[kictanet] Access Kenya ONLY from Kenya?

[Agosta Liko]

Muthoni.

It Cannot be MS ... there are pretty humongous systems that ran on
their technologies.

Just like the convo we had a few weeks ago with Robert Yawe and
Orange, I say change the provider... and in this case unless you are
hosting on a dedicated server with good bandwidth, its hard to make
the case to host locally {economies of scale}

For most sites/applications I would look into hosting in UK or US

About the IP restriction, I have come accross that with quite a few
hosts even in US/UK .. especially the high end hosts, but they give a
web console where you can add an IP temporarily

My two cents

On Wed, Apr 28, 2010 at 11:24 AM, Wainaina Mungai
<wainaina at madeinkenya.org> wrote:
> Hi Muthoni,
>
> The ''interruption'' was rather welcome ;-) ...
>
> It seems I am not the only one with a support complaint against an ISP.
>
> I know once of the ISP staff personally and they admitted the following:
>
> 1. The support staff agree on a 'political response' to faults when
> the ISP cannot admit they have a crisis. This happened recently when
> the home connections service (via Wimax) was down for several days. I
> am flattered that I was on a list of people to be told the truth but
> wonder why so many clients need to be given a flat lie as a deliberate
> response.
>
> 2. Their support staff at (name withheld) keep phones off the hook
> when they have many complaints.
>
> 3. The lady incharge of field support claimed there was a support
> person on the way to assist me but kept me waiting for hours as
> ''punishment'' for having called support the previous day yet they
> came and did not find me. I left after waiting for hours.
>
> 4. The field support reports do not reflect the truth about the
> client's support experience. The time taken to respond etc is always
> under-reported and the fault details are usually distorted.
>
> All the above were verified by a member of staff at that ISP.
>
> 5. The second ISP support staff hang-up after they realised the fault
> on my firewall was caused by one of them. No, i did not shout at
> anyone. He simply vanished because he had not solution and it was
> around 5:00pm. I have had to escalate previous cases to their CEO for
> a response.
>
> All said, ISP support (with or without a well-worded SLA) in Kenya is
> a case study on how not to offer technical support ;-)
>
> Does CCK regulate such standards of service? There should be an
> acceptable minimum that doesn't force me to keep moving from ISP to
> another.
>
> Wainaina
>
> On 4/28/10, Ms. Muthoni Masinde <muthoni at uonbi.ac.ke> wrote:
>> Dear Listers,
>> Am sorry to interrupt this interesting debate on Sharia law....
>>
>> From my experience, there seem to be something fundamentally wrong with
>> the customer (especially technical) support by Access Kenya. I once
>> attempted to host a Microsoft-based application (SQL Server, ASP and IIS)
>> with them; I received pathetic service.  I did not have a major problem
>> with this though; may be MS was my undoing.
>>
>> However, I have a big problem with Access Kenya’s security restrictions
>> that forces one to administer his/her website only from a particular IP
>> address.  If you travel out of the country (or even out of your office for
>> that matter) and you need to replace/edit  particular content on your
>> site; you will be in for big trouble!  You will need to supply Access
>> Kenya’s technical team with static IP address! I highly appreciate that
>> this makes my website more secure but in the world where IP addresses are
>> dynamic, you can as well forget about updating your website.
>>
>> I recently traveled to Cape Town; while there, I urgently needed to update
>> a home page of one of the sites I have hosted with Access Kenya.  Your
>> guess is right; I could not and the client (the owner of the website) felt
>> like ‘killing’ me.    Writing emails to the technical team yielded no
>> response and I had to wait to be back in Kenya to update the site; hence
>> my conclusion that the slogan for Access Kenya is ‘Access Kenya ONLY from
>> Kenya/office’.
>>
>> I apologize to Access Kenya for bringing this up to the ‘public’; I have
>> tried to get help from within the organization’s customer care department
>> for over a year in vain.  My take is that more frustrated clients (like
>> me), will opt to host websites out there (in US, UK etc) hence denying our
>> ISP business.
>>
>> Thank you,
>> Muthoni Masinde,
>> Lecturer,
>> School of Computing and Informatics, UoN
>>
>>
>>
>>
>>
>> -----------------------------------------
>> This message has been scanned for viruses and dangerous content by
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>> and is believed to be clean.
>>
>> +++++++++++++++++++++++++++++++++++++++
>>  UNIVERSITY OF NAIROBI IS ISO CERTIFIED
>>
>> The University of Nairobi is committed to providing quality services to all
>> its clients. The University will monitor and review its quality performance
>> from time to time through an effective implementation of the Quality
>> Management System based on ISO 9001:2008 standard.
>>
>> University of Nairobi Website: http://www.uonbi.ac.ke/
>> +++++++++++++++++++++++++++++++++++++++
>>
>>
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>
> --
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>
> Wainaina Mungai
> -----
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