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  1. #1

    Looking for svc with rock solid tech support

    We've been hosted by Verio for over 10 years, first VPS then Dedicated. Critical issue has been their rock-solid tech support. A recent incident of an abuse attack on my server convinced me they've gone from 10 to zero. They've offshored their frontline support staff and I got absolutely NO help and NO response on the support ticket. We're a non profit with limited resources for hiring our own experts so we absolutely need a hosting service that responds in a timely and helpful manner when problems crop up.

    So I'm looking for anyone's recommendations on this particular criterion. I've been looking at Servint, Fused Network, LiquidWeb. Any reports on experience with these guys' tech support or suggestions as to who's really reliable would be much appreciated.

  2. #2
    Join Date
    Jan 2012
    Location
    Singapore
    Posts
    112
    Quote Originally Posted by DrBB View Post
    We've been hosted by Verio for over 10 years, first VPS then Dedicated. Critical issue has been their rock-solid tech support. A recent incident of an abuse attack on my server convinced me they've gone from 10 to zero. They've offshored their frontline support staff and I got absolutely NO help and NO response on the support ticket. We're a non profit with limited resources for hiring our own experts so we absolutely need a hosting service that responds in a timely and helpful manner when problems crop up.

    So I'm looking for anyone's recommendations on this particular criterion. I've been looking at Servint, Fused Network, LiquidWeb. Any reports on experience with these guys' tech support or suggestions as to who's really reliable would be much appreciated.
    Rackspace would be a good fit for you. They are known for their "Fanatical Support".
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  3. #3
    Quote Originally Posted by CleverInternet View Post
    Rackspace would be a good fit for you. They are known for their "Fanatical Support".
    Thanks for the tip. Sheeow, they're expensive though...

  4. #4
    Quote Originally Posted by DrBB View Post
    Thanks for the tip. Sheeow, they're expensive though...
    Techs that actually know what they're doing aren't cheap!
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  5. #5
    Quote Originally Posted by RSNET-John View Post
    Techs that actually know what they're doing aren't cheap!
    To be sure, and my wife being one such I sympathize with the point. But we used to get more than adequate tech support for $500/mo. I'm hoping there are still some reliable services out there at that price point, though from what I'm hearing there's a lot of erosion going on. Maybe this is why...

  6. #6
    Join Date
    Jan 2011
    Location
    UK
    Posts
    132
    What location are you looking for, US?

  7. #7
    Quote Originally Posted by CJSS View Post
    What location are you looking for, US?
    Yes, East Coast. Our current machine is Xeon Quadcore w/8GB RAM, 300GB storage, and we're paying $500. Looks like that's a bit overpriced comparatively, but the tech support had made me reluctant to change.

    I've spoken with LiquidWeb in some detail about their support set-up and they sound pretty good. I've seen some comments indicating they might have fallen off their game support-wise, but mostly the report on them seems positive.

    My wife and I have a VPS on Servint that we use for our own sites, and that experience has been generally good though it's not exactly analogous to my work situation since my wife's a senior Unix sysadmin in her own right. But we had reasonably good assistance from them last fall when our MySQL upgrade went awry.

  8. #8
    Join Date
    Jan 2011
    Location
    UK
    Posts
    132
    How are those specs for you; do you need better specs, similar specs or maybe you need less?

  9. #9
    Join Date
    Jan 2012
    Posts
    192
    Quote Originally Posted by DrBB View Post
    Yes, East Coast. Our current machine is Xeon Quadcore w/8GB RAM, 300GB storage, and we're paying $500. Looks like that's a bit overpriced comparatively, but the tech support had made me reluctant to change.
    I you want a good support, you can try Swiftway.

  10. #10
    Join Date
    May 2009
    Posts
    312
    Heard many good things about LiquidWeb.

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