Web Hosting Talk : Web Hosting Main Forums : Dedicated Server : My LayeredTech support experience

[Weppel]

Hi,

Just a little story about my first "serious" server problem at LayeredTech since I joined them (about 1,5 - 2 years ago).

At approximately 11:30 my monitoring service reported a problem with one of my servers at LayeredTech. After a quick investigation I decided to give the server a reboot to see if that would solve the weird problem that occured. The server never came back up properly and at about 11:45 I submitted a trouble ticket at support.layeredtech.com asking them to investigate. At 11:56 (!) I got a reply from Lance stating that he's investigating the problem, and throughout the issue (at 13:53 and 15:05) he and Kevin kept me up to date on what was being done to my server when at 15:26 the server was brought back up with completely new hardware (chassis swap).

I just wanted to give a big thumbs up to both Lance and Kevin for handling this issue promptly and for keeping me up to date on what was going on with the server, really A+ support!

Kind regards,

Wessel Sandkuyl

[David]

Wessel,

Thank you for your little review!
Glad to know they got things resolved promptly.

[Weppel]

Very welcome David, I too am very glad they got this issue resolved this soon on a sunday.

[kyriakos]

great to see that I made the right choice moving my sites to them!

[resellertr]

Be carefull on OS reloads. I requested an OS Reload 1 week ago, they formatted my Primary and Secondary HDD. I was lucky, there was'nt any important data on Secondary Drive.

[Tina J]

Originally Posted by resellertr

Be carefull on OS reloads. I requested an OS Reload 1 week ago, they formatted my Primary and Secondary HDD. I was lucky, there was'nt any important data on Secondary Drive.

Yeah, we requested a reload on one of our servers and they reloaded the wrong (incorrectly labeled) machine. Make sure you also give them the IP or other identifying information, besides the server ID they gave you, and ask them to confirm that they know exactly which machine you're requesting the reload on. Mistakes can happen, but if you give them more information than they ask for...it should help.

--Tina

[ScottJ]

I always like it when the support team keeps you updated so you know whats going on. Good job LT!

[ITWeb LLC]

I have been a LT customer for over a year and have had mixed results with support. What I haven't had is Weppel's experience of updates during the process. Depending on what category you submit a trouble ticket to, the response and responding agent can vary greatly. Support Triage is good, but some of the other categories can drive you crazy with their silence. Overall, LT is an "A" in my book, but it isn't all roses all the time (as with any host).

[dotwhat]

LT Support praise, mmmmmmmmm very interesting, from what I have seen and experienced when I was with LT was pathetic and I am being generous with using the word pathetic. Billing sales and support are not up to much at all. Sorry but they are ok for companies with one server but we feel they should be avoided by larger companies.

[dotwhat]

LT Support praise, mmmmmmmmm very interesting, from what I have seen and experienced when I was with LT was pathetic and I am being generous with using the word pathetic. Billing sales and support are not up to much at all. Sorry but they are ok for companies with one server but we feel they should be avoided by larger companies.

[jrap]

I have one server with LT that i'm happy with..but their support is TERRIBLE. I've been waiting since the 25th to have a login/password sent to me, so that I can access their bandwidth graphs.