My only contact with them has been to send one inquiry to Sales, to which I received the response:

"answered this in another ticket already...closing this one..."

Yet there was never another inquiry, and I never received a response to my question. This was disappointing.

Would this also be an example of their tech support or are they reliable? I am just trying to make sure that I make the right choice.

For anyone that uses Nocster, can you tell me:

1) What is the average first response time when you submit a support ticket?

2) Are support issues resolved quickly?

3) Do you feel satisfied when a support issue has been resolved, or was it a frustrating experience?


Thanks :)

Search the forum and you will find burst.net and nocster to be probably more loved and hated than most any firm. They seem sometimes almost schizophrenic. And the good and the bad seem to come in waves. Recently, they have had a lot of turnover in employees, which generally would create problems to be followed by either improvement or deteriorization. Frankly, it will be difficult to reach a decision based on such strongly mixed reviews. The only way to decide for yourself is to try them.

Please email me your ticket # at sean@burst.net.
I'll look into the issue for you.
It may have beem myself that closed that ticket, as I went thru and answered a bunch of sales tickets this morning, and did respond that way to some duplicate tickets...

Warm Regards
Sean R.
BurstNET
System Administration

I really like Nocster but the support leaves a lot to be desired. I haven't submited many tickets at all in five months but I did last week. Somehow none of the techs could find the ticket number to take care of the issues I had. It was very frustrating and I don't think I will rely much on Nocster support from now on. To be honest I don't expect much along the lines of support for the prices the charge though.

Andrew

1) What is the average first response time when you submit a support ticket?
Support tickets - anywhere from 2 hours to 2 days.
AIM Support - anywhere from 30 seconds to 15 minutes
Phone support - 5 seconds every time

2) Are support issues resolved quickly?
When I used their virtual server plan, yes. I'm using their dedicated server now, and got them to upgrade my kernel, and run a bad blocks test on the HD within 10 minutes of asking.

3) Do you feel satisfied when a support issue has been resolved, or was it a frustrating experience?
Phone/AIM support: Satisfied
Ticket support: half of the time satisfied, half of the time, they take too long

- Matt

I do like nocster mostly 'cause of their scsi servers & sprint connection (fast to europe).

Their support is just ok.
AIM answers fast (only technical questions).
E-mail support isn't that good ... but I think it's alright/normal considering what I pay. I don't expect rackspace support for $120/m
I never tried to phone them ... officially nocster doesn't have phone support as far as I know.

For the price you pay, you shouldn't expect much support at all. When I was with Burst I never even needed to use support, only requests for new IPs and that's it.

Just think of it as a colo-server - you are on your own. You will learn faster, and it will give you more experience with server management.

it's a bit slow, but they know what they're doing and usually get it fixed after the first ticket.