I believe in cloud technology. I understand the benefits and the potential for virtually limitless scalability. Over the past year, I have advised my customers and clients to host their websites and various services on cloud servers. When I started doing this, I chose VPS.NET as the cloud server provider that I recommended and worked with on a daily basis. I chose VPS.NET because they have a robust API and very competitive pricing, not to mention the abundant server locations around the world. VPS.NET looks great!
When I started using VPS.NET, everything seemed to work as it should. I was able to deploy servers, install software, and get websites and services up and running without a problem. There was a period of a month or two where I did all the development and the testing with my client at the time. During this time, there was no down time or other type of interruption in service, but when the service based business went live for my first customer that I brought on board with VPS.NET, my experience with VPS.NET changed as quickly as weather in Texas. Unfortunately by this time, the client and I were too invested in VPS.NET to take a step back and re-think our server provider. We had to ride it out. Nearly a year later, we are still riding it out.
“InformationWeek estimates downtime causes 26.5 billion dollars in lost revenue each year. Our auto healing technology is a key step in preventing your business from losing sales, productivity and clients. The Cloud Infrastructure powering our Cloud Servers is able to detect an outage as it happens, and can then move your Cloud Server, unharmed and uninterrupted, to a new location in the cloud, where it stays online, and you stay in business.” – VPS.NET
The VPS.NET network is not as agile and rapid to adapt as they claim it to be. Over the past year, I’ve experienced more down time and interrupted service with VPS.NET than with any other server provider in the past decade. The problems range from random server reboots to frequent connectivity issues like packet loss and dropped connections.
In the last 10 months, I have opened 80 support tickets for just one of my customers that I introduced to VPS.NET. This comes to two tickets per week.
While VPS.NET has quick support ticket response times, I am not satisfied with the level of responses I have received from their staff. Many of my tickets have been swiped under the carpet with generic
explanations excuses such as “We are experiencing a network issue with a hypervisor on this cloud.” Most of my tickets have been replied to with a hypervisor-based answer. I would expect that the VPS.NET development team would have addressed these frequent hypervisor problems, but they keep popping up. It feels like the same problems keep coming up and no long term solutions are ever implemented. When my customers audit these support tickets, they are just baffled with the explanations. They don’t know what hypervisor means and they shouldn’t have to!
Do you know what a hypervisor is? It is a piece of computer software used to manage virtual machines.
On one particular instance, I opened a support ticket with VPS.NET where I explained what kind of connectivity issues my customer was experiencing with their service. I also asked several questions regarding network usage and limits. The ticket was immediately escalated to a Level 2 Tech. The Level 2 Tech then replied with “Please create separate tickets for every your requests.” I reported this poor service to a manager. Another Level 2 Tech promptly replied in my ticket with “there was DDoS attack to our DataCentre.” The first technician was clueless and simply didn’t want to spend time answering my questions. The second technician was probably told to tell the truth by the manager that I complained to about poor customer service.
I am hoping for better this year, but 2013 is already off to a rocky start with VPS.NET
I will not be recommending VPS.NET to any more of my customers until the level of service improves dramatically.