no, the server login details :)
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no, the server login details :)
Hi Dwdm - can you explain this more?
In the ticketing system it now states:
- Every question apart the leased services will be invoiced after confirmation.
- Invoicing of questions will be processed as "Remote Hands" (30€ /30 min).
So - asking a question now will cost 30 euro? Thats almost $50 for me. Since the cost is high to me, can you differentiate what is considered part of the leased services and what isn't? Its not like there is an extensive FAQ to get answers from right now (though i hope that will grow)
I would have submitted a ticket asking, but don't want to be billed 50$ to be told that questions like this are $50
Just read the explanations and you will understand.
Customers are abusing tickets to get technical support on topics like "how can I configure my PHP" or "what is linux". This should not be free and I guess everybody can understand that.
Normal tickets with real issues are free - everything else would be madness.
Quote:
Originally Posted by dwdm
Hmm i did send sale support a "real" question ,
It have been 4days now and not any answer.
This things makes people change their mind and look for some other provider.
Quote:
Originally Posted by dwdm
heh - ok.. i think i'm safe then - that makes sense. Imagine renting a movie from Blockbuster then phoning them and asking how to connect your dvd player to your tv...
So far for the past 2-3 weeks since I got with them the speeds are solid, servers are great. First box was setup within 12 hours, since then demand has gone through the roof and I'm waiting 3 days now for 4 new servers.
Bit slow on the ticket replies, I think they got caught off guard by OVH losing a bundle of customers at once and most of them moving to server.lu instead. Hopefully this gets fixed. Traffic is great though, in under a week over 1TB moving out of the box and nearly the same going in.
You wanna setup your own usage monitoring through MRTG or something though. Our graphs show 900GB on one server while their usage charts show about 24GB ...
I've noticed their bandwidth usage graphs are not very accurate as well -
EDIT:
Support is letting me down rather large this week. I've dropped $2000usd in less than 3 weeks and can't even get a response to an email sent 48 hours ago. I phoned the other day between 5-7pm CET but there was no response, and the site says 8am to 8pm so not sure what happened there.
The actual sales pages say 24/7 phone & email support, so 48 hours without a reply seems a bit dodgy, maybe I'm emailing the wrong place? What phone number & email do I use for this 24/7, it's not listed anywhere that I can see.
I'm also curious about SLA's. There's network uptime guarantees but what sort of SLA is there if a server goes down or network issue? None of this is mentioned anywhere.
I will say one thing though, when they have stock the setup time is awesome. I ordered a DS10000 today (Friday afternoon) and it was setup within 2 hours. Maybe I'll get an email for my DS9000 ordered today as well before they go home :)
So A+ on setup when it's in stock, C- for email response times to [email protected], and depending what your ticket query is about response times can be A or C.
I'm totally sold on the hardware and network though, there just needs to be a big improvement in service levels now with the major increase of customers dumping OVH lately.
just ordered from them, this thread helped a lot, what is the delivery time on them? I didn't see anyone mention it.
Depends what server you ordered. There was a backlog on the DS7000's that took a few days for delivery but DS9000 was up within 2 hours of ordering on Friday afternoon. DS7000 seem to be most in demand atm, I might still be waiting for one but I'll need to double check :D