low end plans bandwidth might be limited or metered above some threshold.
  - ThatMedicIsASpy 3y ago
    Depends on Hardware requirements? My ovh (Kimsufi) bare metal is 6€ a month. That's 4gb ram, Intel atom 2c4t, 100mbit unlimited, 1tb hdd. Where does co-location and transfer come from when someone says bare metal.
    - viraptor 3y ago
      > Where does co-location and transfer come from when someone says bare metal. Parent was not happy with cloud providers. Tbh, I see the low end bare metal boxes with automatic provisioning as just another cloud provider. It's just not VMs. Apart from noisy neighbours, you end up with mostly the same types of issues.
thecodeboy 3y ago
Netlify allows users to register domains on their platform. Wonder if suspended users have a way to transfer their domains to a different registrar. It seems one should use a registrar whose primary business is selling domains, and host their content elsewhere.
- heywhatupboys 3y ago
  > Netlify allows users to register domains on their platform. I read both the title and your comment as "Netflix", and I was surprised at their mission creep. Sorry if this is a bit off topic.
- Brajeshwar 3y ago
  I would always suggest decoupling domain registrar from everything else -- emails providers, DNS providers, other hosts, etc. Take care of your domain and be able to point anywhere, then the DNS provider to be able to again point to any hosts.
  - kkapelon 3y ago
    any suggestion on where should I keep my domains then?
    - Brajeshwar 3y ago
      NameCheap.com, Name.com, and other domain registrars are good options. There are too many options. I use three of them for all my domains. DNS is taken care by Cloudflare (this can also be by AWS Route53). Emails, hosts, and others can be with Google, Proton, Fastmail, AWS, et al.
      - no_wizard 3y ago
        I've heard through the grapevine that Namecheap will buy and resell domains based on what you search. does anyone know if there is veracity to this claim?
Album5465 3y ago
My free account got suspended as well. Might this be related to the "cost-cutting" initiatives at Netlify?
bovermyer 3y ago
I'm not having this issue, but since I'm on a free account, it has me spooked. I might migrate my site to my own VPS this weekend, just to be safe.
- kinduff 3y ago
  Doing the same, I already moved a bunch a while ago but have a couple that are kinda hard to do so since they rely on their Functions infrastructure.
yieldcrv 3y ago
so basically what we have is a broken software update that Netlify won’t look at because they point and say there is no SLA for free tiers so we can blame the initial thing on incompetence over malice, but then the second thing over incompetent malice because some support staffer can’t act like a human with empathy
MissTake 3y ago
Apparently (according to a post in the link) the following is from their “Sales Team”: Unsure if this is true, if so, WTF? —- “Pro” and “Business” are both self-serve tier plans the support offering there is the same. Currently the support offering is email support with no guaranteed response time. Our self-serve tier is for prototyping, hobbyist or smaller projects and therefore we don’t expect projects with urgent needs or requirements that go beyond self-serve on our self-serve tier. Our enterprise plans are suited for for projects that require more timely responses and more specific attention.
- centipixel 3y ago
  It's unfortunately very true, both quotes are from the same email chain in October 2021 discussing their support options after experiencing exceptionally slow response times on a paid account. However for full transparency I copied the quotes from the last time that I raised them, and looking back at the original emails it does seem I'd edited them slightly for clarity. The precise quotes of those lines, copied & pasted from the email, including the "for for" are: —- This is largely because of how our plans are engineered. Our self-serve tier is for prototyping, hobbyist or smaller projects and therefore we don't expect projects with urgent needs or requirements that go beyond self-serve on our self-serve tier. Our enterprise plans are suited for for projects that require more timely responses and more specific attention. —- 1. Because “Pro” and “Business” are both self-serve tier plans the support offering there is the same, so that would be correct. Currently the support offering is email support with no guaranteed response time Ultimately all we were seeking was information on if they had a support option with a faster average turnaround than several days, not specifically an SLA, just a better average for "Business" accounts. The response in both emails touted their Enterprise plan as the only option, and quoted us as: —- $2,000 is the starting price of our enterprise plans, and that can be priority support or combined with another SKU (HP Edge, HP Build).
RadixDLT 3y ago
The free account is meant for testing purposes.
RadixDLT 3y ago
have you tried coolify?

151 points by kaishiro 3y ago

southerntofu 3y ago

[flagged]

maccard 3y ago
Just because they don't offer a response SLA for those tiers doesn't mean they don't provide timely support. Getting support under your SLA from other providers can be a person acknowledging your email and then asking for more information that you've already provided.
- southerntofu 3y ago
  The same person who quoted the sales team said customer support usually replies quicker via the forum than via email which would be the official support channel. To be clear, i'm not against best-effort support and that's actually what i use and provide year long (i never sign SLAs). I'm just saying it's scammy to call a plan without SLA "pro". Things can go wrong and things will go wrong, but when you can't have an actual human acknowledging your problem in the next few work hours, that's certainly not what i would call "pro" service.
- hermitdev 3y ago
  > Getting support under your SLA from other providers can be a person acknowledging your email and then asking for more information that you've already provided. Or worse, trying to turn it into a sales call. Every time I've talked to Comcast (Xfinity) lately about my internet not working, they've tried to sell me phone service. Very frustrating. I'm calling you about a product that doesn't work; what makes you think I'm interested in _another_ product from you at this time? Maybe reserve the upsell until _after_ the problem is resolved? /rant
WA 3y ago
> there's thousands of non-profits that'll do it for free Name a few please. Should support own domains and automatic SSL certificates. I'm fine with uploading HTML files manually.
- arjvik 3y ago
  GitHub pages?
  - xz18r 3y ago
    Ah yes, Microsoft - a shining beacon of not-for-profit in this capitalist world.
    - arjvik 3y ago
      I'll admit, I have no idea why southerntofu said non-profit, I was simply following the ethos of the comment and suggesting a service that is (seemingly) not being monetized while being quite reliable.
  - orlp 3y ago
    Since when is Github non-profit?
    - arjvik 3y ago
      I'll admit, I have no idea why southerntofu said non-profit, I was simply following the ethos of the comment and suggesting a service that is (seemingly) not being monetized while being quite reliable.
- southerntofu 3y ago
  Since someone named Github Pages, i feel obligated to name Codeberg Pages, owned by a non-profit association. Or Sourcehut Pages, not sure about the legal entity but the business model is very clear and sound. Otherwise, there's the usual bunch of non-profit hosts: the tilde servers (sdf & friends), the hosting coops from libreho.st or chatons.org federations, as well as the radical hosts for more political content (blackblogs, noblogs, etc). Shoutout to neocities.org if user-friendly, retro-style websites are your thing.
quickthrower2 3y ago
I don’t get “never trust a for-profit”? Maybe you mean VC? Because almost all hosting is for-profit.
lbj 3y ago
> Never trust a for-profit company Seems a little dark, considering that's almost every company on the planet.
- dspillett 3y ago
  Sounds darker when you have taken the second half away: "when you can avoid it." There are two arms to it inth ecase of hosting: 1. Not putting your eggs in one basket: have a tested backup/DR plan so if a host goes bad you can move easily. 2. Always remember that they have a bottom line, and it is more important to them than your bottom line. Any claim otherwise should be viewed with suspicion. Also if you are on a free (or just very cheap) tier you will be a lot less important than customers on higher tiers.
- remram 3y ago
  They don't say not to use them, just not to trust them, "when you can avoid it". That seems fair actually. Like, "never trust a stranger" is dark because most people are strangers? It's not.
siquick 3y ago
> I guess that's what happens when you delegate your hosting needs to a needlessly-shady entity. What makes them a “needlessly-shady entity”?
KnobbleMcKnees 3y ago
>there's thousands of non-profits that'll do it for free, or for a few bucks a year, and where an actual human will be reachable. Doubt. But open to examples. However I suspect they'll all be subject to ifs and buts and paper cuts.

maccard 3y ago

This headline is definitely not correct - the actual heajne should be "some reports of free tier users being locked out of their netlify support". I've worked with small providers who don't provide an SLA on support for a $9 tier, and I've worked with large providers with a 2 hour SLA - I can't say that the 2 hour SLA is alway better. That said, if you rely on something it's incredibly naive to use a free tier and then feel indignant on a forum when you can't immediately get a response.

decremental 3y ago
Often it's the case that the less a customer is paying, the more indignant they feel they can be with support. I don't know why this is. You get more reasonable customers with higher pricing. I imagine a free tier attracts all sorts of riff raff.
- mkl 3y ago
  I think it's that if you're paying someone you usually respect them. There's a trust relationship established.
  - darkwater 3y ago
    Also, the "I decided to spend my money on this, it ought to be good, I cannot be wrong" effect.
- drawkbox 3y ago
  Same happens with ratings. You can have the same app, one paid and one free, the free one will be rated lower because of perception. If a person pays for a thing they are more invested in making it something worthwhile and thus less attacks. If something is free and any issue, it suddenly is horrible because they never associated value with it from the beginning. It is a psychological thing and plays into many parts of the market.
  - matkoniecz 3y ago

capybara_2020 3y ago

I think this has been happening for a while. I got hit with a random suspension 4-6 months ago. Nothing important there, it was a personal test site and it was a free account. I think there was an option to appeal. Tried that but did not hear back from them. So I just dropped it. They might have become more aggressive now for what ever reason. One reason I am trying to shift back to bare metal servers. I had problems with almost all cloud providers(mostly sudden bills with crazy amounts. Plus a lot of them being a nightmare to move off of.). Bare metal is cheaper to run once you get it operational. But takes longer to setup and manage till you get it automated.

viraptor 3y ago
> Bare metal is cheaper to run Where do you get bare metal server + colo + transfer that's under $19/mth over the typical lifespan? Let's say 5 years, so $1140 in total?
- ftth_finland 3y ago
  Online.net is the first one that comes to mind. There are others. FYI, with dedicated servers you don’t pay for colo separately. It’s included in the monthly fee. Bandwidth also, although on low end plans bandwidth might be limited or metered above some threshold.
- ThatMedicIsASpy 3y ago
  Depends on Hardware requirements? My ovh (Kimsufi) bare metal is 6€ a month. That's 4gb ram, Intel atom 2c4t, 100mbit unlimited, 1tb hdd. Where does co-location and transfer come from when someone says bare metal.
  - viraptor 3y ago
    > Where does co-location and transfer come from when someone says bare metal. Parent was not happy with cloud providers. Tbh, I see the low end bare metal boxes with automatic provisioning as just another cloud provider. It's just not VMs. Apart from noisy neighbours, you end up with mostly the same types of issues.

thecodeboy 3y ago

Netlify allows users to register domains on their platform. Wonder if suspended users have a way to transfer their domains to a different registrar. It seems one should use a registrar whose primary business is selling domains, and host their content elsewhere.

heywhatupboys 3y ago
> Netlify allows users to register domains on their platform. I read both the title and your comment as "Netflix", and I was surprised at their mission creep. Sorry if this is a bit off topic.
Brajeshwar 3y ago
I would always suggest decoupling domain registrar from everything else -- emails providers, DNS providers, other hosts, etc. Take care of your domain and be able to point anywhere, then the DNS provider to be able to again point to any hosts.
- kkapelon 3y ago
  any suggestion on where should I keep my domains then?
  - Brajeshwar 3y ago
    NameCheap.com, Name.com, and other domain registrars are good options. There are too many options. I use three of them for all my domains. DNS is taken care by Cloudflare (this can also be by AWS Route53). Emails, hosts, and others can be with Google, Proton, Fastmail, AWS, et al.
    - no_wizard 3y ago
      I've heard through the grapevine that Namecheap will buy and resell domains based on what you search. does anyone know if there is veracity to this claim?

Album5465 3y ago

My free account got suspended as well. Might this be related to the "cost-cutting" initiatives at Netlify?

bovermyer 3y ago

I'm not having this issue, but since I'm on a free account, it has me spooked. I might migrate my site to my own VPS this weekend, just to be safe.

kinduff 3y ago
Doing the same, I already moved a bunch a while ago but have a couple that are kinda hard to do so since they rely on their Functions infrastructure.

yieldcrv 3y ago

so basically what we have is a broken software update that Netlify won’t look at because they point and say there is no SLA for free tiers so we can blame the initial thing on incompetence over malice, but then the second thing over incompetent malice because some support staffer can’t act like a human with empathy

MissTake 3y ago

Apparently (according to a post in the link) the following is from their “Sales Team”: Unsure if this is true, if so, WTF? —- “Pro” and “Business” are both self-serve tier plans the support offering there is the same. Currently the support offering is email support with no guaranteed response time. Our self-serve tier is for prototyping, hobbyist or smaller projects and therefore we don’t expect projects with urgent needs or requirements that go beyond self-serve on our self-serve tier. Our enterprise plans are suited for for projects that require more timely responses and more specific attention.

centipixel 3y ago
It's unfortunately very true, both quotes are from the same email chain in October 2021 discussing their support options after experiencing exceptionally slow response times on a paid account. However for full transparency I copied the quotes from the last time that I raised them, and looking back at the original emails it does seem I'd edited them slightly for clarity. The precise quotes of those lines, copied & pasted from the email, including the "for for" are: —- This is largely because of how our plans are engineered. Our self-serve tier is for prototyping, hobbyist or smaller projects and therefore we don't expect projects with urgent needs or requirements that go beyond self-serve on our self-serve tier. Our enterprise plans are suited for for projects that require more timely responses and more specific attention. —- 1. Because “Pro” and “Business” are both self-serve tier plans the support offering there is the same, so that would be correct. Currently the support offering is email support with no guaranteed response time Ultimately all we were seeking was information on if they had a support option with a faster average turnaround than several days, not specifically an SLA, just a better average for "Business" accounts. The response in both emails touted their Enterprise plan as the only option, and quoted us as: —- $2,000 is the starting price of our enterprise plans, and that can be priority support or combined with another SKU (HP Edge, HP Build).

RadixDLT 3y ago

The free account is meant for testing purposes.

RadixDLT 3y ago

have you tried coolify?