I am considering ordering a P4 server with pwebtech's new creation, Dedicated Now. I was just wondering if I could have some feedback from current customers with regard to support, uptime etc.

Thanks :)

And what about their tech support? They claim to provide it 24x7, but a trouble ticket that I created with them more than a week ago still hasn't been addressed. Is there any support that is provided over phone or online chat?

I was just told a few minutes ago that NO they do not supply phone support.

uptime has been fine so far, though it is too early to judge. as for support, you can call NAC technicians to get your box rebooted - usually takes about 5 mins, perhaps less. as for their ticket system, i have received helpful answers on several occasions where i have needed their cooperation, though i am not a high-maintenance customer and usually do stuff myself.

so far, would highly recommend them.

cheers,
paul

I too would recommend them, but havent had too much need to request support yet.

Out of the times i have requested support, it has been answered within an hour, with the last time being within 5 minutes.

But yes, i have been happy with the service provided.

DM :)

Dedicatednow just told me that no phone or online chat support is provided. Email only. Oh well, one company less to choose from.

Dedicatednow just told me that no phone or online chat support is provided. Email only. Oh well, one company less to choose from.

APC reboot port, or emergency reboot telephone support.. pretty fast email support if you needed it - Thats all I need, no need for online chat or long winded phone conversations, a simple email explaining any issues is much better than telephone support most times as you get your point across better and have a log of it - Good or Bad? I say Good :-)

So not using a IM proggy or phone line is a plus?

So not using a IM proggy or phone line is a plus?

I personally do not see it as a minus... but be realistic.. you pay more $$ you get more features.. and that usually includes phone support and online IM etc.. end of the day, you get what you pay for and if thats not suitable.. you must find another provider that does meet your requirements :D

I personally prefer the network over the other similarly priced provider in scranton, and that is what is important to me. :D

If a ticket has been open for more than 1 day there is a reason why, and most likely it isn't technical and somethign related to what is coming soon or had to be delayed. Please pm the ticket # you are speaking about as ALL tech issues get answered promtply.

Originally posted by alosito
And what about their tech support? They claim to provide it 24x7, but a trouble ticket that I created with them more than a week ago still hasn't been addressed. Is there any support that is provided over phone or online chat?

While I agree that I do not need phone support and rarely want or need it as I am fairly low maintenance customer. But when I submit a request ticket for something to be done and am told it will be done and it isn't 3 days later, and I send 2 more emails and a phone request and it is still not done for 2 more days. I do not like being told on my second phone call and 5 days later we do not provide phone support.

It is the attitude of it.

Well I don't think I am going to get a reply to my sales email until Monday, so maybe someone here could help anwser these questions.

How far does the management of the server go? For example, will Dedicated Now handle security patches, kernel upgrades, PHP upgrades etc. and will they recover the server if it goes down? Do they monitor the server 24/7, and then provide the recovery service?

That request has been done for a bit. And that is correct we do not provide phone support.

Originally posted by Monte
While I agree that I do not need phone support and rarely want or need it as I am fairly low maintenance customer. But when I submit a request ticket for something to be done and am told it will be done and it isn't 3 days later, and I send 2 more emails and a phone request and it is still not done for 2 more days. I do not like being told on my second phone call and 5 days later we do not provide phone support.

It is the attitude of it.

The reqeust was done an hour ago the original request was made a over week ago and promised Tuesday or Weds 2 other request were made by email and 1 by phone to get it done when it wasn't and was promised again and not done till an hour ago after a second phone call.

How far does the management of the server go? For example, will Dedicated Now handle security patches, kernel upgrades, PHP upgrades etc. and will they recover the server if it goes down? Do they monitor the server 24/7, and then provide the recovery service?

I highly doubt it.. they will answer support emails and provide the answers to your questions regarding the server, OS, maybe even cpanel - perhaps if you asked they might upgrade your kernel,... but I wouldn't expect pro-active server management..... you need to pay a lot more for that. I do not need any of those services so I don't know fully waht they would do, perhaps Jayglate will explain a little better for you.

Server monitoring is up to you too, there are many good monitoring systems available, even use someone like alertra or websitepulse for that.

If you need all those management features, you need to look at paying quite a bit more per month I'd say. :)

Originally posted by rochen
How far does the management of the server go? For example, will Dedicated Now handle security patches, kernel upgrades, PHP upgrades etc.
You'll need to work with a good sysadmin for all that. They'll give you the server, but you need to admin it.
and will they recover the server if it goes down? Do they monitor the server 24/7, and then provide the recovery service?
This should always be your area. I could never trust anyone else with this aspect of the business. Use Alertra.com. It's up to you to recover the server if something goes amiss.

~~ slightly OT - If there are any good server admins out there looking for a good business. A good market exists in offerring outsourced server admin and emergency recovery services. $100/mth/server is an acceptable amount to charge etc. :)

We currently pay around $350 per month for managed services, however I just wasn't clear about how "managed" dedicated now was.

Well I just placed my order for a P4 server, some extra RAM and a second hard disk with Dedicated Now. Will keep you all posted about how it goes :)

... now to see what server is better, the DV2 one or the NAC one :D

I find communication from DN to be slow. I havent had any need for support yet, but mainly any sales questions or just general queries sent to them seem to take rather long.

I filled out the form on their web page over a week ago and still haven't heard back from them. Oh well their loss

I emailed matt@pwebtech.com, got a reply within a few minutes, several times. I also spoke with them on the phone :)