I moved my websites - which consist of 2 live client sites, our own website, and 3 test/pre-production sites - all but one based on Wordpress, from a Canadian VPS provider to WiredTree about a month ago. This was done because of a few outages with the previous provider and the need for a more managed solution. We intend on keeping very few websites on the VPS; it is not intended to generate profit, but just provide hosting for a few high-value clients as well as our own internal projects. We are planning on adding a new Wordpress-based website to our server, developed by a 3rd party, on behalf of a partner. But some recent issues, along with an overall "iffy" experience, has caused us to take another look at our choice. But I'm hoping to get an idea from the community if we are expecting too much or if we should be looking elsewhere.
Just so everyone is aware of the troubles we faced, as I'm sure you will ask. Point form:
1) On the day I signed up, Dec-3, I received an email notification to let me know the parent node had to be rebooted for kernel updates on Dec5. I understand this is required and I'm fine with it. Then I received a notice on Dec5 that during the maintenance an issue was found, but no further update after that indicating resolution.
2) On Dec20, I received an email notification that the server required rebooting due to hardware issues. Then a subsequent email advised me to disregard the notification as it went to the wrong list. Not a big deal, but a bit worrying when a company can't get their notifications right.
3) On this past Thursday, I received a couple of complaints that my website and that of a client was slow to load. Turns out, all of my websites were slow to load. I opened a ticket and was advised that the problem is caused by excessive usage from other customers and that they are working to curtail the usage. After a few hours, the issue was resolved and response time returned to pre-issue averages.
I ended up sending a follow-up email to their VP of Customer Service, simply because of the timing of his email to me the previous day (clearly, an automated 1 month checkup email). The email detailed the problems I had faced. It was forwarded to someone else in the organization, who sent me a list of tips and tricks for optimizing Wordpress websites. Completely ignoring the fact that the issue was entirely no fault of mine.
It honestly feels like the node I'm on was/is oversold. I don't know a lot about how VPS' work, but I've always assumed there was a way to restrict how much resources any one client is able to use. Clearly, that's not the case here. Normally, I would just let this go and leave it be. But the client I'm looking to add is an established website with more volume than my current websites. If I add them and run into this problem again, it's going to cause me serious problems with the relationship (they are moving from a provider who is non-responsive and difficult to work with).
So now I'm wondering if I should go with something like Future Hosting and their Future Engineer Pro solution. I just want my websites to work and not have to find out about problems from my clients. Any thoughts or suggestions?
PS: WiredTree support has been very good. This is my second time with them, and the first time was awesome. Moved away only because we stopped providing hosting services and moved to a less expensive option.
Sorry to hear you weren't happy with our response to your the followup email we send, the tips are only meant to help, but I'm glad to hear you have been with our support in general. Our nodes are definitely not oversold. I'm glad we were able to address the temporary performance issue you had this last Thursday for you. If you can send me your ticket ID I can have your situation reviewed so I can see if what we can to do to prevent future issues.
█ Zac Cogswell
█ WiredTree Fully Managed VPS and Dedicated Hosting | Average Helpdesk Response <15 Minutes, 24x7 Instant Phone Support
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█ zac @ wiredtree.com | toll-free: 1.866.523.8733 local: +1.312.447.0510