Web Hosting Talk : Web Hosting Main Forums : Dedicated Server : The Planet - Great Response to Server Outage

[sirius]

I was out of town this afternoon when one of my critical Windows servers took a dump. Before I received the notices from WhatsUp and RedAlert, my cell phone rang. It was Cody with The Planet advising that my server was not responding to ICMP or services polling. He had already opened ticket 799389PLNT and was going through the "chain of command" in my escalation setup (which entailed phone calls to about 6 people....).

Within a few minutes, he had identified the issue, rebooted the server and called me back to let me know it was back online. I was in a bit of a jam, as I could not get CDPD coverage from where I was and had no way to access the box.

Although some folks may expect this level of service from their provider, this is a completely non managed server (with NO management plan on it) that they jumped on to ensure that it was back up and running.

Although, I too have had problems with The Planet, my hats off to them for going above and beyond on a Holiday weekend.

Sirius

[hoststylez]

That is good to hear especially since all the bad support threads I have been reading about. Another thumbs up for ThePlanet

[bahn]

That's absolutely amazing for no management options.
Prop's TP

[Eleven2 Hosting]

Maybee they have it confused?

And you are getting management for free?

[Pheaton]

Originally posted by Rodney-E2
Maybee they have it confused?

And you are getting management for free?

Looks like it.

How much are you paying? We're paying into the thousands each month, and I would be surprised if we ever got that kind of service.

[niyogi]

Rock On ThePlanet!

An exclamation point at the end of your thread topic would have helped though - since I though this was sarcastic. Very awesome though.

Roj

[Eleven2 Hosting]

Ya seems like great service all needs to offer.

[amps]

All SM/TP customers have a "escalation procedure" you can define when a server is down.

Although I have never needed it to be followed yet, I set one up anyways in hopes that someday I will receive the support Sirius did when something happens and nobody is in the office.

Even with a single server at TP (one of our whats up machines) it's nice to know they actually follow the procedure you give them when things go wrong.

[sirius]

Originally posted by Pheaton
Looks like it.

How much are you paying? We're paying into the thousands each month, and I would be surprised if we ever got that kind of service.

As someone has already pointed out, you can define an escalation procedure for each of your servers.

Sirius

[layer0]

My guess is that within several months ThePlanet will have excellent support and these complaints on WHT will vanish.

-GSV

[mripguru]

Originally posted by elix
My guess is that within several months ThePlanet will have excellent support and these complaints on WHT will vanish.

-GSV

Then what are we going to have to talk about?!

[ferzan]

hen what are we going to have to talk about?!

probably managed.com

[frankiee]

Maybe this is why there was a hike in the prices in the low-end servers, for better support.

[Deepbluehosting]

If you read thier site they are adding new features to thier support it all starts august 1st.


The Planet RealTime Server Deployment

Delivering the fastest server deployment in the industry, The Planet RealTime servers are available within minutes of the customer’s first call or online order to The Planet. The Planet RealTime delivery offer comes with a guarantee: if the server is not fully deployed within 30 minutes, the setup fee is waived.

The Planet RealTime Automated OS Reload

Users of The Planet’s OrbitSM management system can initiate and process operating system reloads remotely without physical access to their managed servers. Available to all Orbit accounts 24 hours a day, 7 days a week, 365 days a year, this feature allows customers to respond instantly to emergency situations where it is necessary to wipe and completely reload a server without the assistance of technical support.

The Planet RealTime Account Transfer

A one-click solution will be available to transfer instantly the management of a specific server from one Orbit account to another. This will allow any Planet customer with an Orbit account to take over all management responsibility of an existing server, with no customer downtime.

All The Planet RealTime solutions are accessible through Orbit, The Planet’s world-class customer portal and management system. Orbit leads the industry in simplifying account and server management and is designed to enable easy-to-use remote server management and maximum customer control.

Lynn, who recently joined The Planet, is leading the development effort of The Planet RealTime initiative.

[mripguru]

Originally posted by Deepbluehosting
If you read thier site they are adding new features to thier support it all starts august 1st.


The Planet RealTime Server Deployment

Delivering the fastest server deployment in the industry, The Planet RealTime servers are available within minutes of the customer’s first call or online order to The Planet. The Planet RealTime delivery offer comes with a guarantee: if the server is not fully deployed within 30 minutes, the setup fee is waived.

The Planet RealTime Automated OS Reload

Users of The Planet’s OrbitSM management system can initiate and process operating system reloads remotely without physical access to their managed servers. Available to all Orbit accounts 24 hours a day, 7 days a week, 365 days a year, this feature allows customers to respond instantly to emergency situations where it is necessary to wipe and completely reload a server without the assistance of technical support.

The Planet RealTime Account Transfer

A one-click solution will be available to transfer instantly the management of a specific server from one Orbit account to another. This will allow any Planet customer with an Orbit account to take over all management responsibility of an existing server, with no customer downtime.

All The Planet RealTime solutions are accessible through Orbit, The Planet’s world-class customer portal and management system. Orbit leads the industry in simplifying account and server management and is designed to enable easy-to-use remote server management and maximum customer control.

Lynn, who recently joined The Planet, is leading the development effort of The Planet RealTime initiative.

It'll be interesting to see what happens the next few months.