It was setup quick and I had a few simple questions early which were answered quickly. Within a month the Windows gets some fatal errors and then it is no longer able to boot on its own. I was given options to go with Administrative Assistance which could take much time and money, or just do an OS Reload for $25. I went with the reload because it wouldn't take me long to set things back up. I put the ticket in on Thursday afternoon and on Monday I return to see that the server is ready to go, or atleast I think it is. I try to setup some VPSes with Plesk and here comes problem #1. The Plesk templates were not installed into Virtuozzo so I have no Plesk (a key role of this server). So I make a couple VPS and try to test things out. Here comes problem #2. The person who setup Virtuozzo also forgot to put in extended terminal server licenses, so I can only have two Remotes open at a time. Huge problem since 8 people in their office need to be on this server at one time.
So it is more than a week later and they still haven't fixed the problem. They knew Virtuozzo had to be reinstalled and somewhere in there they install a newer versions which causes Virtuozzo to crach and now they cannot uninstall it. They have had to open a ticket with SW-Soft. I haven't gotten any response from SM since I was told about this issue last Friday.
It would have made sense to me to just do an OS reload if you cannot get the one software package on the server to respond, instead of opening a ticket with another company while your customer just sits and waits 3 days while his client is chewing him out about all this.
Anyway, I just want to see if this is normal for someone to take over a week to get your server back up and running for you. I have had to refund my client the full amount for the month because they have lost a lot of money during the downtime.
The really sad thing about all this is everything was going so well that my client was ready to purchase atleast 4 more of these servers. Then this happened. I don't think I want to risk giving back a $2,000+ refund, so we'll have to see how SM decides to handle this.
Does anyone know of another company who offers similar packages. Windows 2003, Plesk, unlimited bandwidth, and Virtuozzo are a must have.
Just to give everyone an update. I came in this morning and my trouble ticket said the reload was done and I would not be charged for this one. So I long in and create a VPS to make sure that Plesk is going to work properly, and what do I find? They didn't install the Plesk Application Template AGAIN!!! I checked to make sure the I could do mulitiple RD connections, and they did get this part right.
I'm still looking for some other providers out there. Email me or IM me if you know of some.
I would not purchase servers from ServerMatrix like that. I don't see them as being a high-end provider. You can get a lot more for a lot less elsewhere, and not have to put up with bad customer service or already saturated cogent bandwidth.
SM got it back the server back up and running properly this afternoon. During all these problems they upgraded to a new version of Virtuozzo which turned out to be a problem. The newest version has a bug that doesn't allow the automatic installation of the Plesk Application Template so it has to be manually installed. Once they figured this out they manually installed it and all is well.
I will be purchasing a couple more servers and I will definitely look at the other two companies mentioned here. Thanks.