hey guys ,
I need some proper feedback on www.servermatrix.com . I have searching and seen quite some good threads on them . But i wish to know from people who have been using them for sometime .
How are they ? how is their support ?
What about their policies ? I will be switching my providers soon , and need some proper answers .
I had a chat with one of their representatives ... but was not at all impressed by his vagueness and unclear answers .
I will post them here ..... NOT TO PUT THEM DOWN , as I still intend to pursue them as a prospecive provider . But WOULD LIKE SOME CLEAR ANSWERS HERE , if not over a chat.
Every time I asked him something , he kept on telling me how busy he was answering to 14 other people on AIM .
With due respect , we all have to that with our customers ....but we do not run away from it , do we ? :(


ME: i will definitely read your TOS and AUP so
dont me there rigfht away . this is a important question :)
JeffReinis: sounds good
ME: what happens if any of my CUSTOMERS /
RESELLERS spam ? will i be notified immediately ? if so
how ? how much will you provide me for kicking the client off
?
ME: time
JeffReinis: by a ticket in our customer portal
ME: we will have reseller accounts under us , so it
may not be possible to keep a lookout
ME: all the time
JeffReinis: It depends on how bad of a spam
ME: TIME I will get ....
JeffReinis: it all depends
ME: if you can terminate the account yourself , no
problem with us
ME: as long as you send us a email
ME: clients i.e
JeffReinis: no that is your job
ME: ok , so what amount of time we will have ?
to do the needful
JeffReinis: we alert you you take care of the problem
JeffReinis: It depends on so many things
ME: see .... we live in different time zones than USA
JeffReinis: I have to run right now.
ME: great :p
JeffReinis: Please email the remainder
JeffReinis: to sales@servermatrix.com
ME: ok :(
JeffReinis: we normally answer emails within a few hours
JeffReinis: Thank You
ME: but a email cant respond like this
ME: anyway


So I need answers from people who are using Servermatrix as their provider ,
as well from a ServerMatrix Representative as well .

If 1 (or more) of your customers is (are) spamming, then that is your responsability I think, you can't expect from SM (or any other provider) to take care of your clients imo.

Had 1 spam problem in the past with 1 of my clients at the ServerBeach server, I would say that there is enough time to take care of the problem but you have to respond asap of course and solve the spam problem.

Although I only have experience with game servers with SM, I must say that they provide a very good service.

I feel he did answer your question also as it is going to make a huge deal on what all the spam was and how much of it there was in how much time they will give you. If someone is over and over sending mass amounts of spam and your not answering within a resonable amount of time this could be a serious issue. on the other hand if the person just sends one spam msg its much less of a big deal.

Well as far as ServerMatrix support... well they do offer a good support, even at odd times.

Although I have also felt that their pre-sales answers/chat/emails are not up to the mark as I also had some problems while ordering a server with them, but what is more important is support. We all very well know that mostly there are two different departments for support and sales... and I must say that their support is good... far better then the others!

Sir,

I am not running away from your questions but I am not going to provide you many of the questions you were asking by AIM. I stated if you want additional info feel free to contact us by email and I will answer them.

AIM really provides no trail to fall back on when you said, we said this. My email will.

I am sorry but I was on chat with you for over 30 minutes and had to run, that happens.

As stated if you want detailed answers to your questions please email us and we will reply ASAP. I see nothing wrong with that.

Thank You.

As has been stated, SPAM coming from your server will ultimately be your issue, not theirs. If they track it to your server, I would anticipate that they will try to contact you first, but depending on the severity, they might have to take actions before they can reach you. The same would be true for DOS attacks or worm infections ... they will try to contact you first, but ultimately, they have to protect their network for their other customers as well.

Another piece of info that might shed some light on things ... as of monday night/tuesday morning, Infinite Monkeys has added theplanet.com's address space to their blacklist due to spam. It's my understanding that theplanet is trying to work to get this cleaned up, but it sounds as though they've had a pretty severe spam problem that they're just now trying to clean up.

One, as Jeff said, this kind of exchange is far more suited for email, than AIM.

Two, as you just posted AIM conversations, I would, personally, want nothing to do with you.

Three, if you started out the conversations with talk about SPAM and concern about problems over SPAM, I would immediately be suspicious and concerned that you had previously had SPAM problems and not addressed them satisfactorily for your last host. The minute a potential customer over-emphasizes concern over being suspended or terminated for SPAM or starts to protest how he was unfairly treated on SPAM by another host, or swears he has been unfairly targeted because all his lists are purchased opt-in lists or any other SPAM defensive arguments, I lose all interest in that customer.

Fortunately, Jeff is more tolerate than I am, so I would encourage you to approach him professionally and outline your questions in an email.

This is what I like about ServerMatrix the most.... "YourHost" is always there to answer you... ! :)

Don't think much... ServerMatrix is a good choice... rather best!