If you only remember a few words of this review - remember "Buyer Beware" . Our company signed up for the 12-month plan, (as it is the most cost effective) but quickly realized that Cloud9 was a terrible fit for hosting Quickbooks Enterprise for our company (we are a construction business) for a number of reasons.
First, as the reviewer from March '14 shared, we are an East Coast company and suffered the same lack of access to tech support due to West Coast hours. Second, we had a number of issues with our start-up and there was no one avail in tech support to assist us when we needed. As a result, we had to outsource and pay our computer tech consultant a hefty sum to get Cloud9 set-up and running. During set-up, we realized that some of the supposedly user-friendly interface features (on the dashboard) are not avail if you are a Mac based company (we are) and/or sign-up with the basic business plan. Cloud9 doesn't tell you that in their free webinar (sales) presentations. As a result, the log-in procedure is not very quick or that user friendly.
Additionally, we had purchased an industry specific version of Quickbooks (Contractor) and Cloud9 doesn't tell you that the 'Accountant' version of the software is the default version which opens up each time you log onto the cloud and there is no way to change that. So, in order to get to your preferred industry version, you essentially have to sign-in twice in order to toggle to your version. It may not sound like a big deal but logging-in to their cloud and then opening up your company file is cumbersome enough without having to perform yet another log-in step/task to get to the version of software you purchased. Considering how expensive Enterprise software is, it wasn't acceptable and we felt duped that Cloud9 doesn't accurately represent their cloud environment for Quickbooks Enterprise.
The bottom line is that we realized that Cloud9 was not going to work as our cloud-hosting company within 2-3 days of trying to go live with it and when we expressed our concerns to them -- we were told, there was absolutely no refund or recourse. Basically - we were trapped for the year and they refused to offer us any type of refund even though they knew we were not satisfied and had difficulty with their service from day #1.
We were so dissatisfied, we ended up leaving Cloud9 even though we'd only been with them a short time. All in all, it ended up being a very costly error for us.
And that is my number #1 complaint. Cloud9 does not offer any type of demo of their cloud hosting platform and experience. Furthermore, we were told by our sales rep, that if we wanted to go with the 12 month plan, we could only exercise that upfront vs. going month to month and then locking in for the year.
As the other reviewer stated, unless you've worked in the cloud before, there is no way you are going to be able to evaluate the experience and "fit" before you try it out and with Cloud9's no demo/no refund policy, you will be locked in whether you like it or not.
Cloud9's business model does not make any sense. The company we are with now has both a demo program and a 30 day trial.
Looking back, I can see now how important that is and I would urge anyone considering making the move to the cloud, to rethink entering into a contract with Cloud9 based on their current policies.
Response from Cloudnine Realtime:
02 October 2014 at 10:24
Your experience sounds like a nightmare. Nobody should have to deal with what you have gone through and for that I am truly sorry and hope to help. Please contact me if you want to discuss your situation regarding a refund or to revisit Cloud9 Real Time services.
But positive changes are in process at Cloud9: we will offer 24/7 phone, email and chat support by January 1st, 2015, so customers on both coasts (and internationally) will get the same level of customer care. We also beef up staffing during the tax season for speedier response.
Unfortunately, however, due to how QuickBooks works, one will always need to toggle in the shared environment. The solution for users who have multiple versions of QuickBooks is to move to our private virtual server environment which will eliminate the need to toggle. I hope you were offered that option. If not, please let me know and we can explore moving you there ASAP.
We do offer 7 day trials, and longer if requested, so anyone looking to test our service may do so. We have offered trials for several years. Evaluations are highly encouraged by sales because each prospects experience is different depending on local computer and Internet access speed. I am sorry you weren't able to take advantage of the trial.
Please go here to take a test drive: http://www.cloud9realtime.com/free-7-day-trial
Again, please contact me if you would like to discuss further: Dave at 888-869-0076 x 2045 or firstname.lastname@example.org.