Feedback Form Response

Our feedback form is still open for anyone who wants to fill it out. You can find it here: Feedback Form.

In today’s post, I wanted to take the time to cover some of the common feedback we've been getting and to address how we'll be acting on it.

Amazing Response

First of all, thank you everyone for the kind words you gave us. Every reply had something nice to say about our service or support team. Reading the replies was a huge boost to know we're going in the right direction. You even surprised us by rating our billing panel highly, a part of our service we haven't been happy with for a while.

Anyway, let's get into the feedback.

Other Services

We saw a few people asking about VPS or web hosting. It's amazing to see people liking our service and wanting us to offer more. VPS servers and web hosting are something we're looking into. However, they will be a long way off.

We've always been big believers in quality over quantity. We want to get our billing and game panel into the best possible spot before our focus shifts to other services.

Ark: Survival Ascended

A lot of people requested we add Ark: Survival Ascended to our lineup of games. One person was so unhappy, they gave Kinetic Hosting an overall lower rating for not offering it :(

We've covered this before, so I won’t go deep into it. We would offer Ark: Survival Ascended if we could; our panel fully supports the game. It would be a button press to add it to the change software tab and offer it to you. Sadly, we can't legally offer the game due to a deal with the game's developer and another provider called Nitrado. This deal blocks any other provider from offering the game.

We know a few of you have seen other providers offer it. That's just them running the risk of legal action, or in the case of providers like Apex Hosting, due to them being owned by Nitrado.

We've already expressed how this sets a bad precedent for the industry and how it only makes things worse for the end user.

As much as we'd love to offer the game, it's out of our hands. As a small company, we can't run the risk of legal action. We hope you understand.

Kinetic Panel

Overall, the UI and layout of the panel have been well received. The two main things people had issues with were the schedule system and the backup system. I'll cover how we're improving them soon. Some people also wanted a mod installer to be added.

Schedule System

We did make some improvements to our scheduling system in Panel 4, but we knew it needed more. We had already planned in the upcoming Panel 5 update to make some big changes, and it’s good to see these planned changes requested here, as we know we're on the right path.

For the new Panel 5 scheduling system, we'll be adding in commonly used schedules that can just be toggled on and off, fixing it so tasks are not so hidden, and working on some improvements to show the panel's time/zone or have it update to your own. After Panel 5 is released, we'll be looking at adding new features to the system, such as running a schedule when x number of players are online or after a set action.

Backup System

A few weeks ago, we pushed out an update to our backup system. This redid the way backups are stored and made, speeding up the creation and restoring of backups. However, we have spotted a small number of you have run into issues with the new system. We are working on this, and in the next few Panel 4 updates, we will be fixing these issues.

When Panel 5 goes live, we also plan to add some new features, such as being able to restore set files from backups.

Mod Installer

This isn't on our Panel 5 roadmap but is now something we have planned. We don't have a set date, but based on your feedback, we'll try and get it out as soon as we can.

Support

It seems that most of you at some point have used our knowledge base, and we were very happy to see this is a useful resource for you. We will keep updating it over time to add more articles.

One of the key issues you pointed out to us was outdated articles and videos. While we know a number of our videos still have the Panel 3 UI, all our articles did get updated to Panel 4. So this was an odd one for us. That was until we spoke to a user and found that our old knowledge base was still being indexed by Google. So if you Googled a question about Kinetic Hosting, you would see our old outdated knowledge base first. To fix this, our old knowledge base URL has been updated to redirect to our new one.

As for the videos, we're working now on getting these all updated to the Panel 4 UI.

Live Chat

It seems a lot of you like the idea of a live chat for support added to the panel, so we're pushing forward with this being added. If an agent isn't online or can't reply to your live chat request in time, it will allow for you to open a ticket. We also have no plans on removing our current billing panel and Discord ticket systems. So if you don't like live chat, that will still be there for you.

Billing Panel

Our billing panel is something we've not been happy with at all. But as a small team, we have to focus on one thing at a time, and getting our game panel to what we consider feature complete is our main goal. So we were a little surprised to see that you all rated it so highly. It makes me more worried about what other providers are offering. :D

We still have plans to fully rework our billing panel, as we feel it needs improvements, even if people seem mostly happy with it.

Issues With The Billing

There were a few key issues people had with it. The huge list of packages in the upgrade and store section, the layout of some navigation menus, and needing to always provide payout info on affiliate requests.

An update went out last night that should improve the list of packages in the store and upgrade sections. We do have planned improvements for the navigation menus and overall layout, but that will come when we rework the billing panel. No ETA on this yet, but we'll keep you updated. Your feedback on the billing panel hasn't been ignored; we're just working on other things first.

Operations

It seems overall people are happy with the service we provide. We did see some comments from people unable to find the status page and the lack of status updates on the panel itself.

The new news page that went live on the panel the other day will allow us to push status updates at times of an outage. So you'll be able to see what's going on without heading to Discord. We'll also work on bringing a link somewhere on the panel to the status page.

Media

Overall, people seem happy with our media profiles. Apart from a lot of YouTube videos being outdated, as I said in the support section, we're working on getting these updated.

Website

Once again, overall good feedback. A few comments on news being posted to our main website—this is now a section you can find in the other tab. A few others mentioned finding it hard to find Lifetime packages. The more hidden Lifetime package is kind of intentional, as we're slowly phasing them out. (If you already have one, you'll never lose access. We just have been phasing out for new orders.)

Final Note

Good feedback on our branding; we're glad you all like our logo and overall style. There’s a bit of feedback in there that we'll act on, but this post is already too long for me to start talking about logos and brand colors.

Once again, thank you all for the feedback. We'll be keeping the form open for a few more weeks, so if you haven't filled it out yet, make sure to do so. I'm sorry if I didn't cover your feedback here; I tried to cover the most common things we saw. We've read every single response so far, you haven't been ignored.