from here. Multiple servers for just over a year, and am very happy.
It appears LT is taking a lot of our customer service feedback to heart and from what I have seen in ticket response times, tone & content, they are working to make good changes. Our tickets have been replied to more quickly lately.
LT has also dramatically improved the handling of Abuse issues, which was a really bad sore spot for me personally. It was as if "Abuse" was an invitation -- the customer service was definitely lacking here. Haven't seen that particular tech in tickets in 6+ weeks now and the new Abuse Dept. guys are very
courteous and helpful. They've also increased the disconnect windows from 1-12 hours, to 24-48 hours (depending on the problem) which does wonders for our stress level -- gives us a chance to clean things up and we have the time to make sure it's been done right.
I feel the pricing is excellent for the product and service. The reseller margins are good, if you're in the multiple server market. The SAVVIS bandwidth is truly premium stuff and we have been very
happy with the connectivity/peers to pretty well everywhere. No signs of oversaturated pipes.
We were victims of a switch failure a few days ago, on one of our dedi's. I don't know if it affected anyone but us, but the server was offline for about 90 minutes. The only thing that bothered me was that I could not
get a reply from tech support on what the problem was. I would have liked to have known if they were swapping out hardware on the server trying to get it to reboot
or if they were having to manual FSCK, or what? Or if it was an "unknown network problem"? I don't need a book, just give me something
to tell the client.
I was so paranoid that I opened a ticket w/ billing to make sure that the server hadn't been unplugged for non-payment. Modernbill showed everything was paid up, and I hadn't received any overdue notices, but when the server is down and down and down, you begin to get really worried....
Given that it was a switch problem, internal to LT, I know from d.c.-level experience that 90 minutes' downtime is a perfectly acceptable repair window.
Kudos to them for their fast and solid repair work. Obviously they narrowed down on the issue, identified it, and repaired it promptly. I was impressed. Switches fail at all
data centers (been there/done that too) so this is no reflection on the quality of their hardware. It is definitely a reflection on the quality of their workmanship though.