Softlayer complaint
I've been using Softlayer as my server provider since 2006, back when they were The Planet. And I've always been exceptionally happy! Rarely did I have any server problems, I had a sales rep that I could work with regularly to get the best price, and when I did have an issue their tech support has always been fast and helpful. Average response time from tech support has always been about 30 minutes.
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But recently they changed... something. I don't know if they were bought out by IBM or what, but everything took a HUGE downturn!
I'm currently having a software issue, not super urgent still pretty important. I submitted a ticket at 10pm last night, and in that ticket I pointed out that I have a specialized port number for them to use when SSHing in.
Three hours later, I received an auto-reply.
Another hour later, I got another auto-reply that the ticket had been assigned to someone, but it didn't seem as if English was the writer's first language.
Two hours later (now 6 hours after I submitted the ticket), I received a reply that they couldn't SSH in to the standard port (remember that I gave the correct port when submitting the ticket), then pasted in "possible solutions" that had nothing to do with the problem at all.
So now here I sit, 17 hours after submitting the ticket, and I haven't had anything close to actual help.
If this is the new standard then when it comes time to upgrade to a new server later this year, I'm going to be shopping around :-(
Is it a managed service? Indeed, if you're paying extra for a managed service, I'd expect competent answers the first time.
Run like the wind. Hosting is a competitive space, I'm sure you can find a better partner, maybe even save some money.
Don't have any recommendations, though. Haven't had a dedicated box since the EV1 Servers days (before The Planet).
Sounds like the tech help has been outsouced. This is occurring at an alarming rate. Ultimately you get what the company is willing to pay their employees.
Sounds like it is time to change service. Sooner rather than later if your site is sole source of income!
My current server is running CentOS 6, so I was going to have to upgrade sometime this year anyway. I'm generally a very loyal customer (which is why I've been with them for 13 years), but I guess it's time to do some shopping around. If service has gone to crap then why pay extra?
In the next few months I'll probably be asking for recommendations... not a journey I'm looking forward to! Last time I was in this position I signed up with a bunch of junk companies before finally finding The Planet, and my business really suffered from it.
WebmasterWorld hosts with Liquid Web, I believe. They're a pretty safe bet, reputation-wise.
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