Is your service worth it?

[Slacker]

I know you want to answer yes. But first, a story.

I started out with a company called HostPro. I was with them for about 1 year. Their email was so unreliable that I moved all of my customer sites to a new host called Interland. When I moved the HostPro folks, and even the owner were complete jerks. Proving that they were interested in my money and not my business.

I did my homework when I made the Interland move. And it showed. Their service was ROCK solid.... until they merged with HostPro. Then they started having problems, and I have issues with the fact that they were now in bed with HostPro. So... I moved again.

Again, I did my homework. I found a cheaper host that game me more control and flexability. I moved to SuccesfullHosting.

I have been there for 3 years now. A long time to be with ANY host.

So why am I here now? Well, some background. I am an independent contractor and I know networking. I know servers, and I am pretty good at website management. But I have been repeatedly told by SH support staff that I don't know what I am talking about. That the reason I can't see one of my servers is because of a router outside their network. A server that is ONE IP ADDRESS away from another server with some of my sites on it. Or I get the "it works for us" response when I know it doesn't work.

SH has continued to tell me I am stupid and I continue to have problems with ONLY ONE SERVER. Interesting since I have sites on a total of EIGHT of their servers.

So.. is your service worth it? I am looking for a LONG TERM relationship. I am looking for honest, solid answers. Not the garbage that SH hands me. I am a HARD customer to deal with because I demand from my host the same as my customers demand from me. Tell me the TRUTH, keep your servers and network UP and ACCESSIBLE to the outside world, and answer my questions with a small shred of respect for me and my business. IF you think you can deliver that then read on. I have some questions.


1) Your reseller plan looks pretty good. How many IP addresses would I get with say VirtNex-1?
2) I have never used this type of hosting. I have always had one plan per one host customer. How do multiple domains work on this server? How does email work? Specifically, would all sights have their own root level domain (www.domain.com) and their owh mail (@domain.com) and not use sub-domains?
3) If there are not IP's for each individual domain, what impact does that have?
4) How many customers do you put on a server? What is your AVERAGE processor and memory utilization on an average server like is used for a VirtNex-1 plan? How about the network interface?
5) How many DNS servers do you have? Are they all on the same network?
6) Now many backbone connections do you have?
7) 24x7 tech support that has a clue? Honestly? Or will I just put in a ticket and wait for the day shift?
8) Average time for a first MEANINGFUL response to a ticket?
9) Refund policy for prepaid accounts? I typically pay for 12 months at a time. Should your service slip and I decide to move, would I be entitled to any refund?
10) Do you offer discounts for prepaid service?

Obviously I am not excited about moving 30+ websites. Obviously I have absolutely no faith in hosting companies based on past and current experience. So tell me why you are different, and why I should consider you as my hosting company. What you get fom my business is obvious... money. What will I get from you for that money?

[NexDog]

Hi Slacker, welcome to our community.

Wow, marathon post and I will do my best to answer everything. If I miss anything, please post again. Sorry to hear of your issues with SuccessfulHosting. Sounds like traffic is being null-routed at the gateway outside Alabanza.

If you spend a bit of time on this forum, you will see brutal honesty from Mike and myself. We don't hide anything and we try and communicate all issues. That's the good thing about having an open forum - we have to be honest or our clients would soon know about anything untoward. Also, our behind-the-scenes team of sysadmins is continually developing new ways to secure and stabilise our servers so we have a good team here, a loyal member base and an active community.

I have to admit it though, HostNexus attracts alot of advanced and crazy webmasters that are always trying new things and testing, pushing and expanding our skills. I think i've learned more from our clients in 2 years than a 5 year university course could ever offer.

To answer your questions:

1) We don't offer any dedicated IPs on the new reseller servers. But you canrequest to be placed on an NAC server where resellers get 2 IPs.

2) Multi-domain or reseller hosting allows you to host many domains on one plan. For all intents and purposes, it's like have multiple separate accounts under one large account. They all have their own control panel, their own root level FTP - everything is completely separate as far as the server is concerned, they are just listed together in the control panel.

3) IPs are running out with no easy option in site. ARIN is trying to enforce strict guidelines about IP usage and alot of data centers are good about enforcing those guidelines. But when it comes down to it, data centers and ISPs can do what they like with the Class A blocks they buy so you will still see providers dishing them out willy-nilly to coin a phrase. When they do finally run out, their will be much chagrin among such providers I'm sure. There is no reason for having a dedicated IP address for each domain you host due to name-based hosting which is the norm these days. You will need an IP address if you need your own SSL cert or anonymous FTP but that's about it. You don't even need dedicated IPs for nameservers since last year. So I would say no, there is no impact for not having a dedicated IP per domain.

4) We put 20-40 clients on a Reseller server. With the new dual Xeon technology, we can place 40 clients on a server easily. Iota and Lamda are dual Xeon servers (2 x 2.0ghz processors with Hyperthreading) - very, very powerful. The network has very little problems if any at all.

5) Each server runs its own DNS. That way if bind fails, al the servers don't go down. I've only ever seen bind fail once since the beginning of HN.

6) Too many to count. Seriously.

7) All techs and admins are extremely competent. The techs man the helpdesk and can deal with 95% of issues. Occasionally we kick something up to the sysadmin team.

8) Can be one minute to a few hours. We try and get on chat as much as possible too. So if you feel as though response is slow, you can nudge someone on chat.

9) We don't offer pro-rata refunds on yearly accounts and no-one has asked us yet. We have a 30 day mony back guarantee though. Our payment processor doesn't allow us to give part refunds unfortunately. The VirtNex plans only come monthly but a yearly price can be requested.

10) We don't give discounts on requested VirtNex yearly plans.

Let me know if you need more info.

[skmax]

Hi Slacker,

I've got no commercial interest in HN, but I can give you some completely unbiased, but experienced feedback that might help you make a decision.

I've had an online business since 1999, and only had one host for that business until earlier this year when changes had to be made because of customer serviced deterioration.

I've had a couple of hobby sites on HN for well over a year before I moved my main business to HN. The service level for the hobby sites (read cheap, cheap hosting) was absolutely the best I have ever seen. Period.

I was still apprehensive about moving my main business to HN, but was basically in a position where I had to move and HN was the only other host that I felt comfortable with.

I moved my main site in September. I average 6000 visitors a day, around 15-18 Gb per month. I have a total of 20 domains hosted with HN, all under the same account. Only my main domain has any significant traffic.

The server speed has been incredible, the uptime has been very, very good. There was a slight hiccup in late October which was handled quickly, and professionally. Tech support was on top of it quickly, even though it was "off hours" here in the U.S.

HN has staff around the world with tech support available basically 24 hours a day. Tech support tickets are answered quickly, usually within minutes, rarely more than an hour.

I've been very, very pleased with HN, and that's who I recommend to anyone I know of who needs hosting. I used to resell hosting myself (and still do some hosting for folks I personally know), but I don't officially resell hosting any longer. I'm more comfortable sending then straight to HN.

You won't be sorry should you decide to move to HN.

scott

*I receive nothing, absolutely nothing, for this endorsement.

[lharvey]

Hello Slacker.

I have been the same route as you trust me I know your frustration.

I found HN over a year ago and after talking to Laurence on the telephone I decided to move all of my customers to HN. I was not overly thrilled about moving the 78 customers at the time but have since seen that this was the best move I could have made.

I pay for my account, VirtNex5, a year in advance and get the complimentary breath mints. (just kidding)

As with any other host there are bumps in the road but we, HN and all of us customers, have endured and worked through the issues together.

Laurence and his crew are top notch and often times you don't need to post a trouble ticket. Just check the forums and your answers will be there or if you post a question someone will have an answer for you.

If you have other questions about being a reseller and how it works for me, please feel free to PM me at anytime.

Lee

[BillSamuel]

I've been here about 1.5 years. Laurence is the type that's never fully satisfied - he is always pushing to make the service a little better. I've learned that this is his nature. He is driven to provide the best service he can.

Downtime is amazingly low here. HN has been steadily growing, and has now been around long enough, with no indications of problems that would jeopardize the service, to expect that it will be around for some time to come.

I think you'll find that there are a number of people here like you who have had bad experiences elsewhere who have come here hoping for something better. I think you'll also find that they almost always stay here.

[MikeMann]

Originally posted by BillSamuel
I think you'll find that there are a number of people here like you who have had bad experiences elsewhere who have come here hoping for something better. I think you'll also find that they almost always stay here.

I can honestly say I'm one of those such people. It'll be two years here in just a few months (although it seems like just yesterday). I've tried numerous paid hosting services in the past few years, most of which I've paid for a full year in advance (like I do here), just to find out (shortly after their 30 day refund expires) that their service starts to go down hill and the support nowhere to be found.

Now looking at my forum title you might think that I'm on the payroll here and everything I'm saying is here just to boost HN to be your next host. However, us forum moderators don't get paid or compensated for assisting, we do it simply as our way of giving back to a community that has assisted us in the past.

I've got a reseller account here, hosting 20 domains, and can hardly wait for my renewal date as I know I'll be renewing my account and not giving it a second thought

[Mike]

Hi Slacker!

Welcome to HostNexus! Wow, I cannot think of much more to say or add, that hasn't been said already. We are a pretty lively bunch here and enjoy what we do. As Laurence stated, he and I are very open and forthcoming with our clients. And our moderators are the best anywhere. Browse our little community, see what you think.

I look forward to calling you "client" soon.

- Mike

[Slacker]

Wow. What do I say now? Thanks for all of the notes about how much you enjoy the service. Certainly that goes a long way to helping me make a decision. I will look over the site to learn what I can about how the control panel works, how customer sites are managed and what my customers will experience and see if it fits me.

One thing I do have a problem with, probably nothing more than a firewall issue, but from a one client site I can't even get to the Nexus website..... I just need to figure that out.

[Mike]

Originally posted by Slacker
One thing I do have a problem with, probably nothing more than a firewall issue, but from a one client site I can't even get to the Nexus website..... I just need to figure that out.

Cannot get to hostnexus? Really? Well, that is not good. What error message do you get and where is this client geographicly at?


- Mike

[Slacker]

Responded via PM.