We have a server with Site5 at the NAC.net Data Center and had to contact them several times over the past few days. The answers are excellent but it takes between 1-3 days to receive a reply. Anyone noticed the same? I really think they need more support staff and/or phone support. :cartman:

3 days? Ouch... We have received responses usually in 24 hours or less from them. Though I definitely would like it if they had phone support available in the case of an emergency...

I would agree that they could probably use more support staff- Matt and Vince are definitely great, but if they could bring on some additional knowledgeable people that would be even better.

Yeah, I think their tech support is a bit lacking too. One thing I do like is when my server is down (I was one of the unfortunate servers on a faulty T-bar and power kept going out for 2 days) they get it back up ASAP. It's a heck of a lot better than with Interland where I had to wait on hold, talk to a sales rep, and then have them put in an order to the "engineers" to get it rebooted. Be careful what you wish for, phone support isn't always better. At Catalog.com their tech support is open 9-5, M-F, so if your server goes down at 5:01 on Friday... well, it's not fun.

I have always received a prompt reply from Site5. Usually less than 24 hours, and they have been there when my server has gone down, ***but*** I really think they should have a phone for emergencies, maybe not even a real phone, but something like a real pager that you can call from any pay phone or cell phone.

It is literally impossible to be next to a computer all day. If I am out on the road and I get paged because a server went down, I would be totally screwed. I would have to look for a place to go online to contact them. That is kind of absurd. All I ask for is a regular pager number where they can be reached during an emergency. :(