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“Not what they used to be sadly...”

Written on: 09/05/2017 by Ryderr446 (1 review written)

I've been a VPS customer for a number of years now and in the beginning the service and support was amazing (I've written a five star review elsewhere) however that experience has change big-time.

Ticket response quality and response times are not great, the first response unless it's a simple Yes/No question has a tendency to be incomplete or inaccurate.

In my time their Disaster Recovery capabilities failed miserably resulting in restoration of websites that were outdated and required rework. While they apologised and provided a credit they were not proactive in contacting affected customers... as above I had to query a support response before they acknowledged that I was affected by their outage.

In their business that kind of failure is completely unacceptable but I stuck with them however as I've said the service has gone downhill. A further almost unforgivable failing was a year later when they couldn't restore a VPS (partial or complete). It took over six weeks to get a straight answer forcing for development rework. At the end the explanation was the same... "we've implemented a new solution so this doesn't happen again"

In fairness their pricing plans on VPS have been very reasonable however since their merger / purchase earlier this year their pricing will increase by 75% for my hosting plan as they now charge extra for managing the VPS... something that has always been part of their plans previously. Something they haven't communicated to their existing customers yet! I won't be remaining a customer as my experience is they don't actively monitored the VPS and now are planning to charge additionally for a service that is woefully unacceptable.

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