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  1. #1

    AllManaged, 2 Hours = 70 Hours

    This has been a very bad week for me at Allmanaged. This is not a thread to bag them, I have been with them since the start and their support is usually quite good, but this last week has been very bad!

    My hard drive failed around about the 28 April 2pm +12EST.

    I alerted AllManaged and did not recieve any response until 29 April 12.30pm +12EST. This was not their fault, as my mail server had gone down with the hard drive. I contacted them via my new email address on another server. I was told by support my new hard drive would be installed on 30 Apr 2005, 5.55 PM EST.

    It was not until 02 May 2005, 11:16:08 PM EST that I was asked to "verify your ip adrress and login details, before we can proceed."

    a few tickets back in forth later (to verify whether i wish to continue with a backup) I had told AllManaged support at 10:30:54 AM EST 3 May, that I had no backup and server details etc.

    It is now 3:44pm and I am yet to get any reply, nor is my server set up.

    Do you think this is acceptable?

    After all they

    "guarantee hardware replacement within 2 hours of failure." This has cost me a considerable amount of time and money.


    Another problem I have is that they say "1. How is my site monitored?
    We monitor all shared, reseller accounts, as well as all dedicated and unmetered servers with our Nagios monitoring services. All servers are checked in 5 (five) minute intervals, with proactive support dispatched the minute a service is found to be down."

    On the 25 Apr 2005 I recieved "Downtime total 11 hour(s) 9 min(s) 13 sec(s).", after submitting a ticket my answer was "Server seems to be down. Please stand by while we are rebooting the server for
    you."

    This is not an isolated experience in regards to my server going down.

    How proactive is that?
    Last edited by FULLAMHRD; 05-02-2005 at 11:50 PM.

  2. #2
    Join Date
    Jan 2003
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    Canada
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    It could be that the install techs were not in, and the ticket was booked to someone that didn't get a chance to finish. It could be many factors.

    While it sucks on your part, no doubt, Sagonet/allmanaged are -always- fair when things don't go 100% perfect. Simply contact [email protected], or even give sagomatt on here a dingle, and i'm sure they'll fix things up for you with this, be it with some credit, or otherwise.



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  3. #3
    Join Date
    Jul 2001
    Location
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    "1. How is my site monitored?
    We monitor all shared, reseller accounts, as well as all dedicated and unmetered servers with our Nagios monitoring services. All servers are checked in 5 (five) minute intervals, with proactive support dispatched the minute a service is found to be down."


    If this is what they state on their website, then you do have a right to be disappointed if they didnít proactively investigate your server when it went offline. May be their Nagios monitoring service didnít pick up that the server was down?
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  4. #4
    Originally posted by Hostworkz.com
    "1. How is my site monitored?
    We monitor all shared, reseller accounts, as well as all dedicated and unmetered servers with our Nagios monitoring services. All servers are checked in 5 (five) minute intervals, with proactive support dispatched the minute a service is found to be down."


    If this is what they state on their website, then you do have a right to be disappointed if they didnít proactively investigate your server when it went offline. May be their Nagios monitoring service didnít pick up that the server was down?
    My Power Supply also failed on the 25th of April which needed to be replaced. This resulted in a Downtime total 2 hour(s) 12 min(s) 47 sec(s). Again, there was nothing proactive about it, I had to contact AllManaged myself.

    To be fair, 30 Mins of that time was due to AllManaged replacing the Power Supply, they also responded to my ticket fast, but thats not the point. If I didnt have my own network monitoring setup, my downtime would have been more.

  5. #5
    Join Date
    Oct 2002
    Location
    In a house
    Posts
    949
    Hello,

    Please contact me directly with a bit of information, just a ticket number would suffice, so that I can track this matter down for you, and take care of things both internally and for you as well. This is completely unacceptable, and not how our operations are handled. I apologize for any wrongs on our part, and will investigate them immediately upon your contacting me.

    Thank you,

  6. #6
    Thankyou Matt,

    Everything has been sorted now and server is up .

    Like I said, AllManaged usually do provide very quick and helpful support.

  7. #7
    sagonet.com's support too slow. If you get problem with server and if its down, they make you wait 3-7 days. Also they usualy ignore your update requests. Very poor service.

  8. #8
    Join Date
    Oct 2002
    Location
    In a house
    Posts
    949
    Originally posted by Togy
    sagonet.com's support too slow. If you get problem with server and if its down, they make you wait 3-7 days. Also they usualy ignore your update requests. Very poor service.
    Hello, I'll ask Adam to update the ticket on this one from the admins working on the server failure and upgrade request. In fairness though, reviewing the tickets preceding that one, I see your reboot requests were being worked on in under 15 minutes, but the hardware replacements / requested upgrade is taking a longer than normal timeframe. I'll have someone update your ticket, or if you're able to call the DC, please use the emergency number to speak with the admin working on the data transfer.

    Thank you,

  9. #9
    Ive had terrible experiences with sagonet, support takes days, they dont find all the problems, tooks me to find a few of the problems, seems the techies dont know much, ive had so many problems since ive had my sago box, they are generally good if you dont need support, as the network etc is brilliant, but god help you if you need support in any way.

    I have been offered compensation, for which i am grateful, but it just seems to be one problem after another.

    Maybe they can sort something out to make support better, i hope so
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  10. #10
    Join Date
    Jun 2004
    Posts
    1,958
    Seems I wont be getting my next server from SN then...

    Dang that sucks, support seemed friendly and fast when i enquired.
    It's Scott!

  11. #11
    Join Date
    Dec 2003
    Location
    Chicago
    Posts
    475
    Camers - if you let 1 or 2 bad experiences make you decide against a host, then there will be no hosts left for you. If I posted the amount of positive experiences I had with AllManaged, I would have double my post count now. But in all seriousness though, Matt came onto these boards, explained the situation, apologized for the inconvenience and said he would take care of the situation. It appears he did.

    -Chris
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  12. #12
    Join Date
    Mar 2002
    Location
    USA
    Posts
    38
    We have had excellent response times with allmanaged. We have not had any major issues and all our requests have been very routine.

    Originally posted by gmunday
    Ive had terrible experiences with sagonet, support takes days, they dont find all the problems, tooks me to find a few of the problems, seems the techies dont know much, ive had so many problems since ive had my sago box, they are generally good if you dont need support, as the network etc is brilliant, but god help you if you need support in any way.

    I have been offered compensation, for which i am grateful, but it just seems to be one problem after another.

    Maybe they can sort something out to make support better, i hope so

  13. #13
    Hey matt! Just got a question as to why you're so quick to respond on WHT and no one fro Allmanaged reads your own forum? I made a post on WHT and your forum. My post on WHT was responded to more than a day before my post on Allmanaged's own forum.

    Also, reading the responses to my post, there seem to be a lot of customers having the same problems:
    http://www.allmanaged.com/forums/showthread.php?t=138

    Have you taken on too many customers without hiring enough GOOD support techs?

  14. #14
    Join Date
    May 2005
    Location
    Southern California
    Posts
    23
    I know I'm new around her, but I've hosted with a bunch of companies and allmanaged has been the best of the bunch. I've only been with them for about 7 weeks, but I am continually amazed at how quick they respond to my emails. No one is perfect, but I appreciate their openness and honesty when there are issues. And best of all, they always treat me with respect and patience. Just my humble opinion, but they are great!

  15. #15
    Join Date
    Oct 2002
    Location
    In a house
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    949
    Originally posted by doublej
    Hey matt! Just got a question as to why you're so quick to respond on WHT and no one fro Allmanaged reads your own forum? I made a post on WHT and your forum. My post on WHT was responded to more than a day before my post on Allmanaged's own forum.

    Also, reading the responses to my post, there seem to be a lot of customers having the same problems:
    http://www.allmanaged.com/forums/showthread.php?t=138

    Have you taken on too many customers without hiring enough GOOD support techs?
    Typically, early in the week are busy times for me, and I respond to things on as quickly as I can. I also don't feel the need to respond to 50 different places immediately. I didn't respond to your thread on the forums, because I had addressed it internally, and on WHT when I was IM'd with the thread to begin with.

    The remainder of the posts, were something that I have spent a lot of time researching for any other comments like that, and could find none. But what happened when those comments arose?
    We had immediate staff meetings with our teams. The issues were addressed with each shift, for full review of all tickets and to ensure reliable service as our customers have come to expect is always provided. You immediately replied to my post "Just a quick note here to hopefully conclude this ticket. I've spoken with the tech managers and team leaders regarding this thread, and immediate efforts will be put forth to ensure all issues in tickets are handled promptly and with complete resolution. Up until now, I hadn't heard of any unresolved issues, so please to those who are effected, realize it will change, but unless we know something's wrong, we can't fix it We're here to help, listen and support our clients, so if there's something that needs to be addressed, please always let us know, otherwise we don't know that there's problems that exist. " within a a few hours

    But you didn't post here until 3 days later.

    We all get wrapped up in things and when there's problems they're dealt with swiftly and effectively. But as I mentioned, until a problem is *known* it cannot be addressed.

    Thank you,

  16. #16
    Join Date
    Dec 2004
    Posts
    258
    Hi Matt! I relly planned take server from AM, but today I was on the your site (allmanaged.com) It was Live Help ONLINE I open window and wait 35 minutes!!! Nobody answer me! If it's will happy, ehen I became your customer!

  17. #17
    Thanks for your response. I just wondered why you wouldn't post a response for other customers who had the same concerns on your forum. I'm sticking it out with AM because I believe you guys will improve your support.

  18. #18
    Join Date
    Aug 2002
    Location
    Seattle
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    FULLAMHRD,

    If you did not mean to "bag" them you would not have made this post.

  19. #19
    Join Date
    Jan 2003
    Location
    Canada
    Posts
    4,845
    Originally posted by doublej
    Thanks for your response. I just wondered why you wouldn't post a response for other customers who had the same concerns on your forum. I'm sticking it out with AM because I believe you guys will improve your support.
    Their support is fantastic, i've never had a issue with it. There was once that I think it was Chris did a reinstall on our newly setup xeon at 3:00 am for them. In a hour and a half he had sent me new login information. A couple hours later we contacted him regarding some BIND issues, and they fixed them up within around 20 minutes.

    What happened in your case was simply that one of the guys dropped the ball.



    ~Francisco
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  20. #20
    Join Date
    Dec 2002
    Location
    Death Valley
    Posts
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    Originally posted by holyway
    Hi Matt! I relly planned take server from AM, but today I was on the your site (allmanaged.com) It was Live Help ONLINE I open window and wait 35 minutes!!! Nobody answer me! If it's will happy, ehen I became your customer!
    Hi Holyway,

    When was it you were on the site?

    I know for a fact that there were 2 operators on the live chat all morning long...and I myself had 11 chats total today with prospective clients.

    Also the live chat feature on the site is used specifically for pre-sales, sales and marketing questions...not for tech support.

    Hope that clears some things up...and feel free to contact me personally if your still interested.
    Jason Brozena
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