hosted by liquidweb


Go Back   Web Hosting Talk : Web Hosting Main Forums : VPS Hosting : Interesting contrast: Differing replies to same pre-sales inquiry
Reply

Forum Jump

Interesting contrast: Differing replies to same pre-sales inquiry

Reply Post New Thread In VPS Hosting Subscription
 
Send news tip View All Posts Thread Tools Search this Thread Display Modes
  #1  
Old 10-26-2005, 12:21 PM
dharding dharding is offline
WHT Addict
 
Join Date: Feb 2002
Posts: 167

Interesting contrast: Differing replies to same pre-sales inquiry


I'm in the process of shopping VPS hosts to move my reselling account. Last week I fired off a similar set of questions to 4 of the most frequently recommended VPS hosts here at WHT. All 4 have similarly-priced VPS packages and have overwhelmingly positive reviews here.

Their responses were quite varied. Just for grins, I'm posting them all below, with the names of the companies and personnel redacted. See if you can recognize each host from their response.

#1 put me off with the terseness and incomplete nature of their reply.

#2 seemed quite friendly.

#3 went greatly into depth, although some of it is boilerplate salesspiel.

#4 is about to drop from the list of contenders unless they really come back with a doosey.

As a NEWBIE to dedicated/VPS hosting, which would YOU feel most comfortable with?

HOST #1

Quote:
> Good evening,
> I've been with several hosts since 1998, usually utilizing a reseller plan.
> I don't actually resell per se, rather I own about 14 domains of my own,
> and like the flexibility of WHM/Cpanel to allocate resources, etc.
> I'm considering upgrading to a VPS in order to have the flexibility to
> control things a bit more, however I am concerned about what specifically I
> would be responsible for versus what you would handle as part of your
> management service. Once my domains are transferred and things are running
> smoothly, I don't anticipate needing much assistance, however at the very
> beginning I will probably will need some "hand holding."
> Can you tell me whether or not you would be able to assist with the following:
> 1. Transfer of 14 domains from an existing WHM/Cpanel host. I wouldn't mind
> learning how to do this, but I've never done it before.

we can assisit in a best effort format however we do not know the setup on the current server your on at the moment.

> 2. Installataion of several perl modules. Ditto.

what modules?

> How "ready to go" is the VPS once you do your initial configuration?
> Is there extensive configuring that I still have to do? In the past I've
> simply given my new host a list of domains, their cpanel logins and passwords,
> and my WHM login and password, and everything has been taken care of. The only
> thing I end up having to do is change the nameservers at my registrar.
> Or is there significantly more "hands-on" work that I am going to
> have to learn?

we will help with anything you have questions on.

> Is the VPS security "hardened" by default or is that something I need
> to worry about, i.e., are there vulnerabilities with the default install?

this is to vague, almost everything can have vulneablities and I wont tell you there isnt a possiblity that there is one. because today there isnt and tomorrow there is.

> How proactive is the updating and patching? Do you take care of that
> automatically, or do I need to know what patches and updates are available and
> then request them in order to be installed?

we do updates on a proactive mesaure.


> At my previous (not current) host, my various domains were configured such that
> files at the system level were accessible by my other domains (basically I have
> an image repository that I host on one domain that PDF-building scripts on
> other domains access from within perl). That was extremely handy to have
> available. With my current host everything is locked down so that files under
> domain X cannot be read by domain Y. Is that something we can enable?
> My apologies for the lengthy questions, but this is a big leap for me.
> What type of server admin skills and experience are necessary for me?
> Thank you for your time,
HOST #2

Quote:
On Wed, 19 Oct 2005 21:55:07 -0400, XXXXX@YYY.com wrote:
> Can you tell me whether or not you would be able to assist with the
> following:
>
> 1. Transfer of 14 domains from an existing WHM/Cpanel host. I wouldn't mind
> learning how to do this, but I've never done it before.

Yes, but it really is easy, and we can show you how too (there is a built in migrate wizard in WHM).

> 2. Installataion of several perl modules. Ditto.

Yes. Ditto on showing you too (also real easy). When you submit support requests, just say "please tell me how to do X so I can try myself and learn" otherwise they may just do it for you

> How "ready to go" is the VPS once you do your initial configuration? Is
> there extensive configuring that I still have to do? In the past I've simply
> given my new host a list of domains, their cpanel logins and passwords, and
> my WHM login and password, and everything has been taken care of. The only
> thing I end up having to do is change the nameservers at my registrar.

You get a working install, even setup with the domain you sign up with. You can tweak some settings, but see our forums for some things our customers suggest, as well as the security steps we have already done for you for example.

> Or is there significantly more "hands-on" work that I am going to have to
> learn?

There are certainly more things to learn and do on top of a reseller account, but we are here to assist as needed.

> At my previous (not current) host, my various domains were configured such
> that files at the system level were accessible by my other domains
> (basically I have an image repository that I host on one domain that
> PDF-building scripts on other domains access from within perl). That was
> extremely handy to have available. With my current host everything is locked
> down so that files under domain X cannot be read by domain Y. Is that
> something we can enable?

Users are jailed to their own home dir, but files can be made available to all users with the right permissions set.

> My apologies for the lengthy questions, but this is a big leap for me.

No problem

> What type of server admin skills and experience are necessary for me?

I really can't answer this as I don't know you or your skills . I suggest asking other customers who have been in your shoes before.
HOST #3

Quote:
Thanks for inquiring about our VPS products. I apologize for not getting back to you sooner, but it took me awhile to get through all of these questions. In any case, I have responded to each of your questions below. Please let me know if you have any additional questions, as I would be happy to be of further assistance. First let me tell you a bit more about what you can expect from the ***** VPS.

With the ***** VPS you get root access, we can install any software you want, nobody else can affect your files or your server, and you have the full privacy, security, and reliability of having your own server at a fraction of the price. Additionally, if you compare our VPS to similarly-priced budget physical dedicated servers, you'll notice alot of benefits to our VPS. We do off-server daily backups, perform security patches, provide managed services (ask us a silly question and get a thorough answer, ask us to perform work such as software installation or upgrades, etc) and maintain the host environment, all at no additional cost. In a sense, you could think of it like living in a condo in a high-rise building. You don't need to mow the yard, clean the pool, or resurface the tennis court, yet you get to take advantage of all the amenities.

Next let me answer your individual questions:

>1. Transfer of 14 domains from an existing WHM/Cpanel host. I wouldn't
>mind learning how to do this, but I've never done it before.

We will certainly assist you in moving your existing account. What we cannot do is log in to your old server and forward off the content ourselves. This would pose too much of a legal liability for *****. What our NOC can do is help you to figure out the best way to port your traffic, and to help troubleshoot things for you if you run into any problems. Without physically doing the transfer for you, our team should provide the assistance you need in order to get the job done. Then, if you run into any problems, you will also have our customer forums as a resource. In our customer forums, you can generally get all the help you need to solve complex problems.

>2. Installation of several perl modules. Ditto.

You will be provided your own RedHat environment. We would be more than happy to help you install whatever programs you want or need on your VPS. Some things, like the OS itself, Perl, PHP and MySQL are installed by default on your server. If you choose to purchase a VPS with cPanel/WHM, then that will be installed on your behalf as well. Any other programs can be installed at your request by our Network Operations Center. Generally all we need is a download link and a list of installation instructions.

Please note, though, that we can't warranty or guarantee every third party piece of software, or promise that it will work. We obviously cannot support and configure every piece of software - there is simply too much of it. Still, we will help you out however we can, and use our knowledge to benefit you in the best way we know how. We're there to do our best to make sure you get what you need to succeed.

>How "ready to go" is the VPS once you do your initial configuration? Is
>there extensive configuring that I still have to do? In the past I've
>simply given my new host a list of domains, their cpanel logins and
>passwords, and my WHM login and password, and everything has been taken
>care of. The only thing I end up having to do is change the nameservers
>at my registrar. Or is there significantly more "hands-on" work that I am
>going to have to learn?

The VPS is a dedicated product, meaning it is unlike a reseller account. You have root access to your server, you have full administrative access (and responsibilities) to the control panel, and all the advantages those two capabilities bring. You are therefore able to do with your server what you'd like, including setting up your own nameserver. Our NOC is able to help you set up your nameserver if you don't know how, and even help you make entries if you desire. If you prefer to do it on your own, we can still help you out as much as possible and try to make it easy for you. There is no additional fee for this. Of course, you are still responsible for what you do with your server, as well as how you ultimately configure it. We are, however, always there to help.

Our Managed Services Team is top-notch, though, and we can certainly point you in the right direction. The NOC as well as the VPS User Forums should be able to help. If you're using a control panel, you need to configure the nameservers in WHM. If you have not worked with a full version of your chosen control panel before, be prepared for a learning curve.

>Is the VPS security "hardened" by default or is that something I need to
>worry about, i.e., are there vulnerabilities with the default install?

When you purchase one of our VPS Products, it is reasonably secure at the Base OS level. Because many of our clients do not want, or need firewall software, it does not come preinstalled in the standard configuration. However, we will be happy to install IP Tables, APF, and setup TCP Wrappers (/etc/hosts.allow) for added security to specific services at no additional charge upon request.

One thing to keep in mind is that though we are responsible for making sure that what we provide to you is stable and secure, you will want to make sure that everything you add to the server is stable as well. Being careful about what you place on your server is the best way to ensure the safety of that server. If you can manage that, we can handle the rest.

>How proactive is the updating and patching? Do you take care of that
>automatically, or do I need to know what patches and updates are
>available and then request them in order to be installed?

We manage, patch, and update the Base OS on each of our VPS Servers, but more importantly we have been doing that with hundreds of our customer's servers for the last ** years. We are very experienced with keeping our network and servers secure environments for our clients to run their applications, serve their data, and host their sites.

If you choose a control panel such as cPanel you will be able to choose from a number of different automatic upgrade paths. This makes the patching and upgrading process quite simple. Though we recommend using the most stable branch of updates, you will have the ability to choose from a number of branches including an 'edge' branch.

>At my previous (not current) host, my various domains were configured
>such that files at the system level were accessible by my other domains
>(basically I have an image repository that I host on one domain that
>PDF-building scripts on other domains access from within perl). That was
>extremely handy to have available. With my current host everything is
>locked down so that files under domain X cannot be read by domain Y. Is
>that something we can enable?

My understanding is that it is possible to set up system level file access in the manner you describe. I do not know specifically how to do it, but it does appear possible. Once your account is set up, you should be able to learn how to accomplish this either through communicating with our NOC or posting in our private user forums, where others could benefit from the knowledge you request as well.

For almost ** years now, ***** has grown its business by offering exceptional service and support. From our 24 x 7 NOC Staff to our Sales and Billing Departments, we are always happy to help. If you have other questions, or if we can be of further assistance, please don't hesitate to contact us.

I hope this helps get you started and gives you some things to think about. Please feel free to reply with any questions you have and I'll be happy to reply as quickly as possible. Again, thank you for contacting us, I hope to see you join the ***** Family soon!

Sincerely,
HOST #4

No response since Friday, Oct. 21. Just resent original inquiry this morning. Will update if/when host replies.



Sponsored Links
  #2  
Old 10-27-2005, 11:07 AM
dharding dharding is offline
WHT Addict
 
Join Date: Feb 2002
Posts: 167
Host 4 finally responded late yesterday...

HOST #4

Quote:
I apologize that you have not received your reply yet. Thanks for resending the questions so I can answer them for you.

We can assist you with transfer from the existing host. If you have root access to the existing server that would make tranfer much easier. If not WHM/CPanel provides a method for transfering accounts using the usernames and passwords of that account.

We can assist you by installing perl modules for you. Perl modules are easy to install with cpan using simple commands such as install perl::modules.

The VPS templates are setup as standard vanilla installs and you can configure them however you wish. Regarding updates you would need to request whatever updates you desire or depending on the OS chosen you could configure automatic YUM updates or cpanel updates as required.

In our shared hosting configurations you can only see your files. If you have multihosted domains in the same account they can share the sames files.

Please let us know if we can be of further assistance.

Regards,

  #3  
Old 10-27-2005, 11:35 AM
Karolis Karolis is offline
WHT Addict
 
Join Date: Sep 2004
Posts: 169
I would choose either the 3rd or the 2nd, depending on other factors.

__________________
UPHosted: Reliable Linux Web Hosting
24x7 Customer Support
99,9% Uptime Guaranteed


Sponsored Links
  #4  
Old 10-27-2005, 01:19 PM
writespeak writespeak is offline
Community Leader
 
Join Date: Jun 2004
Location: North of some border
Posts: 5,492
Moved to VPS Forum.

Lois

__________________
Wanna wiki? Check out WHT's web hosting wiki.

Do you have a WHT question or concern? Please open a helpdesk ticket.

  #5  
Old 10-27-2005, 01:20 PM
Redcoat Redcoat is offline
Web Hosting Guru
 
Join Date: Mar 2005
Location: United States
Posts: 307
I would go with HOST repsonse #3.

Although he did reply with a lot of text to read, it was thourough and easy to understand. So if you ever were to have a problem and need assistance, you would get a solid answer. I would much rather have too much information thatn too little.

  #6  
Old 10-27-2005, 04:30 PM
hostingvince hostingvince is offline
Web Hosting Guru
 
Join Date: Mar 2004
Location: London, UK
Posts: 284
I'd go with #2 as they seem more willing to help you and teach you at the same time.

I also want to take a guess at who they are

#1 EuroVPS
#2 PowerVPS

No idea on 3 or 4

- Vince

  #7  
Old 10-27-2005, 05:39 PM
layer0 layer0 is offline
Performance Specialist
 
Join Date: Dec 2004
Location: New York, NY
Posts: 10,497
Quote:
Originally Posted by hostingvince
I'd go with #2 as they seem more willing to help you and teach you at the same time.

I also want to take a guess at who they are

#1 EuroVPS
#2 PowerVPS

No idea on 3 or 4

- Vince
Yes, Host #2 is definitely PowerVPS, I don't think #1 is EuroVPS though.

__________________
MediaLayer, LLC - www.medialayer.com Lightning fast web hosting since 2005.
The pioneers of optimized web hosting, featuring LiteSpeed Web Server & SSD Storage
Learn how we can make your website load faster, translating to better conversion rates for your business!

  #8  
Old 10-27-2005, 05:47 PM
isalex isalex is offline
Junior Guru
 
Join Date: Jan 2004
Location: somewhere...
Posts: 175
I think Host #3 is ServInt, but could be wrong.

  #9  
Old 10-27-2005, 06:35 PM
dharding dharding is offline
WHT Addict
 
Join Date: Feb 2002
Posts: 167
Good guesses.

#1 - Liquidweb
#2 - PowerVPS
#3 - Servint
#4 - JaguarPC

While it was a close decision between #2 and #3, I've opted to go with PowerVPS. Their response was the quickest, and seemed very helpful. Also, after doing some reading at the various hosts' forums, that one left me with the best "feeling" of the bunch.

While I'm certainly no expert, the one thing that dissuaded me the most from going with servint is the whole benchmarking and "damping" discussion; that and several complaints about their network.

PV isn't accepting any new clients at the moment since they are in the middle of a migration, but as I'm not in a rush I'm willing to wait...

I don't know that any of the choices would have been bad ones per se; it just comes down to a NEWBIE's comfort.

  #10  
Old 10-27-2005, 08:04 PM
Alex Alex is offline
Web Hosting Master
 
Join Date: Apr 2005
Location: Oz
Posts: 3,497
Pretty good choice, in my opinion the top VPSes are PowerVPS and Steadfast Networks. It really depends on what you want (since they both have different pricing on different plans). Please come back and tell us how this all goes for you!

-Alex

  #11  
Old 10-31-2005, 09:25 AM
Layershift Andrew Layershift Andrew is offline
Aspiring Evangelist
 
Join Date: Aug 2002
Location: Manchester, UK
Posts: 367
I'd have gone with #2 if all other factors were the same. #1 would have stood no chance due to very poor English and grammar and the agent not seeming to care about answering you in full. I believe in making customers know they are understood and respected, not like "I cannot be bothered to read your email in full and would rather be at home watching TV" (which #1 would make me feel like). I think there is perhaps a little too much copy-and-pasting in #3 so that would personally deter me, but I do appreciate it's all relevant and helpful so I would not rule them out as it can be useful to users new to VPS's. #4 are 3rd for me due to the slow/no response, but are still ahead of #1.

If I was personally responding to a sales ticket for a VPS I would have sent very similar to response #2. If one of my staff sent response #1 they would be discussing professionalism and customer courtesy with me right now and be reminded what English actually is.

__________________
Andrew Cranson, Director of Operations
Layershift Fully Managed Cloud Hosting :: WizzVPS Cheap Unmanaged VPS :: UK, USA, Singapore
Jelastic :: Next generation PaaS - UK Java & PHP Hosting
True 24x7 Technical Support - peace of mind around the clock!


  #12  
Old 11-01-2005, 07:48 PM
brianbloom brianbloom is offline
Junior Guru Wannabe
 
Join Date: Apr 2003
Posts: 60
Great thread!

Wow, thanks dharding, for a great post!

I've been considering switching VPS providers for a while and have gone nearly blind comparing the specs of all the current offerings. But I wasn't taking into account the intangibles like the thoroughness of their support staff, and I'm glad to say you helped me a lot with narrowing my choices down.

Granted, I could have done the same, but at the moment I've just been "window shopping" and didn't want to soak up any of their time until I was closer to buying. But you've saved me a considerable amount of that work!

Thanks again... Hopefully some of the providers (and I'm really not referring to anyone in particular) will see that customer interaction is a significant element of the business and will focus additional effort there if needed...

bb

  #13  
Old 11-02-2005, 04:37 PM
FalseDawn FalseDawn is offline
Junior Guru Wannabe
 
Join Date: Aug 2005
Posts: 57
Wow, #1 totally blew it with their poor grasp of English. Native speaker or not, there's no excuse for not using a grammar/spell checker.
If I had anything to do with it, the person responsible would be getting an earful right now.

Reply

Related posts from TheWhir.com
Title Type Date Posted
Insider Data Theft Among Top Cybersecurity Threats for US Federal Agencies: Study Web Hosting News 2014-05-01 08:34:04
Web Hosting Sales and Promos Roundup - December 6, 2013 Web Hosting News 2014-05-23 15:42:37
HostingCon and the 6 Keys to Improving Sales Results Blog 2013-06-19 09:21:16
Prolexic Stops Massive DNS Reflection Attack Web Hosting News 2013-05-30 15:50:21
What is Cloud Enablement? Blog 2013-05-15 11:32:09


Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes
Postbit Selector

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is Off
HTML code is Off

Forum Jump
Login:
Log in with your username and password
Username:
Password:



Forgot Password?
Advertisement:
Web Hosting News:



 

X

Welcome to WebHostingTalk.com

Create your username to jump into the discussion!

WebHostingTalk.com is the largest, most influentual web hosting community on the Internet. Join us by filling in the form below.


(4 digit year)

Already a member?