Hello,

after reading in this forum how many people are recommending MCHost we got a reseller package there last week. Our sites and those of our customers are on the MCHost server since 3 days and were running just fine. Today we can't access any of the sites since almost 3 hours. They guarantee 99% uptime, so is this the 1% downtime or can we expect more downtime to come?

Also, how long does it usually take their helpdesk staff to reply to a trouble ticket?

Thank you
Blackbird

Hi,

They guarantee 99% uptime, so is this the 1% downtime or can we expect more downtime to come?

They guaruntee 99% uptime or your money back. So they don't actually guaruntee uptime, just that if they are not up for 99% of the time in a month then you get your money back.

They could be down every day of the year and still comply with the guaruntee.

Also, how long does it usually take their helpdesk staff to reply to a trouble ticket?

They are normally replied to within 24 hours as a rough estimate. might be a good idea to put up something on the forum.

Just for what its worth, i have used them for various projects and i have little or no problems with them.

- Cheers!

Originally posted by Blackbird

Also, how long does it usually take their helpdesk staff to reply to a trouble ticket?

It depends on your question, but ticket time has ranged from 1 minute to approx 4 hours for me.

Can you please let me know your ticket # at marc@mchost.com ? I don't think your ticket is open anymore, a staff member probably already resolved it, but i just want to make sure. Also, none of our machines had a 3 hours downtime this morning - we are monitoring all servers every 1 minute 24/7. One server was restarted for exactly 6 minutes, though. Again, please let me know the ticket # and i will be able to help you further :)

Also, if there are any problems you are not sure about, you can check our support forums to interact and talk with other clients.

Thanks for your reply guys!

Thanks Kiwi for pointing me to the forum. So far my biz partner handled the helpdesk and trouble ticket stuff and I just took over this morning after she alerted me about the downtime.

The sites are up now, and I checked out the MCHost forum and it's awesome! You guys seem to be at it! So it looks as if we can sit down, relaxe, and enjoy our new reseller package. :D

regards
Blackbird