Whats the story...

[wisenerl]

I want to bring over my personal projects, they might be personal but they are still important and I dont want them hosted on the same network as anything else I am on at the moment.

Been a while since I had an active hosting account but I am seeing people of long standing with JPC leaving due to poor support which is worse than just seeing complaints.

So lay it down for me, what you doing with support these days, is it getting sorted?

I will probably want a VPS for the sites.

[JPC-Sabrina]

Hi Wisenerl,
Our support system is currently improving by leaps and bounds. We do have a new support manager on our team at this time and she is making quick progress towards improving ticket response times and the accurate analysis of issues overall. We have had a few negative reviews regarding our technical support lately. But, if you gauge our reviews overall most of our clients are more than happy with our services. We look forward to you bringing your personal projects to JaguarPC. If there are any questions you have in the meantime then feel free to ask. Thanks for stopping by and letting us know about your future plans. We look forward to hearing more from you again soon.

[Ron]

I couldn't tell you if support is improving by leaps and bounds as I have not had to use support for a month.

However prior to a month ago there had been no discernible improvement in tech support from my perspective.

I'm sure someone else will jump in and tell you a wonderful story about how they were well cared for by tech support, but I have not found that to be the case, even when the issue was being escalated BY senior management.

It's not that they are bad people or bad techs; they just haven't had the systems in place to keep problems from happening. Do they have those now? I dunno. Last I heard from support, which was a couple of weeks after the last incident, they were still looking into the root cause of the issue. That was 3 weeks ago.

I guess they're still looking into it now, because they never got back to me to put a period on the end of that sentence.

[wisenerl]

Well I will give it a go, I can move as quickly as I joined. Although it does seem that a lot of the recent issues with downtime are drive failures, not something that affects other providers anywhere near as much as it seems to here. Suggests cheap hardrware in my view

[JPC-Sabrina]

Nice to hear that you are going to give us a try. I think you will be pleased with our value and our services. If you have any issues with your order, setup or any migrations then don't hesitate to contact us. Welcome to JaguarPC. Thank you for choosing us as your new hosting provider.

[Ron]

The OP was asking about support. I answered about support. Stop adding drama.

[gohighvoltage]

I agree, No Drama.

And on that note,

My personal experience with support is that they have been great. I follow the proper procedures and I get good service. If I run into an issue, I open up a ticket, with exact details of the situation, and they get back to me in reasonable time. The problems are corrected and all is well. I also understand that with any support or business, there is times when they get really backed up, and there may be delays. A couple times that I needed support, I was informed of delays and kept in the loop and progress. Support has always came through for me and I am appreciative.

As with any business that I deal with, I try to be direct in what I need, expect and anticipate, but at the same time, I am understanding, and realize the reality of situations and delays beyond control can happen. I also, treat people like people. If you treat people with respect and dignity, you can rest assure you will get much better personal experience from any person.

[wisenerl]

Well seeing as I started the post I will chime in with a couple of observations that really speak for themselves.

Maintenance- lead.nocdirect.com

Starts off by saying server is "under maintenance" not strictly true was it, the server was dead. 48 hours later its still not back online, anyone hosting a business on that server is looking at 2 days downtime so far and still not up and running. One member has clearly been patient but has now posted about it here:

Lead server

I get the impression that JPC-Sabrina is what we call in the UK and probably the US a "spin Doctor" who replies to justify actions over the server but does not really say anything at all.

So if you have had pretty good service and support over many years but this happens then I can understand why people are none to keen to offer much positive spin themselves. Personally and in the last 10 years I have never experienced a need to take 2+ days to restore a server and I can say that with confidence.

I am here for my own reasons, but ultimately I make my own decisions, hence I do have a small vps which will be monitored for the next couple of weeks before I put any sites near it, if I am happy I will, if not I will walk away. If you want my honest opinion summed up thus far:

Jaguarpc offer a great service until something goes wrong, from there it's anyone's guess.

[gohighvoltage]

Hey Wisenerl,

Actually Sabrina is extremely helpful and reads customer's concerns, and then in the background, contacts the lead tech, and Support Manager. She then conveys the information back to you on the status of the situation and anticipated outcome. I wouldn't label anyone a "spin Doctor". If that was a case you would label every NURSE in every hospital in the world a "Spin Doctor". Nurses relay messages and information that the doctors give them based on the patients concern. Same difference here.

I am not sure your experience or expertise, etc, but I can tell you first hand that I have seen servers take multiple days, if not over a week to restore. There is many different factors that will play in to the speed of a restore. Restoring a VPS node is pretty fast and can be anywhere from 30 min to 5-6 hours, depending on how much data, etc. If you have a whole server go out, with 20 VPS's that are very large, this is a whole new ball game and can take multiple days.

I had a client that ran a law firm. They had their main server go out. We had to do a rebuild of the main server, and then do a restore from an off site backup server. It took 6 days to finish the data transfer.

There is many different variables. There is NO reason in the world that Jaguar would want to delay a server restore longer then they have to. Their goal, like anyone's goal is to do repairs and restores as quickly as possible.

I have experienced other hosting sites, and the complaints you see here are not just a "jaguar" problem. Thousands of the same type complaints are with EVERY hosting provider. Out of the hosting companies I have used first hand, Jaguar is by far the best.

There is a user on the forums here that not too long ago that was making all kinds of complaints that "just got a new server, and it is already hacked", and complaining that support wasn't fast enough. Then to find out the server they had was hacked due to a faulty contact page script that was hacked. So #1, this was their own fault/problem, and #2, Jaguar repaired the server quickly once they traced the problem, and in all fairness, this wasn't something Jaguar was obligated to do, but they went above and beyond.

Point being, there is many variables and behind the scenes things that go on, and situations that Jaguar is not at liberty to discuss publicly that can hinder a lot of things. Do we live in a perfect world, NO, but do they make a strong effort, YES.

Thanks, Good Luck and I hope you find that Jaguar is very good like I have seen.

GHV

[Ron]

wisenerl, you can't win in this debate.

[wisenerl]

I am not trying to win, my points of view and opinions are my own. The world is built on perception, the thing is that whether you like it or not perception rules much higher than the truth.

Go highvoltage is more to Jaguar than just a customer, not sure what it is but he jumps to their defence far too much, not just here but in many other posts, I dont need to reply to his posts, I am almost sure the majority of people see that.

[gohighvoltage]

Hey Wisenerl, you are absolutely right, everyone is entitled to their opinion. As far as my relation to Jaguar, I am just a customer, like all of you.

There is no secret connection, or conspiracy.

Opinions and perception are great, but in the end, facts are facts.

Thanks!

Have a Great Day!

[BadMonkey]

Just adding my two cents.

I have been a JaguarPC client since they acquired Aletia in 2002. I have to say I've always been happy with the value provided by JaguarPC, they always provide a lot of resources for a good price.

However, I have to say that support has degraded over the years. In the past, it used to be both quick and good. Unfortunately, as you probably have read in these forums, support sometimes takes a while (sometimes a loooonnnnggg while). Ultimately, I have been happy with the resolution of all my tickets, but it has been extremely frustrating to wait days with absolutely zero responses to what I consider critical issues. In Jaguar's defense, they have been trying to fix the problem. They hired a more techs, which has improved response times. Unfortunately, most of those techs are only Level 1 techs who never seem able to help me. At least they quickly respond that they can't help me.

If I had to grade Jaguar's support, I would give them a C+.

I also agree with wisenerl that Jaguar seems to have purchased a batch of bad drives.

[Ron]

I also agree with wisenerl that Jaguar seems to have purchased a batch of bad drives.

I don't know if you recall (about 5 or 6 years ago I think) there was a bad batch of RAID controllers and that caused soooooo many of the new huge servers to need to be restored from backup. Was the start of the phrase the "three-day restore". On top of it all, backups were VERY under-dependable (I think it was right before R1soft was implemented). What a nightmare.

I remember Greg was so distraught about the issue, talking about how he was buying top notch controllers.

Hardware things seem to come and go in cycles.

[Ron]

I couldn't tell you if support is improving by leaps and bounds as I have not had to use support for a month.

As if on schedule... the shared SSL cert has just expired on my machine.

Process and procedure, 101 !
Couldn't be a more perfect example of the kind of thing that should not happen to a decade+ old company with hundreds of servers. I've probably had to open a ticket for an expired shared SSL cert at least 7 or 8 times on the various machines I've inhabited over the years. Give or take. Sometimes it gets fixed for one port but not another.

We'll see. Off to open a ticket.

EDIT: This is the 11th ticket I've opened about the shared SSL cert in the last 93 months.