If you use Burst.NET what opinions can you give about customer service (support) and uptime? Speed?

What are some pros and cons about them.

They have been taking some heat from these forums but it looks like everthing is going good.

I summarised my recent experience with them here: http://www.webhostingtalk.com/showthread.php?s=&threadid=23880 .

Overall I'd say that their emergency response capability ranks as poor (e.g. a PABX that goes down for hours at a time so you can't call them; emails that take hours to get a response; no system available to log an emergency response request; ...). Their network reliability I'd rank as good (occasional hiccups that can cause telnet windows to close occassionally, but downtime>1 min very rare). Bandwidth I'd rank as very good. Non-emergency support: good (good technical skills, but poor ticket tracking systems and processes).

With my first month with them closing soon, I think I'll be staying with them for now. It hasn't been a perfect experience by any means, but I've found it a reasonable service for a good price.

Sorry you had to go through that.
Thanks for sharing the experience.

<< emergency response capability ranks as poor >>

This is one of the main things we are working on actually.
We are putting into place an emergency reboot/pager form on our site for dedicated/co-lo clients to use, which will page the necessary staff members and admins on duty. This is being made available within the next 24 hours.


Regards,
Sean R.
BurstNET

Originally posted by Palm
If you use Burst.NET what opinions can you give about customer service (support) and uptime? Speed?

we use Burst.NET for our Cpanel/NOCsoft equipped servers and we have nothing but good things to say about them.

overall, you'll be happy with them :)

Originally posted by BurstNET
<< emergency response capability ranks as poor >>

This is one of the main things we are working on actually.
We are putting into place an emergency reboot/pager form on our site for dedicated/co-lo clients to use, which will page the necessary staff members and admins on duty. This is being made available within the next 24 hours.That's really great news, Sean! :) Both the reboot and the pager ideas are great initiatives. Might be hard to avoid customers abusing the pager thing though... Will you lock out customers from the pager system if they use it for non-emergency stuff and without trying phone/email channels first (because I bet some idiots will do this), or do you have some other ideas for avoiding this potential problem?

This will be done via a form that only submits to a script, so the reboot/pager email address cannot be emailed to directly....to avoid spam and other email not directly from the form. Any client that abuses the form, will have their access to the form revoked.
Each specific client will have their own username/password to access the secured form area.

Sean R.
BurstNET

Originally posted by BurstNET
This will be done via a form that only submits to a script, so the reboot/pager email address cannot be emailed to directly....to avoid spam and other email not directly from the form. Any client that abuses the form, will have their access to the form revoked.
Each specific client will have their own username/password to access the secured form area.

Sean R.
BurstNET

i love to see this, i hope you will email all clients when it will be ready. ;)

Getting late here, and the code is not 100% finished yet for this...so it looks like this will not be released until tomorrow afternoon now...we'll keep you posted...and yes all dedicated/co-lo clients will be emailed directly regarding this.

Sean R.
BurstNET

Sean,

Can you please take care of my ticket?

Burst are EXCELLENT. Been with them for 8 months. Apart from one slow-response they have always responded very well to any and all support questions asked. Even ones that appear 'stoopid'.

I would highly recommend them.

The only one downside is the bandwidth. More than 10gig inclusive would probably be very much appreciated, esp. with Rackshack's 300gig.

Kind regards
Dave
dave@myfreedomainhost.net