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“Sadly I have to give up on them after many years service”

written by MilagrosQuinn on 15/02/2016

I have been with Heart Internet as a reseller for many years and have largely been satisfied with them. Websites can be a bit slow, support a bit hit and miss, but generally okay.

However in the past 3 months - oh dear!

I have been paying extra for the overnight snapshot backup service and it has been at best unreliable. Backups failed on some domains for days on end, new domains not added to the backups (when it should be automatic), restores not from the correct datasets etc. Pretty bad stuff when you are reselling this to your own clients. Support have been at best hopeless. They are evasive, never giving a proper explanation of the fault, constantly batting back tickets as fixed when they are not, etc. Generally taking no responsibility for the ongoing problems or taking the issue seriously. There is also no escalation path beyond technical support, who frankly dont give a flying... I have repeatedly asked for my problems to be escalated to someone with authority to make sure that these things are properly investigated and tested, but they always refuse.

This last week has been the last straw. A simple power failure in their data centre (despite proudly claiming to have full redundancy in place) caused utter chaos. All my sites were down for 8 hours while they tried to sort themselves out. No (or not tested) redundancy in place, totally ineffectual and under resourced disaster recovery plans. They are clearly not the professional outfit they claim to be, and appear to be running on a shoestring.

And guess what, after all of that chaos, loads of my site backups are again failing every night and I'm told they are too busy to sort them out. I have multiple live production sites that have now gone unprotected for nearly a week. Yes, I know I can (and am) backing them up manually, but that's not the point. I am paying for a service they simply cannot deliver.

Sorry guys, but they are just too much of a risk to a small reseller business like me who cares about the service I provide and the responsibility I have to my customers.

I'm sure I wont be the only one planning to move away from them in the coming weeks....