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  1. #1

    Thumbs up ServInt VPS One Year REVIEW: LONG!!!

    Actually, it has been a year and 11 days!

    I remember back then searching up and down WHT looking for long term reviews of hosting companies and promised that Iíd post one when I reached significant milestonesÖ well, here it is.

    Long story short, ServInt is my 12th host. The last three are the ones I was with the longest:

    ē ProWebspace: Started off really well, but couldn't handle growth and had lots of unexplained downtime and data loss.
    ē Dathorn.com: Very happy with them, but outgrew their services after a bit over a year. The only complaint was that I was constantly worried about my busy sites being suspended for using too many resources. (Footnote: there was a major billing mistake that went on for a while and Andrew took care of it in a very timely and courteous manner).

    This insecure feeling of having someone elseís finger on the ďsuspend accountĒ button made me search for a better solution than a shared environment and I believed that a VPS was exactly what I needed. Iím not a server admin and donít have the need for a dedicated. A VPS was the perfect fit for the gap between reseller accounts and dedicated servers.

    A year ago I was on WHT and saw hundreds of discussions about the "big three" VPS companies. I was analyzing all of them: Dinix, VPSColo, & ServInt. Everyone was saying, "It doesn't matter which of these three you choose, they are all great companies!"

    VPSColo: Rus sounded like a great guy with excellent support, but it seemed like a one man show. I've been in that situation before: one guy CAN offer perfect support for a few dozen customers for a few months, but give him a ton more customers and there is definitely going to be some growing pains.

    Dinix was my second choice. Yeah they had a snazzy website, and good reviews, but something didn't feel right. Well, we all know of the fiasco that happened over there, and a 100+ page WHT thread confirms how upset people were / are.

    My third choice was of course, ServInt. Honestly, itís been so long that I canít remember what it was that separated them from Dinix. I do remember getting some very impressive email responses from Reed and Devon and was extremely impressed with the thoroughness of their answers to my questions (see below).

    Over the past 376 days there have been a few outages, but nothing that compared to problems Iíve had before with other providers. This company, their servers, and their support are TOP NOTCH!

    To be an honest review there must be some constructive critisism / feedback:

    1) A ticket system integrated with their email support would be great. I like to see ownership of my problem and like to be able to reference specifics. I will say that I have first hand experience of ServIntís excellent internal ticket system. I had an issue that spanned a few weeks time and all of the techs I worked with knew the details of the issue.
    2) There were two instances where one of the support reps suggested a resolution to an issue that was, in my limited experience, too hasty. I canít remember all of the details, but remember thinking, ďCanít we try something less drastic than what you are proposing.Ē To ServIntís defense though, there have also been times that Iíve had this feeling and they suggestion was correct.

    Itís nice to sleep well at night knowing that these guys are on the job. Speaking of sleeping, those nights that Iím up at 1 - 2:00 am and I have a question Iíve called support and there has ALWAYS been a quick pickup of the call by an alert and helpful support rep.

    Well, after all was said and done, out of the "big three" companies where it "didn't matter who I chose"... well, I'm so glad I went with ServInt. Iím expecting to be here for quite a while. It looks like their existing (and newly emerging) sytems will provide the resources I need as I grow my business.


    FOOTNOTE:
    I donít think Reed and Devon will mind, so here are my questions to them back on 6/15/04 and their responses:


    QUESTIONS:
    > I'm currently a Dathorn customer and am pretty happy with what I have
    > for what I'm paying. Unfortunately (fortunately???) a couple of my
    > sites, specifically www.reviewum.com may get too big for their shared
    > environment.
    >
    > Here is what I'm looking for and a few questions for you that will help
    > me to pick you over Dinix:
    >
    > 1) Fully managed VPS that will setup 2 - 3 WHM reseller accounts for me
    > (similar to what I am use to on Dathorn).

    > 2) Just the right updates & patches applied to servers / WHM / Cpanel
    > to keep things secure.

    > 3) Backups, backups, backups. What tools are available to backup
    > individual Cpanel accounts (email, files, MySQL DBs, etc.) and download
    > those files locally?
    >
    > I'm pretty technical, but am not too interested in learning a lot of
    > unix commands, and server admin. Do you have any tech documents,
    > instructions, etc. available so I can see how difficult / easy your
    > systems will be to setup?

    ANSWERS:
    Hello,

    I'd like to thank you for considering ServInt, and for taking the time to
    write a detailed message to us. It looks as if you're doing your
    homework, which is something I certainly appreciate. I'll be happy to
    answer all of your questions, and hope you're the next person that chooses
    us over our competition.

    First, our VPS is perfect for your requirements. Since you'll have
    administrative power over both cPanel and WHM, you can create your own
    reseller accounts, setup the package specifications and permissions, and
    move all of your sites into the one VPS. Hopefully this lets you save
    some money, but above all, you should gain alot in value, service,
    support, and reliability.

    Next, backups backups backups indeed. We have our own backup system which
    was developed by our VPS Product Team. It differs from tape backups as
    well as the canned Virtuozzo backup system in a few important ways.
    First, we make a monthly full backup, weekly changes from the monthly, and
    daily changes from the weekly backup. This gives us plenty of restore
    options to deal with various situations. We can restore individual files,
    full directories, or everything at once. The next benefit is that we do
    our backups over a separate, private Gigabit Ethernet network direct to
    high-speed servers. By backing up this way to hard drives rather than
    tapes, we're able to gain a huge speed advantage. In the time it would
    take even an expensive tape drive to find your files, our system has
    already restored them.

    We even have restored a customer who terminated his service (thinking a
    budget dedicated server was best for him), had a miserable experience once
    he realized the difference between ServInt and other companies out there.
    His experience included his budget host losing all of his data, claiming
    that both drives and the backup system all failed at the same time.
    Naturally, he found that hard to believe, and contacted us to see if we
    could help. Even though he had been gone nearly a month, we were able to
    restore his entire VPS from backup allowing him to be back up and running
    within a very short time, even using the same IP numbers he had before.
    You can see his brief post here:

    http://www.webhostingtalk.com/showth...hreadid=280790

    It is the last post on the list. In addition to that thread you may find
    these others to be interesting:

    http://www.webhostingtalk.com/showth...hreadid=279946
    http://www.webhostingtalk.com/showth...hreadid=282059

    Those two are both currently active ServInt verus Dinix threads. I think
    you'll find them amusing at least, in addition to informative.

    Regarding tech documents and ease of setup, the best thing I can say is
    this. First, we have an active private forum community for VPS Customers
    and ServInt Employees only. Within the forums you'll find tons of
    information related directly to your exact product, a VPS with cPanel/WHM,
    and everything there will be relevant. But most importantly, our NOC can
    do everything for you to get you setup including software installations,
    configuring your nameservers, and getting your primary accounts setup. We
    can even restore a cPanel/WHM backup into your VPS to help you with the
    move. Our policy is that you should never feel stranded. If you don't
    know how to do something, just ask. Odds are we not only know how to do
    it, but will even do it for you.

    Additionally, we're currently working on a detailed Getting-Started
    document. I don't expect it to be available by the time you actually get
    started, but it may come in handy down the line. Because its not ready
    yet, feel free to become active in our forums, lean on our NOC, and in
    general be a part of the ServInt Family.

    Please let me know if you have any additional questions, I'll be happy to
    reply as quickly as possible.

    Sincerely,

    Reed J. Caldwell
    ServInt Internet Services
    http://www.servint.net


    DEVON ALSO REPLIED TO THE SAME EMAIL:
    Hello Rob,

    Thank you for taking the time to contact us regarding your interest in our
    Managed VPS Products. I glad to hear that you have narrowed your choices
    for a new provider down to Dinx, and ServInt. I will be happy to answer
    any questions you have about our services. I have copied and pasted your
    questions below, and will answer them contextually.

    > 1) Fully managed VPS that will setup 2 - 3 WHM reseller accounts for me
    > (similar to what I am use to on Dathorn).

    Yes, you will receive our fully managed hosting services. You will have
    the ability to setup as many reseller accounts as you choose through WHM.
    This is precisely how our VPS Package were intended to be used. You will
    have the ability to customize your packages, configure your user's
    permissions, and in general, manage your own hosting business.

    > 2) Just the right updates & patches applied to servers / WHM / Cpanel
    > to keep things secure.

    We handle the patching of your Base OS and cPanel/WHM by updating the
    standard OS Template used for the replication of each VPS account. These
    updates are done proactively, however unfortunately they are somewhat
    predicated on when A new template is released for Virtuozzo by SW Soft. We
    test every patch extensively before we release a new patch, which allows
    us to make sure things will run properly and your account will be stable
    after patching.

    > 3) Backups, backups, backups. What tools are available to backup
    > individual Cpanel accounts (email, files, MySQL DBs, etc.) and download
    > those files locally?

    Not only is there a tool in cPanel that will allow you to setup Backups
    for each user account, it gives the ability to do backups to your current
    drive. This will allow you to set your backup script and download any
    critical data off-site. Additionally, our VPS Backup Servers will also
    back up your VPS account on a daily basis. With our proprietary
    restoration tools, we can quickly restore full accounts or individual
    files or directories at your request. The system saves a full backup once
    per month (although not necessarily on the first of the month), a backup
    of differences from the previous monthly backup once per week, and a
    backup of differences from the previous weekly backup once per day. This
    provides up to three different dates to restore from (however there will
    be less than three dates at certain points during the month, such as right
    after a full monthly backup). This service is provided by ServInt without
    fee to all of our VPS customers.

    > I'm pretty technical, but am not too interested in learning a lot of
    > unix commands, and server admin. Do you have any tech documents,
    > instructions, etc. available so I can see how difficult / easy your
    > systems will be to setup?

    With the purchase of one our VPS Products, you will be given access to our
    VPS Customer Forums. Although our Forum Community is still growing, it is
    an extremely valuable resource to our customers. Not only do our employees
    monitor and post on these forums, so do our customers. There is a wealth
    of knowledge available to draw from. Our customers share tips and tricks
    regarding configurations, experiences with 3rd party software packages, as
    well as global questions for our technicians and much more.

    In combination with our VPS Forums, our Network Operation Center (NOC)
    Staff is on-site and available 24 hours per day, 7 days per week, 365 day
    a year to assist you with everything from 3rd party software
    installations, to configuration assistance, troubleshooting, or just some
    friendly advice via phone, or E-mail. Our NOC Staff typically answers
    phone calls within a couple rings, and responds to E-mails within a few
    minutes. From our private datacenter our technicians monitor multiple
    ports on every server, and react proactively to any service interruption
    issues.

    To give you a little background about who we are and what you can expect
    from ServInt. We are very committed to providing exceptional customer
    service and support, which is one of the things that separates ServInt
    from the other large hosting providers. We use extremely high-quality
    server parts and we custom configure each server to our customer's
    specification. Over the past nine-years ServInt has grown it's business by
    offering exceptional service and support at a great price. From our 24 x 7
    NOC Staff to our Sales and Billing Departments, we are always happy to
    help. After you have had a chance to look over this information, please
    let me know if you have any questions, or whether I can be of further
    assistance. I hope this information helps your decision on who to choose
    for your new hosting provider. I look forward to speaking with you again,
    and the opportunity to earn your business.

    Best Regards,
    - Devon


    NEW QUESTIONS:
    > Thank you so much for your prompt and detailed reply. I'm getting close
    > to committing to Servint, but need to do some thorough investigation
    > prior to the move... I'll be moving over my family website as well, and
    > the family demands excellent uptime and reliability, especially for
    > their email.
    >
    > I had a ton of questions, but found answers to most of them on your
    > excellent FAQ section, forums, and in your email! A few questions /
    > clarification still remain, could you be so kind as to help me with the
    > following:
    >
    > 1.. How "isolated" is my VPS from others on the server? If someone
    > else's VPS crashes or is using a ton of resources (or vice versa) what
    > happens to the other VPS's on the server?
    > b.. Resource sharing / bursting: If I'm not using all my resources
    > can someone else "borrow them"?
    > 3.. How do you determine when a user is using too many resources to be
    > on a VPS, or is that never an issue since their site will simply just
    > slow down with the extra usage?
    > 4.. If a site on the server is consuming a lot of resources and
    > slowing down the VPS and/or the server, what is your process for
    > handling this situation & notification?
    > 5.. Do you use a third party server monitoring company (eg: Alerta)
    > and can I have access to the reports?
    > 6.. How can I determine what your VPS will and will not handle as far
    > as resources, hits, usage, etc.?
    > 7.. If there is a DOS attack, what do you do to resolve issues related
    > to attacks to a specific server / website?
    > 8.. What support do you provide to prevent and respond to accounts
    > being hacked?
    > 9.. I've been with hosts that have had problems with 'blacklisted'
    > ips, etc. What do you do in this case?
    > 10.. How many support techs do you have on staff?
    > 11.. If I get the magic red warning lights in "system status" (apache
    > down, mysql down, server load high, etc.) is it my responsibility to
    > resolve these issues, or yours?
    > 12.. What about updates like gd library, netpbm, and similar upgrades,
    > do you offer them free of charge?
    >
    >Thank you in advance, and keep up the EXCELLENT work!

    ANSWERS:
    Hello Rob,

    Thank you for getting back to me so quickly. I am glad to hear that you
    have been researching your questions on our FAQ. I will be more than happy
    to help you answer the questions you were unable to find answer for.

    > 1.. How "isolated" is my VPS from others on the server? If someone
    > else's VPS crashes or is using a ton of resources (or vice versa) what
    > happens to the other VPS's on the server?

    Because we keep a very close eye on the available resource on our VPS the
    chances of someone being able to cripple one of our Dual Xeon SuperMicro
    VPS Host server is very, very slim. There are minimum and maximum
    burstable resource limits in place to eliminate the possibility of one of
    our clients using more than their "fair share". Beyond that, by monitoring
    the available resources we insure that the number of accounts "per server"
    never exceed the server available resources. More to the point, we make
    sure there are ample burstable resources on the server for all of our
    clients to take advantage of.

    > b.. Resource sharing / bursting: If I'm not using all my resources
    > can someone else "borrow them"?

    Yes, absolutely! You will have the ability to borrow their available
    resources as well. Your VPS Account will always have the minimum amount of
    resources available. If your minimum resources are currently allocated
    elsewhere, and you start a process on your server that requires them, they
    are returned immediately. Conversely, if you are bursting, some of your
    processes maybe slowed by the resource needs of others.

    Back in the day, when dial-up was popular, Service Providers used to keep
    what is known as a "7:1 Customer to Modem Ratio" this would allow them to
    guarantee their customers "no busy signals". Not that they could actually
    deliver, but it was close enough that they could get away with it.
    Although times have changed many providers tend to follow a number of
    those old standards of looking at shared resource. ServInt is not one of
    those types of providers!

    If we guarantee it, you can place a great deal of faith in the fact that
    we stand be hind it. Each VPS Host Server is extremely powerful. We do not
    skimp on hardware, or overburden our VPS Host Servers.

    > 3.. How do you determine when a user is using too many resources to be
    > on a VPS, or is that never an issue since their site will simply just
    > slow down with the extra usage?

    As I mentioned there are both minimum and maximum caps for resources. Once
    your reach the burstable limit, your processes will slow. Eventually, I
    suspect you will want to upgrade your package. If you are actively working
    with your sites, I am sure you will know when the time is right to
    upgrade. Usually, there is a "comfortable medium" and once you exceed it
    you will get the feeling you are starting to push the limits of your
    account. However, if you ever have questions regarding your current and
    projected usage, we will be happy to help and make recommendations.

    > 4.. If a site on the server is consuming a lot of resources and
    > slowing down the VPS and/or the server, what is your process for
    > handling this situation & notification?

    Although I believe you may already have a good understanding of the answer
    to this question after reading the answers to the previous questions, I
    would like to add the following.

    We balance each VPS Host Server and monitor the resource consumption
    regularly. This really isn't an issue of an account over growing its
    bounds, but more the overall average resource consumption across the VPS
    Host Server. Because each account is limited in it's burstablilty non
    single account will be able to overburden the entire server. However, as
    the overall average resource consumption of the host server increases,
    occasionally we have to balance things by moving a few account to other
    VPS Host Servers.

    > 5. Do you use a third party server monitoring company (eg: Alerta) and
    > can I have access to the reports?

    We use a combination of reporting tools, someone of them have been custom
    created by our programmers and other parts are commercial software
    tailored to our needs. The only commercial product we currently use, at
    least that I am aware of, is Nagios. I believe this is the software we use
    to monitor the services on each server. I know we have modified Nagios
    heavily, so I am not even sure if it's output is logged anymore. If it is,
    I am fairly certain it is not formally available to our customers, however
    I would be willing to research this further if it is a sticking point.

    > 6.. How can I determine what your VPS will and will not handle as far
    > as resources, hits, usage, etc.?

    Unfortunately, the answer to the questions is somewhat difficult. Gauging
    each package by its bandwidth is probably the best starting point. In
    designing these packages, we knew that the resource would have to support
    the minimum bandwidth requirements of the package. Another telling sign is
    the amount of storage you require. If both of these numbers fall into a
    single packages range, that should be a very good indicator. The rest is
    done by trial and error, I would recommend picking the package that you
    suspect is at, or slightly below you needs. Because you have the ability
    to upgrade or downgrade as needed, you should be able to find the proper
    package for you over the course of just a few days.

    > 7.. If there is a DOS attack, what do you do to resolve issues
    related> to attacks to a specific server / website?

    We use a variety of methods in dealing with DOS attacks. Our primary core
    router is a Juniper M-20. Juniper routers as anti-DOS technology built
    into their ROMS. So, our core router will filter a majority of DOS
    attacks. However, we always have the option of filtering IPs and hardening
    the Security on your VPS account too depend on the type and frequency of
    the attacks.

    > 8.. What support do you provide to prevent and respond to accounts
    > being hacked?

    We will update and patch your Base OS and control panel software as new OS
    Templates are provided for Virtuozzo. Unfortunately, this is somewhat
    predicated on the programmers at SW Soft, however they seem to be very
    proactive about releasing patches and update. Additionally, you will are
    always welcome to request assistance with hardening your account from our
    NOC. They will be happy to help you setup IPTables, TCP_Wrappers, and
    ClamAV. Beyond that you are encouraged to keep updated on new exploits and
    how to patch them through your control panel software on our VPS Forums.

    > 9.. I've been with hosts that have had problems with 'blacklisted'
    > ips, etc. What do you do in this case?

    If you find any of your IP Addresses are blacklisted when you receive your
    VPS, you are more than welcome to contact our NOC and they will be happy
    to supply you with new IP space.

    > 10.. How many support techs do you have on staff?

    I believe we currently have 8 technicians on our support staff, which does
    not include our engineering and programming departments.

    > 11.. If I get the magic red warning lights in "system status" (apache
    > down, mysql down, server load high, etc.) is it my responsibility to
    > resolve these issues, or yours?

    Although I believe I inadvertently answered this question in my response
    to question #5, something like this would fall under our managed support.
    However, if you feel that recent changes you've made to the server
    configuration may have been the cause of the service interruption, we
    would certainly appreciate an explanation of what the potential cause may
    be.

    > 12.. What about updates like gd library, netpbm, and similar upgrades,
    > do you offer them free of charge?

    We will be happy to install or update libraries and RPMs at your request,
    and free of charge. However, you will also have the ability to install
    libraries via your control panel software, should you choose.

    I hope my answers help with your upcoming hosting decision. As always,
    please let me know if you have other questions, or if I can be of further
    assistance.

    Best Regards,
    - Devon

  2. #2
    Join Date
    Nov 2003
    Posts
    477
    Wow
    What a review, this should be reason why WHT exist
    Thank you men.

  3. #3
    Join Date
    Oct 2003
    Posts
    200
    Good Review

  4. #4
    Pretty much how my experience of them has gone as well
    --
    Rich

  5. #5
    Join Date
    Dec 2003
    Location
    Birmingham, UK
    Posts
    400
    A great review, and truthful too.

    ServInt are possibly the best team i've ever personally had the privilege of working with. The emails posted above reflect the attitudes of their entire team; i've never spoken to a grumpy or unhelpful member of support at ServInt - top thumbs up from myself for their operation.

    Whilst I haven't been with them for a year (only 5 months); if things carry on as they are, i'm looking forward to working with Servint this time next year, and the year after that and so on and so forth

    Thumbs up to the review, and to their operation as a whole.

  6. #6
    Join Date
    Dec 2004
    Location
    New York, NY
    Posts
    10,574
    Yeah, you're right about that, their sales people are trained pretty darn well

    -GSV
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  7. #7
    Not to knock this review because I feel that my experience mirrors it about 96%.

    I had asked for help installing Zend at one time, and the tech wanted me to do it. That would have been fine if I had time, but I didn't. Another time I asked for eaccellerator, and the tech was happy to do it for me. That was the service I was used to from dealing with VPSColo previous. I've had inconsistent support at times. Sometimes poor, other times brilliant. It really does matter who is helping you.

    2. I recently sent in a ticket for a third party script (which Servint installed for me, and is considered a no-brainer optimization requirement in the Servint forums). The reply from the tech was that I should check the forum or the 3rd party app site at Sourceforge. He claimed he did not use the script, so he could not help me.

    That was disappointing because 9 times out of 10, I will do the legwork to solve a problem before asking after assistance. The odd time I do not, a time constraint is the issue, not my laziness or an unwillingness to learn. I love learning.

    Servint support CAN be very good. The machines seem fairly reliable and I was attracted to the long history of the company and have been thoroughly impressed by their client-side features.

    Support has always been prompt. A client-side ticket system is a must. It is not 1999 anymore.

    Sorry if I am thread-jacking. I really wanted to respond to specifics in the pre-sales answers and the support ticket subject. No harm intended.

  8. #8
    Originally posted by elix
    Yeah, you're right about that, their sales people are trained pretty darn well

    -GSV
    not meaning to pick bones but reed isnt a salesman, he owns the company I know he works actively with customers but hes hardly sales staff

    I agree Ive got the replies from the noc saying heres how you fix the issue which is great for me as 99% of the time Im grateful for the step by step instructions and the chance to learn, but theyve never said no when Ive emailed back and asked them to do it.

    As regards the ticketing, Id agree 100% if they didnt seem to manage issues so damn well without one. My email picks up every 5 minutes and I have never emailed the noc and not had the return email not pickup witht he next run. phones are answered within a couple of rings 24 7, as I said I'd agree in principal but Ive never seen an issue with the way they do it. If it aint broke etc.
    --
    Rich

  9. #9
    Originally posted by richy
    As regards the ticketing, Id agree 100% if they didnt seem to manage issues so damn well without one. My email picks up every 5 minutes and I have never emailed the noc and not had the return email not pickup witht he next run. phones are answered within a couple of rings 24 7, as I said I'd agree in principal but Ive never seen an issue with the way they do it. If it aint broke etc.
    I agreed with that completely (and posted to that effect on WHT) until a few weeks ago when I sent in an email that was apparently "lost". The current system is great, IF it never fails. With a ticket based system, at least I KNOW they got it, and have a ticketID to reference back to.

  10. #10
    Join Date
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    Originally posted by autodelete
    I agreed with that completely (and posted to that effect on WHT) until a few weeks ago when I sent in an email that was apparently "lost". The current system is great, IF it never fails. With a ticket based system, at least I KNOW they got it, and have a ticketID to reference back to.
    Did you trace the message back to where it was "lost"?
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  11. #11
    Join Date
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    Originally posted by richy
    not meaning to pick bones but reed isnt a salesman, he owns the company I know he works actively with customers but hes hardly sales staff

    I agree Ive got the replies from the noc saying heres how you fix the issue which is great for me as 99% of the time Im grateful for the step by step instructions and the chance to learn, but theyve never said no when Ive emailed back and asked them to do it.

    As regards the ticketing, Id agree 100% if they didnt seem to manage issues so damn well without one. My email picks up every 5 minutes and I have never emailed the noc and not had the return email not pickup witht he next run. phones are answered within a couple of rings 24 7, as I said I'd agree in principal but Ive never seen an issue with the way they do it. If it aint broke etc.
    More people than just Reed replied :-)
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  12. #12
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    Originally posted by richy
    not meaning to pick bones but reed isnt a salesman, he owns the company I know he works actively with customers but hes hardly sales staff
    .... which means he's head salesman.
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  13. #13
    Originally posted by mripguru
    Did you trace the message back to where it was "lost"?
    Nope. I was too busy doing other stuff. The NOC told me they didn't get it, I made a fuss about why they weren't curious as to where it was, they blew me off, I never received a bounce notification and the addressing was correct.

    It's not my job to figure out where it went. If they wanted to check my logs and follow up on it, I would have been happy to oblige. Instead I was left feeling that no one cared, or they thought I was too stupid to send email, so I let it be.

    My job is to pay the bills I get. Their job is to manage the Servint systems. If I do my job, I expect my host to do theirs. It's called teamwork.

  14. #14
    fair call I personally havent had any go missing but I dont send that many. I agree that it is pretty much an industry standard in it to have some external tracking of issues but they are working on one.

    lol and head salesman or not its a nice thing to see the ceo of a decent sized company replying to inquiry emails, I dont remember mr who let the dogs out doing that even when rackshack were small puppies (although robert is far from an ivory tower ceo to his credit).

    I dont doubt you for a second regarding the email going missing but their response certainly doesnt tally with the experiences Ive had with support. Personally Id just have dragged it out my sent folder and rang them.
    --
    Rich

  15. #15
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    Originally posted by richy
    lol and head salesman or not its a nice thing to see the ceo of a decent sized company replying to inquiry emails, I dont remember mr who let the dogs out doing that even when rackshack were small puppies (although robert is far from an ivory tower ceo to his credit).
    Well - two different markets, two different people, two different approaches.
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  16. #16
    lol ok however you wish to look at it.
    Its still impressive to see the ceo of such a decent sized company taking such an active role in day to day contact with customers and potential customers.
    --
    Rich

  17. #17
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    Originally posted by richy
    lol ok however you wish to look at it.
    Its still impressive to see the ceo of such a decent sized company taking such an active role in day to day contact with customers and potential customers.
    That's just ServInt's MO. Speaking of which, I haven't seen Reed post lately.
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  18. #18
    hes posted on servints forum, i guess hes pretty busy with some new offerings and a shedload of other little projects that have been suggested to him
    Whats powrvps's heirachy like? im not familiar with it. do their management take that kind of hands on approach? (thats a genuine question not a loaded one)
    --
    Rich

  19. #19
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    Originally posted by richy
    hes posted on servints forum, i guess hes pretty busy with some new offerings and a shedload of other little projects that have been suggested to him
    Whats powrvps's heirachy like? im not familiar with it. do their management take that kind of hands on approach? (thats a genuine question not a loaded one)
    I've spoken with their support manager via AIM. Tom, the CEO of Defender Hosting (PowerVPS), and Charles, the CTO, have both responded to some of my tickets with extremely helpful replies. They both participate on their forums located here.

    -GSV
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  20. #20
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    Originally posted by richy
    hes posted on servints forum, i guess hes pretty busy with some new offerings and a shedload of other little projects that have been suggested to him
    Whats powrvps's heirachy like? im not familiar with it. do their management take that kind of hands on approach? (thats a genuine question not a loaded one)
    Tom (the CEO) posts here regularly as TomK. Their CTO and Head of Customer Support are also here on WHT. I've talked to all three of them both via their ticketing system and over the phone and IM. They're all very proactive in their work. Just two nights ago, they did an automated sweep of all the VPS' looking for security vulnerabilities and if any were found - they were fixed immediately, on the spot without us (as customers) being aware. I'm not sure I've ever seen ServInt do this for their customers. Support response time could even give ServInt a run for their money.
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  21. #21
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    Support response time could even give ServInt a run for their money.
    I concur. I've experienced excellent support from PowerVPS.

    -GSV
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  22. #22
    You guys are thread crapping now. There is a PowerVPS vs. Servint thread. This is supposed to be a Servint review.

  23. #23
    glad to hear it, ive never asked servint to do a security check but methinks its time to find out what they will do with regards to that thanks for the idea.
    --
    Rich

  24. #24
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    Originally posted by richy
    glad to hear it, ive never asked servint to do a security check but methinks its time to find out what they will do with regards to that thanks for the idea.
    I'd be interested to hear their response to that. My guess is that they'll gladly do it for ya.

    -GSV
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  25. #25
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    Originally posted by elix
    I'd be interested to hear their response to that. My guess is that they'll gladly do it for ya.

    -GSV
    Maybe a simple rootkit scanner and thats about it, but not sure. Best to ask the NOC.
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  26. #26
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    I think it's funny how I see complaints because NOC didn't install something for them; when in my cases they install it for me, when I'd much rather have them tell me how to do it so I can actually learn from it. Or if they do fix something, they don't really explain what they did to fix a problem unless I ask them what they did. There have been a couple instances where I asked multiple questions and some of my questions weren't answered...that irritates me, but I get over it, or re-ask them to answer it. But I also understand that if they install it, they know how to fix it if something goes wrong, as opposed to me doing it and them wondering what the hell I did if it breaks.

  27. #27
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    Originally posted by CR-
    I think it's funny how I see complaints because NOC didn't install something for them; when in my cases they install it for me, when I'd much rather have them tell me how to do it so I can actually learn from it. Or if they do fix something, they don't really explain what they did to fix a problem unless I ask them what they did. There have been a couple instances where I asked multiple questions and some of my questions weren't answered...that irritates me, but I get over it, or re-ask them to answer it. But I also understand that if they install it, they know how to fix it if something goes wrong, as opposed to me doing it and them wondering what the hell I did if it breaks.
    If I can see correctly, nobody complained about the NOC not installing something . Security has nothing to do with installing something.

    -GSV
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  28. #28
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    Originally posted by mripguru
    That's just ServInt's MO. Speaking of which, I haven't seen Reed post lately.
    Actually -- he's posted.

    -GSV
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  29. #29
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    Originally posted by elix
    If I can see correctly, nobody complained about the NOC not installing something . Security has nothing to do with installing something.

    -GSV
    I'm referring to what autodelete was saying about not getting something installed, which is more or less a complaint about that specific instance. I didn't use 'complaint' as a choice word to start something, I just thought it was kind of humourous as in most cases it's just the opposite in my experience.

    Regardless, you can't expect every person to have experience with every single script either.

    And I have no clue at what you're trying to point out with your security/installing babble.

  30. #30
    Originally posted by CR-
    I'm referring to what autodelete was saying about not getting something installed, which is more or less a complaint about that specific instance. I didn't use 'complaint' as a choice word to start something, I just thought it was kind of humourous as in most cases it's just the opposite in my experience.

    Regardless, you can't expect every person to have experience with every single script either.
    Is every thread supposed to shine everlasting and pure light on a company? I read plenty of those that convinced me to go to Servint in the first place.

    Are people not supposed to complain about specific instances? Are we supposed to wait until the problem is chronic? Should we avoid discussing it? I've had inconsistent service since Day 1. Maybe it is my bad luck, and I am the exception. Is that what you find funny?

    Happy to see that my poor fortune was a source of amusement for you. It's always nice to laugh at the guy who has a hard time isn't it?

    I don't expect Servint to have experience with every script. I use a script THEY INSTALLED (implying they must be somewhat familiar with it, as they have their own install setup for it, and mentioned that they will install it upon request) and I do not run anything that is extreme, rare or exceptional.

    I think the most wild things I am running are eaccelerator and Zend. Everything else is from the setup template. If that is so different from anyone else, I would like to know. It was my understanding that at least 50% of Servint customers are running the exact same config.

  31. #31
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    Maybe even 75% of the customers are running Zend, eAccelerator, etc. ServInt staff normally recommends that software.

    -GSV
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  32. #32
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    Hmm... Great, detailed review... I will be writing the 2nd review for my reseller account to follow up my 5-month review soon.

  33. #33
    I recently purchased a VPS from ServINT. It was between them and PowerVPS. ServINT got my attention due to their quick responses and thorough emails. Nothing beats personal attention and since I've had my VPS they have gone above and beyond I ever imagined. However, if you purchase a VPS from ServINT, make sure you have it hardened and security is tight, otherwise you will run into a few rediculous issues with spammers.

  34. #34
    Originally posted by gp-host
    I recently purchased a VPS from ServINT. It was between them and PowerVPS. ServINT got my attention due to their quick responses and thorough emails. Nothing beats personal attention and since I've had my VPS they have gone above and beyond I ever imagined. However, if you purchase a VPS from ServINT, make sure you have it hardened and security is tight, otherwise you will run into a few rediculous issues with spammers.
    How did you get it hardened? What was done? Did servint do it for you?

    d

  35. #35
    No, servint did not offer that service at the time of my request. Not sure if they are providing that service now or not. I hired a consultant to take care of it. They did everything you see at rack911.com (although I did not use rack911.com).

  36. #36
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    looks like a pretty neat review,
    i probably burned 200 brain cell's reading that,
    heh

  37. #37
    I, too, have been with ServInt about a year now. Of the eight different hosts I've used, I consider ServInt the best one so far. Excellent uptime and customer support.

  38. #38
    Originally posted by gp-host
    No, servint did not offer that service at the time of my request. Not sure if they are providing that service now or not. I hired a consultant to take care of it. They did everything you see at rack911.com (although I did not use rack911.com).
    I would have thought hardening would come with their management?

  39. #39
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    * Wuold your host do this?

    Interesting to get back from the hospital today and see this thread.

    I revived this just this morning...

    "Dear Eddie'

    We heard about everything you are going through lately & we hope you manage to get well soon. Thank you for your service to our Country & if there is anything our team can do to help you out with your server, never hesitate to ask!

    Best wishes from everyone here at ServInt!"

    Handwritten message on hallmark card. Hand addressed.

    I'm flatered and thankful, Thanks ServNit bunch!

  40. #40
    Join Date
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    Nice touch Servint. Just starting my 11th year with them !

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