Site has been down for 8 hours - HELP

[damo]

I am having a nightmare , I paid £15 to assign a test SSL cert to my domain.

It said that it had to give the site a dedicated IP address and it could take up to 4 hours for this to take effect. Ever since then my website has been down, but I also use it to host images for lots of auctions on ebay and they are all down as well.

Can someone please help quickly, even if it is just so that I can get my images to show on ebay again as this is normally our best day for sales.

Many Thanks.

[damo]

Disappointed that no one has gotten back to me today, I have tried everything, support tickets, calling up, emails, posting here. I appreciate that Redfox is probably really only a one man band and Warren may have gone out for the day but I do expect some kind of response in a 9 hour period for a “Critical” problem. I am sure that this would only take 2 seconds to fix and it may be something really dumb that I have or have not done, but I just don’t know what that is.
I have been with Redfox for a few years now and in general everything has been fine, but when something like this happens it makes me ponder if its false economy on my part choosing Redfox as I have lost £00’s in sales from one of my websites today.
I am at a loose end now, other than to just check my email every 10 mins in the hope that someone will respond.

[damo]

Think I may have fixed it myself, dont know if it was the right thing to do but I noticed in the Helm DNS settings it had changed my ip to the dedicated one, however in the "website settings" section it told me what the old shared hosting one was and I changed the DNS settings for www. in the helm control panel back to that and the site at least displays now.

I think helm probably did the right thing in the first place changing the IP to the new dedicated one, if not then thats a fault. But I suspect it did the right thing and it needed someone to do something to allow my site to be able accept connections from the dedicated IP which they have not.

Either way I am happy now that the site displays, but I suspect it will need changing back to the dedicated IP once someone from tech support looks over this.
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Really disappointed that no one from tech support has got back to me today as it has cost me a substantial amount of lost business today. If support is only Mon-Fri then I think that should be made common knowledge.[/FONT]

[Staff: Warren Ashcroft]

This has now been dealt with, the dedicated IP Address assigned was not routed correctly - Helm and its SSL support will deal with DNS, the changes it makes will be correct. In hindsight, the problem could have been resolved by unassigning your SSL Certificate so that your website would be placed back onto the shared (and working) IP Address. Baring in mind that any IP Address/DNS changes may take up to 4 hours to have any effect on your personal machine.

NOTE: The reason you didn't get a response until this time is because you didn't open a support ticket via the Help Desk, which if you do you get an option to select a critical ticket priority - which alerts members of staff via SMS; that or you did open a support ticket via the Help Desk but didn't choose the critical ticket priority.

[damo]

Thanks Warren,

Normally you are more than helpful and make up for my lack of knowledge, and get back to me quicker than I need, which is fantastic.

I did select critical on the ticket, so I am not sure what happened there maybe there was a problem with the SMS gateway?