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★★★★★

“Support when it matters”

written by alan.n on 28/05/2013

Heart Internet were recommended to us by an IT company. Since joining them with a Reseller Account we have had first class service on every aspect from initially setting up the account through help and advice with sub domain and script installation to calls for support.

However, having just launched a new site earlier in the month that we were actively promoting for feedback, down-time and database connection issues suddenly became a concern that escalated last week to a serious problem for us.

Having raised a report ticket the response was fast unlike other hosts I have used. They were already aware of an issue and were working to resolve it. Unfortunately the database connection issues were re-occurring.

The reason I have given this review 5 stars is what happened next - when it really mattered to get to the bottom of the problem. The Agent took ownership of the problem, sought further advice and suggested a solution to resolve the issue in a manner that would have least impact on the website and visitors. A fix was planned for that night, they updated me twice on progress, and importantly provided me with feedback that addressed my concerns gave peace of mind regarding the outcome of the fix and potential for loss of data.

They are not the cheapest host but I'm a big believer that you get what you pay for. The real test is when you need support and Heart Internet can and do deliver in my experience.

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