Mara Alexander
1 review written · 3.0 average
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Reviews by Mara Alexander
★★★★★
PRO: I've been a customer less than a month, but so far (*knock on wood*) the servers have been solid. No downtime, none of the issues I had with the previous provider. I was with ServInt for 12 years, but once they sold to Leaseweb everything went down hill from there. The price is very reasonable. I'm getting much more RAM and disk space for less than I was paying with the previous provider. Jacob, the company founder, rocks. He knows his stuff, he has a very "mellow vibe" about him that comes from when someone knows what they're doing. Honestly, it's rare in web hosting. I'm female, I've been doing hosting for 17 years, and I've had more than my fair share of male techs with an attitude wanting to challenge what I knew to be true. The few pre-sales convos I had with Jacob I didn't get any of that nonsense. CONS: Jacob is only one person. Because if you could clone him and staff all support shifts with his clones....well, no company could afford that. The support staff is a real mixed bag, and I'm trying to be generous here. They're all polite, at least there's that, but they're simply not addressing my support requests, not reading the ticket. It's a big problem with ALL hosting support techs, I know, and I also know it's a tight labor market. I submitted a ticket with a very clear question and listed steps I'd taken to troubleshoot it. I like to be proactive. Each scanned the ticket to varying degrees, but missed the MAIN question, which I not only made clear, it was the subject line of the ticket. The last tech to reply suggested that "someone with a computer with the IP of [IP]" must have access to my account. The IP in question? The server's IP. The one I rent from iWF. *sigh* iWF migrated my accounts over from the previous provider. Most of it went fine, but 2 databases didn't get transferred over. I'm torn between thinking "mistakes happen" and "How *could* that kind of mistake happen?" BOTTOM LINE: The plan I purchased is supposed to be managed. But after my experiences with their support, I have ZERO faith in most of their support staff. I won't be asking them for anything. I've been doing this for 17 years, I'm used to knowing more than tier I and II support. But they need to have at least a clue, or enough of a clue to pass my ticket up the chain. And these guys tonight...SMH At the same time, the servers seem solid, the price is right. I'll hire an outside company to cover maintenance and call it a day.
