2010 Provider
2010 service provider basicly screwed us all over really badly with the 2010 service line. 20-31% packet loss within the switch itself, slow deliveries, failing hardware, non-performing network: Highest peak ever was just 300Mbps, it seemed like it's capped to 300Mbps peaks, it seemed so artificial, despite best trying. And you call THAT 1Gbps connectivity? Maybe the port was, but the network sure as hell wasn't!
We have sent refund claim to them, via registered mail. They have stopped responding to any and all support tickets as well, capped servers to 20mbps etc. We had to even debug ourself how to make the hardware stable. They simply wouldn't fix the hardware. Continuous issues happening with 2010 service provider, first hardware was unstable, then routers were bad, then cogent were bad, and finally we traced to the switch our servers are connected to. Despite opening tickets etc. this switch wouldn't be replaced, nor we would even get a notice. Still most of the servers are undelivered, despite ordering ages ago.
In my 10+ years of experience of the hosting industry, i've never encountered such a bad service. Even with VAServ the service actually worked until they had major security break-in, and they wouldn't give me a dinew one. They even tried to bill me for a new one. Not even Leaseweb has given such a bad customer service than 2010 service provider, and we all know that Leaseweb's customer service can be at times quite bad! (Tho, some there really excel in customer service! Big applauds still to Charlie Teuwen over at Leaseweb providing true excellency in customer service.)
2009+ Plans
2009+ has been introduced, as you may have well noticed. After 2010 service provider OVH really is like premium hosting. We know some certainties of OVH: The network and the hardware really will perform at stated levels. OVH you all probably know very well already, provider of very high value per euro servers.
2009+ plans are based on OVH, and are unmetered, uncapped and unlimited servers. Only 8 users per server as well. They are truly amazingly value for you aswell, just 9.95€ per month for 115Gb HDD, 250Mb ram and 100Mbps. That's damn sweet, isn't it?
What is happening with 2010, 2009+ now?
We are transitioning all 2010 users to 2009+, automatically. You may request change to 2009 plan as well if you want to. You will get the full paid time, despite 2009+ being more expensive than 2010.
Furthermore, plan downsizing is allowed. If you have 2010 Large you may change to 2009+ Medium and get 1 extra month. 2010 Medium to 2009+ small gives 1 month as well. If you had longer than quarterly cycle then more extra months might apply. For monthly payments these changes are not possible.
2009 services have Gbit offerings if you want to change to 2009 Gbit offerings, open a support ticket.
Delivery times, etc?
Due to the immense growth spur we've had, and the 2010 ordeal we are very badly behind schedule. Current best case scenario for full delivery all pending orders, and 2010 users is 2 weeks for 100%, but we are expecting more like 3-4 weeks. This is partly due to the first roll out of 2009+ costs WAY WAY more than 2010 revenue was. So even if our money wouldn't be tied with 2010 service provider, it would be somewhat slowish delivery. A lot of funds being tied with 2010 service provider slows deliveries even further. Rolling out a single server is at least 3hr job as well with all the testing etc. involved.
We are getting there, but it's massive amount of work! And rest assured, we are doing the very best we can at a moment like this. We got other things on our plate right now, like the rumoured FDC based premium services portfolio. Yes, that is true. We are going to roll out soon some very interesting offers, with 24x7x365 proactive monitoring, redundant disk arrays, clustered etc.
Best Regards,
Aleksi
Miercuri, Martie 17, 2010
