Dear Jaden,

We appreciate that you have been our customer for a long period and the trust you have put on us. We make every effort to make sure our service is excellent and we regret we have fallen short of your expectations. We have reviewed your case thoroughly (including your complete ticket history), and we would like to address your concerns accordingly.

We would like to stress that none of your hosting plan rates will be/is increased mid-contract. What is more, there is currently no planned price update concerning the Cloud VPS / Dedicated server renewal rates. What you refer to is the updated licensing fees concerning a third-party product.

The whole industry has been buzzing about the cPanel license updates that became effective September 1, 2019, for months. A lot of companies took emotional decisions by stating that they would be abandoning cPanel completely going with alternatives such as Direct Admin or their own custom builds. Others stated they’d be discounting their reseller hosting packages. There also those who have decided to increase their web hosting rates. It is important to look at the situation at hand with a clear mind.

It took us more than one month to be just able to close our NOC partnership agreement with cPanel. This agreement allows us to provide cPanel licenses under the new Terms and conditions required by the vendor. Due to continuous issues on cPanel’s end regarding licensing matters, transfers from official resellers of cPanel were put on hold. This led to increased licensing cost that was applied to us. To make the transition even harder, cPanel’s Customer Service team was inundated with a high volume of requests that have caused additional delays in the process. During the transfer process, based on the circumstances, all of the license fees and 300%+ increased rates applied by our former cPanel license provider were covered by FastComet.

Regrettably, when you rely significantly on a third-party then you need to be prepared for the consequences of that third-party doing everything – from changing their software and pricing, to even going out of business. And whatever they do that could potentially affect your business and you have no choice but to accept it.

We would like to assure you and our customers alike that all our Cloud VPS and Dedicated server plans will be running on a fully-licensed cPanel version. All Cloud VPS/Dedicated Servers clients with up to 5 cPanel accounts will keep the same monthly rate, as we will cover the cPanel Admin Cloud license tier. Clients using more than five cPanel accounts will need to upgrade their cPanel licenses to the corresponding license tier according to their needs.

Please note that in no way we aim to put you or cPanel at fault for the situation. We just tried to explain the causes of the issues you have experienced and make sure that others aren’t mislead.

Regards,
FastComet

Not only have you let your customers have their servers taken down completely out of the blue, you expect already paid in advance accounts under the old pricing and T&C, to cough up cash in the middle of the night to get our clients website back up and running. Bravo!!!!

SHAME ON YOU. We will make sure all our employees, and as many of our 10’s of clients voice the disappointment we feel on Twitter, BBB, Facebook and Trustpilot.