but here it the original message for better comfort:
We are a customer of Bobcares since nearly 6 months now, the reason why I am coming to this forum is because I have the impression our complains are not taken care of seriously by Bobcares. I guess if we make the things public they might want to improve theirselves and finally maybe listen to us and offer us what was intially promised and still promised on their website!
We signed up for their Plesk Server Administration (http://bobcares.com/page-187-78.html
) for the amount of 199 $ / mo, they also call this plan the “platinum plan”. This amount gives us 5 hours of server administration.
Our first support request was sent on 21 Jan 2008 and on 24 Jan 2008 we submitted another request. I would like to highlight that the first 2 requests sent to them did not consume our 5 hours of work. When we sent them a request on 24 Jan to proceed a Proactive Security Audit on our servers, they proceeded with a basic security check and later in this ticket they wrote:
We have done only a basic check with rkhunter. It doesn't cover up all the security checks for your servers.
For a proper security audit with servers we recommend you our Platinum or Gold plans. For further details on our plans please visit the link, http://bobcares.com/page-26-22.html.
If you are interested, please write back with your comments.”
it seems the techs are not aware of the plan we have subscribed to. This is very important to mention it because it seems Bobcares has a huge internal management and communication problem.
During those 6 months we asked them different setups and they requested extra money, no reason was given. They would not tell us that we had spent all our 5 hours on different support issues. Anyway regarding this matter, their system is REALLY BAD, the client has NO WAY to control how many hours they worked on a support request, which means when they work on a request they should (my opinion) let us know how many minuts they worked on that issue so as a customer we can decide if we will move forward with this “setup” or not. In fact you have no way to control them.
Another time, I have been requested 1 or 2 hours of work for a single task, after discussion and the feeling that our 5 hours were not exhausted, they finally did the job under the Platinum Management plan IN 15 MINUTS !!! Of course immediately after I asked them why they were ready to charge us 1 or 2 hours (I do not remember if it was one or two), they said they were charging per hour and not per minut, sorry guys but for me 1 hour is STILL 60 minuts...
We faced multiple times this problem with Bobcares requesting money while honestly I had the feeling we were not over our 5 hours of included sys admin management.
About the support itself now. Well I can say we are satisfied of them, their techs are real professionals and this is why we do not intend yet to move away from them BUT we lately faced an issue with them. We requested to setup LiteSpeed on one of our servers, it seems they totally messed. Of course as usual they claimed money (payment was requested PRIOR to do the setup) without giving any explanation. Hopefully we did not pay them before the task was done because the setup was not done properly and I think they were unable to configure LiteSpeed properly just because they did not assign the right level of engineers to this ticket (my opinion). Till now we are obliged to request LiteSpeed support itself.
Prior to be a Bobcares customer we were a customer of serversurgeon, the service was really great, a bit pricy though (in terms of the hour rate, I think 50$ / hour) but this team is a bunch of professional as for the technicians as for the billing. Every month we were getting a complete report about how many minuts were spent on EVERY request, if we were over our quota, we were getting an invoice we were invited to pay. Even if they were a bit pricy we still consider them if we need to move away from Bobcares because of their lack of management / communication. The only reason we moved to Bob is economic only
Yesterday I asked them to speak to a manager through IM, no one was available as in most of the time when they know the client is going to complain.
I gave the example of ServerSurgeon because I honestly think Bobcares should follow such example to improve the quality of their services.