I am very unhappy with Site5 since I can't get anything escalated or discussed even for "paid support". So, once again...I am looking for a hosting solution.

I don't want to insult webhosters necessarily....but I need something that is more appropriate for serious business owners and the ability to get a higher level support (even paid) when necessary. I CANNOT tolerate vulnerabilities in the system (especially email) and lack of assistance trapping problems when they occur.

I have been surfing for information, but thought some folks may have some suggestions for my particular selection of requirements...

1. Linux
2. Keeping latest updates on most software
3. Ruby/ROR
4. More than 20GB diskspace and high bandwidth
5. 24/7 Support and Phone Support
6. Possibility of additional ADVANCED support (paid per hour??)
7.Reliability
8. I don't really "resell" to the masses, I just have several sites that I host so I have even contemplated the ole 15 domains with unlimited space.
9. Reliable Email....I've been a miffed by the Site5 CPanel software that I have had trouble with on two different hosting companies.
10. Backup options
11. EMAIL - I know I mention this twice, but I would even consider a separate server if I could secure it better than the Site5 configuration.

Any suggestions would be greatly appreciated. Also, if anyone knows of how to trace vulnerabilities in email on a hosted site (without the help of tech support)...I would appreciate that as well.

What's your budget?

I think that will depend on what I am getting...

but would like to keep it under $175 per quarter if its possible (mine now is quite a bit less)....but there are some tradeoffs that I am willing to take to make sure the site is reliable, fast and I can get paid (or advanced) support when necessary.

You should try to be very specific about the advanced support you seek--as this will help any pre-sales inquiries you perform. If you are very clear in the beginning, it will save a lot of time in the long run on both your part and any prospective hosts trying to win your business.

what sort of 'advanced' support were you seeking?

You should try to be very specific about the advanced support you seek.

My oversight...

Well, my current problem is that a spammer has access to my mailserver. I have a top Google site in a particular family oriented category and so I am very "visible". I've been dismissed at Site5 saying its my problem. Yet I don't have adequate tools to trap what is going on because its just a reseller account (and now one of my other accounts is having the same problem). I've updated software, I've changed passwords, I've removed unused software...but it is still happening on SEVERAL of my reseller accounts. I need support beyond whether the server is up or whether my site is up. Since it COULD still be something on my site, it would be nice if I had the option of paying for a higher level of support to help me debug it (like trapping or viewing outgoing messages for a period of time). I would "think" that this should be available to any host providing reseller services.

Also, when there have been glitches in the system or configuration, I would like to escalate it instead of being labeled as "low" severity and waiting 2 days for resolution. One reason for the need for phone support is that I really don't have 4 days to resolve a mail problem. For instance, Site5 suspended one of my accounts (I had repeatedly complained about needing help with someone accessing my mailserver...but the only tool I could use was viewing returned mail!!!!) It took nearly a week to get it fully functional again because I had to go back and forth with emails to try and resolve various issues caused by the suspension. (Technically, the site was up....just parts of it were disabled!!)

This might be fine to someone who has their own personal site....but I have a NEWS site....so to me (and to various others) the site is critical. It would be nice to call support and for them to take a fleeting interest in WHY I need immediate support....even if it is a problem with something on my site like a vulnerability.

I certainly don't expect to get support for "writing" ROR applications or such...but assisting with some site module installations would be nice.

I've considered a dedicated server.....and have had one in the past. But I don't have the time to maintain updates and my techi-ness is limited to software development.

So, I hope that gives a clue to what I need in support or "Advanced support" ...I'll expound more, but need to get my daughter to school.