How do those of you on the Alabanza network rate thier support?

1) Speed of response
2) Coverage (24/7 ?)
3) Quality of support staff

Alabanza has some good support. They usually reply by the end of the business day and into the evening. Though, I feel that they are suffering from the growing pains of getting larger too fast. Their replies, though prompt, tend to be sort of basic and often times inaccurate... or many times they don't understand what you're problem is. I find that if I have any problems that require more than absolute tech knowledge, that I have to wait for something to get to level 2 or 3. This can take days, and sometimes a week or more. That's the frustrating part.

Most of this though, will depend on how technical YOU are. If you need real basic support, you'll probably be pleased. The more advanced you get, the more dirty thoughts you'll have about Alabanza and their support protocol.
=)

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Phillip J. Crane
Business Development
DomainBuilder web hosting services
DomainBuilder.net (http://www.domainbuilder.net)

What about evenings/weekends - what sort of cover other than emergency cover can you expect?

They are there 24/7. We've found that phone calls on the weekends get better responses than email, which we generally use if we have questions/problems. Our turnaround time on email fro them has been running about 24 hours. If it's urgent, a phone call gets it resolved pretty much immediately.

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Annette
Hosting Matters, Inc.
http://www.hostmatters.com

[This message has been edited by Annette (edited 08-06-2000).]

Originally posted by JimmyBoy:
How do those of you on the Alabanza network rate thier support?

1) Speed of response
2) Coverage (24/7 ?)
3) Quality of support staff

If I remember correctly, they use to promise you a response within 24 hours or you got some money back... I don't see that on their site anymore. But you usually get a response back 24 hours although most of the time the response says we are looking into it. Our experience has been that it takes them 2 - 5 days to resolve the problem.

They have 24/7 coverage thought I would not count on a response on the weekend. Every ticket we have sent in on the weekend was not responded to until Monday. I think the 24/7 support staff is just for server wide emergencies such as the server failing.

The quality of their support staff sucks! You can always count on them answering the wrong question or not answering the question at all the first time. It takes a few rounds for them to comprehend what is going on. Then you hope that it has made it to level 2 or above.

They also promise you phone support then they try to sell you their package... However, you will be able to get through to a tech support person about 10% of the time you call. Every other time the receptionist will just input the ticket for you.

Overall, we have been very disappointed with Alabanza's support and would not recommend them. Currently, the only reason we are staying with them is because of the deal we got on the server. Once our year is up we will be leaving unless things change.

Scott

I think their support guarantee is at: http://alabanza.net/ourguarantee.html

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