Web Hosting Talk : Web Hosting Main Forums : Cloud Hosting : VPS.net customer question unanswered

[Ashocka]

Hi,

I posted a question on VPS.net forum for presales questions over a month ago on "Scalability (from small to meduim, to a sudden /.ing)" and how VPS.net cloud hosting would manage this.

I received two brief inadequate answers (for me).

Please understand I did as much searching of their wiki and other FAQs before I asked this question. There really seems to be little information to explain their product. (It does need explaining IMHO)

I posted a reply asking them to explain how this works... for instance, how does this scaling work to automatically handle a /.ing if I am unable to monitor this and manage it in real time. I need a real example of how this scales in this situation so I can understand the product I am purchasing, because it seems to me what they are saying is in order to handle a /.ing you need to have purchased enough nodes prior to the /.ing in order to handle, in otherwords, there is no preset to just running one VPS and being billed for that, but have some automation to scale your service and billing as required. I just wanted clarity on this, and there is none that I can find.

Their site is so highly moderated even my last post isn't there. It's been more than a month.

Hope others have more satisfactory experiences getting satisfactory answers from them.

[eming]

Basically VPS.NET can monitor the load of your server, so like:
If RAM usage is above X for Y minutes, add Z nodes (ram resources in VPS.NET)

This is the admin to control it.

So you do not buy the nodes prior to getting slashdotted or dugg...VPS.NET takes care of that for you.

Hope that helps


D

[IGobyTerry]

First, let me apologize for any mis-understanding you have about our product. My inbox is open at all times. If you ever have a question, or would like to see something more from us, please don't hesitate to contact me at terry(at)vps.net.

Regarding the forum, we've been drastically neglecting the maintenance of that. I'm going to take care of it now. One of our technicians set it up, and locked it down. Unfortunately they locked it down a little too hard. We've been busy with a lot of different things, like our new cloud setups, various conferences ... etc and the forum just hasn't received the loving it deserves.

As Ditlev explained, it's not necessary to pre-purchase the nodes. You can do it at any time, and with our newest clouds, you can add nodes on the fly to increase your RAM & CPU allotments without even needing to reboot. Disk space adjustments still require a reboot, but we have the guys on a diet full of energy drinks, working away to make it so it isn't that way much longer. Additionally, we do sell Server Density licenses, which you can install on your Cloud VPS. When you install this you can setup certain CPU/RAM/Disk Space thresholds; if you Cloud VPS ever hits those thresholds, nodes will be automatically added to your VPS, mitigating the possibility of your site going down from being overloaded.

Again, please don't hesitate to email me with any questions. I like working with our customers and developing customized solutions from their specific needs. I look forward to seeing any challenges you might have to throw my way.

Originally Posted by Ashocka

Hi,

I posted a question on VPS.net forum for presales questions over a month ago on "Scalability (from small to meduim, to a sudden /.ing)" and how VPS.net cloud hosting would manage this.

I received two brief inadequate answers (for me).

Please understand I did as much searching of their wiki and other FAQs before I asked this question. There really seems to be little information to explain their product. (It does need explaining IMHO)

I posted a reply asking them to explain how this works... for instance, how does this scaling work to automatically handle a /.ing if I am unable to monitor this and manage it in real time. I need a real example of how this scales in this situation so I can understand the product I am purchasing, because it seems to me what they are saying is in order to handle a /.ing you need to have purchased enough nodes prior to the /.ing in order to handle, in otherwords, there is no preset to just running one VPS and being billed for that, but have some automation to scale your service and billing as required. I just wanted clarity on this, and there is none that I can find.

Their site is so highly moderated even my last post isn't there. It's been more than a month.

Hope others have more satisfactory experiences getting satisfactory answers from them.

[Ashocka]

Originally Posted by eming

Basically VPS.NET can monitor the load of your server, so like:
If RAM usage is above X for Y minutes, add Z nodes (ram resources in VPS.NET)

This is the admin to control it.

So you do not buy the nodes prior to getting slashdotted or dugg...VPS.NET takes care of that for you.

Hope that helps


D

Thanks eming, that does help.

I guess they are an onapp.com client. I'm just looking at that web site now to try and get a better understanding of this so I know how it works, what I get, what is mine to configure and manage etc.

I just wanted feasible answers and explanations. It really amazes me that companies like VPS.net are not helping their own business by producing documentation that addresses clients concerns, or even letting their clients produce the documentation for them on wikis and forums.

[eming]

Originally Posted by Ashocka

Thanks eming, that does help.

I guess they are an onapp.com client. I'm just looking at that web site now to try and get a better understanding of this so I know how it works, what I get, what is mine to configure and manage etc.

yup - VPS.NET is powered by OnApp, but this specific auto-scaling part is actually programmed by the VPS.NET guys and integrated using the OnApp API's.


D

[Ashocka]

Originally Posted by inogenius

First, let me apologize for any mis-understanding you have about our product. My inbox is open at all times. If you ever have a question, or would like to see something more from us, please don't hesitate to contact me at terry(at)vps.net.

That is a very kind offer Terry.

Regarding the forum, we've been drastically neglecting the maintenance of that. I'm going to take care of it now. One of our technicians set it up, and locked it down. Unfortunately they locked it down a little too hard. We've been busy with a lot of different things, like our new cloud setups, various conferences ... etc and the forum just hasn't received the loving it deserves.

I don't like going around kicking people or companies, but for your own good (and I went to VPS.net because people here recommended you) you need to do something about this situation.

You want QA on your documentation, and everything, but it's a red flag when you find that there is poor support like this from sales staff. If you don't address it, it may cost you, because I could easily have walked away and found someone else using onapp cloud hosting who is more responsive... you will see over on the VPS section I just posted a good review of a VPS provider I was with, so I don't just go about complaining. But if those observations and complaints lead to improved service, we both win, so that is what I wish to see.

As Ditlev explained, it's not necessary to pre-purchase the nodes. You can do it at any time, and with our newest clouds, you can add nodes on the fly to increase your RAM & CPU allotments without even needing to reboot. Disk space adjustments still require a reboot, but we have the guys on a diet full of energy drinks, working away to make it so it isn't that way much longer. Additionally, we do sell Server Density licenses, which you can install on your Cloud VPS. When you install this you can setup certain CPU/RAM/Disk Space thresholds; if you Cloud VPS ever hits those thresholds, nodes will be automatically added to your VPS, mitigating the possibility of your site going down from being overloaded.

Thanks, but it would be far, far, far more efficient for both of us if these types of explanations could be found on your web site. I hope this happens in the future.

You know, often users and clients are willing to offer this documentation back via wiki's etc. It can be moderated.

Isn't it funny how it took a few days to get my initial question answered on your forum, then no followup after a month, but an answer within 20m on WHT

Again, please don't hesitate to email me with any questions. I like working with our customers and developing customized solutions from their specific needs. I look forward to seeing any challenges you might have to throw my way.

That's great to hear

[Ashocka]

Originally Posted by eming

yup - VPS.NET is powered by OnApp, but this specific auto-scaling part is actually programmed by the VPS.NET guys and integrated using the OnApp API's.


D

Thanks for that. That type of detailed explanation helps clarify and educate further. Much appreciated. And thanks for developing such solutions, they are much appreciated by many, I feel assured.

[IGobyTerry]

Our entire website, including our control panel, and forum, are receiving a complete new design from Mark Boulton. It's not just our customers that can't wait - all of us at the VPS.NET staff are excited to roll it out too. The current site, as you have pointed out, is severely failing. Unfortunately there's just not a whole lot of additional customizability, and adjustments that can be made to it, and at this point, a lot of the information is so out dated, it'd need a complete overhaul anyway.

Rest assured we hear your concerns, and are working towards improving the flow of information. With the new site the documentation will be improved, and we're going to begin doing weekly/monthly webinars (haven't decided on cycle yet). We're also in the process of hiring additional management, like Simon James, who recently started as our CTO, and has already dramatically improved our services. We're also bringing on one more person next month who will be solely responsible for communicating with the masses.

Isn't it funny how it took a few days to get my initial question answered on your forum, then no followup after a month, but an answer within 20m on WHT

That's our fault - I'm working on adjusting the setup of our forum now, and hopefully the changes will bring improvements in the way we're able to communicate with customers. Thanks for bringing this up. I knew of the problem, and wanted to fix it, but it was something that always got pushed back to the next day's work.

[Ashocka]

Originally Posted by inogenius

Our entire website, including our control panel, and forum, are receiving a complete new design from Mark Boulton. It's not just our customers that can't wait - all of us at the VPS.NET staff are excited to roll it out too. The current site, as you have pointed out, is severely failing. Unfortunately there's just not a whole lot of additional customizability, and adjustments that can be made to it, and at this point, a lot of the information is so out dated, it'd need a complete overhaul anyway.

Rest assured we hear your concerns, and are working towards improving the flow of information. With the new site the documentation will be improved, and we're going to begin doing weekly/monthly webinars (haven't decided on cycle yet). We're also in the process of hiring additional management, like Simon, who recently started as our CTO, and has already dramatically improved our services. We're also bringing on one more person next month who will be solely responsible for communicating with the masses.


That's our fault - I'm working on adjusting the setup of our forum now, and hopefully the changes will bring improvements in the way we're able to communicate with customers. Thanks for bringing this up. I knew of the problem, and wanted to fix it, but it was something that always got pushed back to the next day's work.

Well, hopefully VPS.net potential customers see this post and see the upcoming improvements. Hopefully you are successful in addressing all the stated shortcomings in the previous website functionality. It could be quite costly if you don't... but all the best

[IGobyTerry]

Originally Posted by Ashocka

Well, hopefully VPS.net potential customers see this post and see the upcoming improvements. Hopefully you are successful in addressing all the stated shortcomings in the previous website functionality. It could be quite costly if you don't... but all the best

There's no harsher critic than ourselves. We're excited to see what Mark Boulton comes up with. Something that should be pointed out is that the cloud is a complicated setup. We fully understand that, and it's part of the reason why our current site is so minimal. We try to take a consultant-like approach. We want to see what our customers are doing and work with them to give them the best solution. Unfortunately, as we've found out, users like yourself don't need that kind of hand holding, and would prefer to work out what you need without involving us. The new site will incorporate that kind of thinking, while also still allowing us to work very closely with our customers. So far we think the new site will provide for a happy medium, accommodating both of our customer types.

[Ashocka]

Originally Posted by inogenius

There's no harsher critic than ourselves. We're excited to see what Mark Boulton comes up with. Something that should be pointed out is that the cloud is a complicated setup. We fully understand that, and it's part of the reason why our current site is so minimal. We try to take a consultant-like approach. We want to see what our customers are doing and work with them to give them the best solution. Unfortunately, as we've found out, users like yourself don't need that kind of hand holding, and would prefer to work out what you need without involving us. The new site will incorporate that kind of thinking, while also still allowing us to work very closely with our customers. So far we think the new site will provide for a happy medium, accommodating both of our customer types.

You know what astounds me... that so called tech savvy companies haven't learned all these lessons from others past mistakes and at least get it potentially right from the getgo. There's a huge wealth of information and evidence out there... you can understand why newbies make these mistakes, but tech savvy professions...... I have no answer....

I have 15 years experience in web development, and when I see a site like VPS.net, it looked to me to try and present a clean and clear interface, but something was very strange in the way that was managed and controlled... and users pick up on that.

To me, you stand to loose a lot of credibility when you do that to users.... you are just lucky that there are a lot of tech savvy VPS.net users here on WHT who have good experiences with you that balances back credibility.

Lets hope there are a lot of lessons being learned, a change in attitude, and successful deployments for you and your customers.

[bryonhost1]

Hi!
Take a tour of the various cloud offers. I did. One of the only downsides to this is disk resizing. It can take up to an hour to add space..but..with experience..you'll start off with what you need and not have to worry about it.

I would like to see more information on this various distros..and their RAM requirements. Contrary to what the source site says..many need two nodes minimum. I know. I found out the hard way. The Turnkey Google Apps image needs two nodes..it must have it.

>>>Even the LAMP image needed two nodes before it would start properly.

I think most people would like more information out of the GUI. I know i would. Error messages would be nice...instead of building a vm and simply not have it start...and not know why.

All in all..it's a great service.

[IGobyTerry]

Thanks for the feedback from both of you. Tomorrow we're going to discuss creating a product roadmap forum, where we'll allow the people who come up with most of our innovations (our customers!) to discuss where we should go in the future.

[Ashocka]

Originally Posted by bryonhost1

Hi!
Take a tour of the various cloud offers. I did. One of the only downsides to this is disk resizing. It can take up to an hour to add space..but..with experience..you'll start off with what you need and not have to worry about it.

I would like to see more information on this various distros..and their RAM requirements. Contrary to what the source site says..many need two nodes minimum. I know. I found out the hard way. The Turnkey Google Apps image needs two nodes..it must have it.

>>>Even the LAMP image needed two nodes before it would start properly.

I think most people would like more information out of the GUI. I know i would. Error messages would be nice...instead of building a vm and simply not have it start...and not know why.

All in all..it's a great service.

Thanks... interesting input

[kittiwat]

Originally Posted by eming

yup - VPS.NET is powered by OnApp, but this specific auto-scaling part is actually programmed by the VPS.NET guys and integrated using the OnApp API's.


D

Ditlev, I know this question is probably a bit off-topic, but would it be possible for this feature to be integrated into onApp any time soon?