Exclamation ** WARNING ** Do NOT use OVH Public Cloud for Production Servers : Cheap != Quality
TL;DR
1) At this time, due to fundamentally broken support policies, critical system bugs and institutional incompetence, it is very possible, if not likely, that you may have a server go down, be locked out or be incapable of managing your server.
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2) Tech support may utterly refuse to assist you if you don't go through an absurd verification process, even if you argue impossibility.
3) Tech support is also unable to resolve a good portion of issues outside of French business hours due to institutional policies and a refusal to empower and equip their techs, regardless of the underlying reason for the downtime.
4) There is no executive response team or ability to escalate an issue past their tech support. Every OVH account, including Twitter, will ignore any inquiries (which makes you wonder why they exist) and attempts to contact management fall on deaf ears. Other than submitting a request for an SLA reimbursement (pittance compared to the loss) there is no other avenue of remediation or customer service.
As a result of this, I can only conclude that OVH is not currently serious about their platform being utilized for production systems.
BACKGROUND
Due to OVH's recent Public Cloud offering and planned expansion into the US with a couple more data centers, we've been utilizing OVH's Public Cloud quite extensively. However, the control panel has been littered with bugs and I repeatedly ran into issues with their customer/tech support that proved particularly frustrating, since live, production servers were down.
Although I still wouldn't mind using them for dev or staging servers, given the bugs in their control panel and the fact that their team is not staffed to be able to handle issues 24/7, it might be a day or more before a resolution is fully realized, regardless of the underlying reason. The following are my experiences from the last three weeks. I saved the best for last, so make sure you stick around!
1) OVH's control panel is a buggy mess. It seems their architecture is micro-services based and will routinely refuse to connect and gather information about your existing services. I needed to critically re-image a box to re-provision it, but was unable to manage any of the instances due to repeated backend connection failures. This seemed to happen on a project by project level, as some would respond and others wouldn't randomly. A few hours of refreshing finally provided me access to the server to handle the request.
2) OVH's billing panel is somehow worse than their control panel. Whenever a new Public Cloud project is created, OVH forces you to pay a $40 activation fee - this isn't per account, it is per project. However, their systems will periodically not create invoices properly for new projects. This will result in a created project that is completely disabled with no ability to activate it, since you must pay the invoice before utilizing the service at all. The best part is, OVH supposedly has no possible way to delete the projects, so my account is now littered with defunct projects that I can neither delete nor access in any way.
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3) Although OVH supports shared billing - the entire process is completely manual. There is also no way to register a new account unless you go through the process of purchasing one of their products, which - as you probably guessed - requires you create a project and invoice. Support tells you to just ignore that created invoice. You then must submit a request by ticket identifying the internal user id of the individual and the project they will take over and the other user must submit a ticket accepting it once the request has been processed. There is no other way to handle the assumed billing profile and this process can take days. If you need a server up for a client in any reasonable amount of time, this is simply not an option.
4) Their only method of authorizing you on your account is to have you log in while they are on the phone. There is NO OTHER WAY that they'll give you access. If your internet is down, you're driving, not at a computer or anything of the sort, OVH will absolutely REFUSE to assist you or give you any access to your account whatsoever. This issue is compounded by the fact that their buggy control panel doesn't seem to log all logins. I was on a call once where I logged in 4-5 times and my login was not reflected on the agent's screen. I was effectively locked out of all technical support unless I wanted to submit a ticket online, which can take a day or more to receive a response.
5) Now for the kicker. Due to a bug in the billing system, we had a public cloud project get suspended. This completely brought down one of our production servers, which nearly 24 hours later is still down. Tech support acknowledged that there was no reason the project should have been suspended (I can only guess that it might have been the original invoice that we were told to ignore that might have suspended it), however they notified me that they have no physical way to reactivate the account or bring it back online. There was, quite literally, nobody, manager or not, on staff that could override the suspension and bring the server back online until France opened their offices the next morning. Of course, the next morning (my time) and 2:30 or so PM French time, the ticket still had no response or resolution. Subsequent calls have found me waiting on the phone for nearly an hour since support can't seem to actually get ahold of anyone on the billing team.
And to make matters worse - there is no executive management team or even someone to handle qualitative complaints. Tech support is nice, and will profusely apologize, most implicitly acknowledging the absurdity of the situation, but there is no one else to escalate the issue to nor discuss the matter with. All attempts to contact the CEO and CTO (in the absence of customer support or an executive response team) fell on deaf ears, and not one tweet was responded to by ANY of the OVH support twitter accounts.
I'm very disappointed in this reality as they have a decent reputation for dedicated servers and a price point that is unparalleled. At this time, the Public Cloud should, at best, have an alpha label while they work out kinks instead of using their customers as guinea pigs. The lack of a responsive customer support team is also particularly worrisome.
Good luck and happy hosting.
I can definitely agree with all of this, their Public Cloud should be labeled alpha at best.
I've had my go with it about a month ago, out of pure curiosity, and it's really far from being production suited.
Just stick with their dedicated servers
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I have just come across this thread and I'm bumping it to see if anyone who is using OVH Public Cloud today can comment on whether these issues have been resolved, along with the general quality of service (e.g. is it stable)?
Thank you
I believe their public cloud has a 99.99% SLA. I use it, but at this time only for a single service. Haven't had any problems, but I'm not in a situation like the OP is in and I have very long experience with OVH.
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I have just come across this thread and I'm bumping it to see if anyone who is using OVH Public Cloud today can comment on whether these issues have been resolved, along with the general quality of service (e.g. is it stable)?
Thank you
I'm using OVH public cloud in Strasbourg France had 100% uptime for the last 2 months.
The control panel in my opinion is one of the worst in the industry especially the billing area.
Tip pay via Paypal! When I first signed up I payed via credit card 1st payment was fine the second payment went though, the marked it as paid then a couple of days that they said that it was declined by the credit card company, checked my credit card statement and the payment had been made and my credit card confirmed this on the phone.
OVH said that it was declined and that the transaction on my statement was a "pre-authorised (pending)" transaction and would be returned by my credit card company shortly. I provided OVH with my credit card statement and a copy of my pending transactions (OVH transaction was not in my pending transactions). They replied with the same response.
I ended up paying twice. And the so called pending transaction has still not been returned (which isn't going to happen as my credit card company said the only way to retrieve the payment is via a charge back )
I've had no issues (so far) when paying via Paypal.
So, to sumarize, performance of the public cloud there has been no issues thus far. But the billing/accounting (with regards to credit cards) is not to be trusted.
I have just come across this thread and I'm bumping it to see if anyone who is using OVH Public Cloud today can comment on whether these issues have been resolved, along with the general quality of service (e.g. is it stable)?
Thank you
I was the original poster, so I'll give you an update.
Their tech, by and large, has always been reliable and solid. It's their customer service, tech support, control panel and accounting layers that are subpar. With their recent expansion efforts fueled by low cost loans and French subsidies, they seem to be making steady progress. Their accounting system is still horrendous, buggy, archaic and makes no sense. (E.g. they just added autopay a few months ago). Their tech support is aloof at best. Their customer support has one of the worst reputations in the entire industry.
The thing is - everyone knows that. It's not a secret. You choose OVH because it's obscenely cheap and reliable. That's just the reality.
Although I still use OVH for staging servers or passive processing servers due to the healthy resources / $ ratio, I would never again put a production system on their servers. They're great until they're not - and knowing it may take days before you get your servers back up is just unacceptable. These realities haven't changed. "Billing errors" can result in your system going down, and the sys admins will refuse to do anything for you until the French team opens. I believe the new US ventures are a separate entity, so maybe you'll get better service there.
Yes - their interface has gotten considerably better but they also have a ways to go. Every major provider has a superior control panel and billing interface. If you can risk being in a situation where you're down for days without recourse, but need cheap/reliable resources otherwise - you'll be ecstatic about OVH. On that level, no one competes.
Tip pay via Paypal! When I first signed up I payed via credit card 1st payment was fine the second payment went though, the marked it as paid then a couple of days that they said that it was declined by the credit card company, checked my credit card statement and the payment had been made and my credit card confirmed this on the phone.
OVH said that it was declined and that the transaction on my statement was a "pre-authorised (pending)" transaction and would be returned by my credit card company shortly. I provided OVH with my credit card statement and a copy of my pending transactions (OVH transaction was not in my pending transactions). They replied with the same response.
This is standard OVH. I've had inquiries to billing/management go months before a response was had. Half a dozen phone calls in, and the customer service agent always says things like "Yes, I can see it's been here a while. I'll put another note and make sure it's escalated" to no avail. In the past, the only time they responded was when I finally disputed a charge.
I know people that used to have a direct line to the CEO, etc because they had enough monthly business through OVH, but they've even said the executives have stopped responding. OVH is playing the marginal game - quantity over quality. They only care about one thing right now: expansion. They're riding a French desire for "le grandeur," who've been pushing to make their mark in the industry.
And to think, their cloud is not that really cheap.
Are there competitors out there that have better price points, especially RAM for $$? I try to keep my pulse on the industry, but I haven't found a decent offering! Pray tell!
Have several servers with them in different locations. Reliability/uptime wise I think 2016/late 2017 was a bit of a nightmare. 2018 has been better. Fingers crossed it stays that way.
And as others have pointed out their Public Cloud Servers are not cheap. They have increased costs here and there which was ok been has uptime has improved. But sure, if they increase prices anymore then there are a few other alternatives around
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I have to say OVH in the UK seems very good so far. Billing always seem to reply within a day. So I can't complain.
It's nice to see this thread bumped as it would nice to know peoples opinion on the OVH cloud now compared to last time. I see they are developing a quicker cloud now as well with trials in France.
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Thank you everyone for your replies. It seems the general consensus is that the service itself is fine (at least recently) but there isn't much of a provider<->customer relation (poor communication, lack of quick action on their side, poor self-serve customer area). I also noticed issues with the billing system / customer area when signing up to experiment.
Have several servers with them in different locations. Reliability/uptime wise I think 2016/late 2017 was a bit of a nightmare. 2018 has been better. Fingers crossed it stays that way.
And as others have pointed out their Public Cloud Servers are not cheap. They have increased costs here and there which was ok been has uptime has improved. But sure, if they increase prices anymore then there are a few other alternatives around
What providers do you recommend with similar tech is cheaper? I'm truly curious. I was under the impression that OVH was a bit in their own league with regard to pricing, especially for a proper openstack powered cloud.
I meant there are a few other alternatives around if maybe paying just slightly a little bit more. I have checked some others but not used them yet and so couldn't mention them as per forum rules.
I prefer to stick with OVH because I am used to their setup control panel wise, etc. But uptime is most important above features/specs/pricing and if they get that wrong then others have to be considered because as the highish price you pay them for public cloud servers it is for the network/specs and uptime. They do not offer the best support as you know and I never use support when hardware/network works properly and so have no issue regarding support when their hardware/network works properly. 2016/17 noticed different downtime because I use different locations making it more noticeable.
Like I said previously though; I have been happy enough with them lately. Hope it stays that way.
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Hi Everyone,
I thought I would get some thought on peoples vie of the OVH Public Cloud.
Is it reliable for production stuff? I know they say 99.999% but anyone can put a figure down.
Is it as quick as having your own dedicated box now?
has anyone had any issues and do they get resolved quickly inside / outside office hours?
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Hi Everyone,
I thought I would get some thought on peoples vie of the OVH Public Cloud.
Is it reliable for production stuff? I know they say 99.999% but anyone can put a figure down.
Is it as quick as having your own dedicated box now?
has anyone had any issues and do they get resolved quickly inside / outside office hours?
I used to use their public cloud and cloud VPS services and I don't recall ever having any downtime or problems, but regardless, if there are problems you will need to call them for instant support. They seem to be understaffed currently so ticket replies for incident reports take well over 24 hours.
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They are out of stock for most of their services in Australia so I would say they under estimated the demand a bit.
Either that or a bunch of people got overly excited and just went nuts ordering cheap servers.
It wasn't really a new thing hear in Au though as we have always had a few budget VPS providers come and go, but the dedicated server pricing is something that a lot of us hadn't found in Au before.
Plus OVH have their own network, a lot of cheaper providers just colocate equipment and don't actually own any of the networking gear which makes a huge difference.
Then again with all the new laws hear in Au regarding network operators not having to worry about the network isn't necessarily a bad thing.
