42 ms·

Fanatical Support? Once requested custom pricing info, 56 hours later I got a call from someone who had no idea what I was asking about.

by snackai 10y ago

jwdunne 10y ago
For non-technical users, you must use Plesk. Want to use WHM because cpanel is more familiar? Won't support the server at all. Want to use CloudLinux because it makes multiple PHP versions easier for the less technical? Won't support your server at all. So it's only fanatical support for a subset of what most vendors usually support. Don't get me wrong, support is better than what you get with say eUKhost but a lot of stuff is faster to just do myself than pick up the phone and listen to some bad techno until I get through to Linux support. Fanatical Support my arse.
- snug 10y ago
  Rackspace makes that clear from the beginning. Do you want someone who can support the most common usecases very well, Apache, Nginx, MySQL, Ubuntu, CentOS. Or do you want mediocre support that can support YOUR use case. What you need is a consultant or a service that specializes in your particual use case.
  - jwdunne 10y ago
    Except that cpanel / WHM IS a common use case. Cloud Linux, I concede, isn't common but making multiple versions of PHP is a common use case.
    - devnull42 10y ago
      As a former support racker I can tell you that while those might have fall outside our offical spheres of support you would have had no issues getting support for cPanel or WHM. CloudLinux support is a different story.
      - jwdunne 10y ago
        Well, we were told by the account manager there is support for it. Then a Linux tech said they simply do not support it. Same case with CloudLinux but understand there. To be honest, it's a bit much for what I needed and confusing as hell to work with myself. The support used to be awesome but I just feel in the last year or so it hasn't been that great.
- newsat13 10y ago
  > For non-technical users, you must use Plesk. Since when is server management non-technical :-) ? Anyway, I recommend cloudron.io these days especially if you use the server to host web apps.

Fanatical Support? Once requested custom pricing info, 56 hours later I got a call from someone who had no idea what I was asking about.

by snackai 10y ago

Fanatical Support? Once requested custom pricing info, 56 hours later I got a call from someone who had no idea what I was asking about.

jwdunne 10y ago

For non-technical users, you must use Plesk. Want to use WHM because cpanel is more familiar? Won't support the server at all. Want to use CloudLinux because it makes multiple PHP versions easier for the less technical? Won't support your server at all. So it's only fanatical support for a subset of what most vendors usually support. Don't get me wrong, support is better than what you get with say eUKhost but a lot of stuff is faster to just do myself than pick up the phone and listen to some bad techno until I get through to Linux support. Fanatical Support my arse.

snug 10y ago
Rackspace makes that clear from the beginning. Do you want someone who can support the most common usecases very well, Apache, Nginx, MySQL, Ubuntu, CentOS. Or do you want mediocre support that can support YOUR use case. What you need is a consultant or a service that specializes in your particual use case.
- jwdunne 10y ago
  Except that cpanel / WHM IS a common use case. Cloud Linux, I concede, isn't common but making multiple versions of PHP is a common use case.
  - devnull42 10y ago
    As a former support racker I can tell you that while those might have fall outside our offical spheres of support you would have had no issues getting support for cPanel or WHM. CloudLinux support is a different story.
    - jwdunne 10y ago
      Well, we were told by the account manager there is support for it. Then a Linux tech said they simply do not support it. Same case with CloudLinux but understand there. To be honest, it's a bit much for what I needed and confusing as hell to work with myself. The support used to be awesome but I just feel in the last year or so it hasn't been that great.
newsat13 10y ago
> For non-technical users, you must use Plesk. Since when is server management non-technical :-) ? Anyway, I recommend cloudron.io these days especially if you use the server to host web apps.