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I do not want to be negative about Platinumservermanagement however....
I read some great things about them and of course some bad things...
Today I signed up to try them out, as I just had some major phpexec problems 4 days ago. So I thought a server hardening, and some other things would be great.
After they activated my account, I then made a ticket to harden the server.
Within a two hours or so, they were logged in and updating my server which was a good start.
At which point I assumed everything was under control and they would take care of things. So then I left and went out to a meeting.
When I came home 7 hours later, mySQL was down and I can a whole bunch of clients emailing me. mySQL was down for over 6 hours, which practically killed most clients websites...
Of course I put in a ticket and they had it fixed within 15mins.
However truth of the matter, most of the server sites were down for 6 hours because SQL was down. When they say they will harden your server, they run a script that does all the regular things, then it automatically reboots the server at which point they ASSUME everything is done. However apparently they do not login after to confirm the server and double check everything, which seems like they are only doing half the point.
Point of the post, I do not know if this is common or just special service for me. But I lost some clients because the SQL was down for 6 hours and I would have thought they would do their job.
Can PSM really do the job they offer, or just putting out their sales message.... I don't want to hear about how great everyone thinks PSM is, I would like to hear from people who have problems with PSM wether small or large. As it is only when you have problems, can you see the real character of a business/person. I would love to know the worst they can be, to know if its worth the risk or if they really are good.I don't want to hear about how great everyone thinks PSM is, I would like to hear from people who have problems with PSM wether small or large.
If you don't want to hear both sides of a story, don't post it.
I have been with PSM for about 6 months now. I am overall a VERY VERY happy customer. Sure, PSM has made mistakes, as does ALL HUMAN BEINGS. However, did I run to this forum and cry about it? No. I simply submitted a ticket to the "Feedback" department and stated what my problem or suggestion was, and Ethan was more than happy to rectify the situation.
My question for you AKWS is this: Have you tried contacting PSM to resolve this dispute, or did you run to WHT the first chance you got to whine and cry?Let's not be brutal. I am sure he/she did go to them because the issue was resolved but is simply looking to get constructive feedback on other people's experience with PSM.AKWS - My experience with PSM was excellent. They always met their guarantee with on response time and I never ran into any problems. Yours might be an isolated oversight on their part - or - something might have conflicted with the reboot. I know you have had the issue resolved but try contacting PSM on their live chat and asking them what resulted in the downtime. I know Ethan would be more than happy to talk to you.Let's not be brutal.It's not brutal...I'm just betting he never bothered to contact PSM stating he had an issue with their service.When they say they will harden your server, they run a script that does all the regular things, then it automatically reboots the server at which point they ASSUME everything is done.
As we stated in the ticket, we NEVER rebooted your server. The server logs and monitoring logs are unequivocal proof as to whether or not "we" rebooted it. I find it unconscionable that you would accuse us of rebooting the server (or accuse us of anything at all) with absolutely no proof at all.
We did not do anything to cause mysql to break. The server crashed or was rebooted by someone (not us) and upon bootup, mysql did not start. You put a ticket in and within 2 minutes we logged into the server and within 15 minutes it was all fixed.
The length of the outage was solely the time it took you to report it to us. We resolved it within 15 minutes of you reporting it to us.
My question for you AKWS is this: Have you tried contacting PSM to resolve this dispute, or did you run to WHT the first chance you got to whine and cry?
Exactly, he first ran to wht at the first chance he got to complain BEFORE even discussing his concern with us.Of course I put in a ticket and they had it fixed within 15mins.Well they did contact them regarding the issue and it was fixed. Now whether or not they contacted PSM with their frustration of the matter - I am not sure. What they are clearly asking for is people's experiences with PSM. They know that PSM already has a good rep but would like to hear some of the negative - if any - so they can make a sound decision on their service. (I disagree with this tactic)UMMM - so I guess my praise of PSM wasn't what they were asking for. HA!!!!Well they did contact them regarding the issue and it was fixed.
They contacted them regarding the MySQL issue. But, that could have just been a problem resulting from ANYTHING. If he doesn't submit a ticket to PSM stating that he's having an issue with the service, how does he expect it to be resolved?Well SNAP! I stand corrected. My apologies Ethan and Nick.Nick - next time I will bring the cheese. So sorry guys!They know that PSM already has a good rep but would like to hear some of the negative - if any - so they can make a sound decision on their service. (I disagree with this tactic)
all they had to do is use the search button and would find a lot of posts of psm. but anyway, if they've already signed up with them and are using there service, isn't now a little too late to be looking for feedback? that should be done before anyone signs up. obviously he was pleased with the feedback on psm otherwise he wouldnt have signed up in the first place
but regardless, the point is he is blaming them for something that they did not even do, and without even giving the common courtesy of discussing it with them, they come here and whine like a baby
he said he opened a ticket for the problem and it was resolved in 15 minutes, wat more can he want?
ive been with them for years and i am more than happy, as well as many other people on this forum, the polls on this forum show psm has the most votes by far from anyone elseDa'Gum. I guess I will apologize to this whole post. I was only trying to remain professional in the way I addressed them.Can PSM really do the job they offer, or just putting out their sales message.... I don't want to hear about how great everyone thinks PSM is, I would like to hear from people who have problems with PSM wether small or large. As it is only when you have problems, can you see the real character of a business/person. I would love to know the worst they can be, to know if its worth the risk or if they really are good.
his story just doesnt add up, sounds like he may be related to a competitor phishing for complaints, idk just my 2 centsAdrian,
I was a customer of Coastinc, who has the same people support for PSM (I believe... correct me if I am wrong). I had a bad experience where an OS reload took over 48 hours for completion. My suggestion is for you to avoid these people.AKWS's post is absurd, let me say why first, because ive been with them for about 3 months so far and never have any problems with themi probably submit more tickets than the average person and there response times are always fast and consistent second, because he says he signed up today and is already complaining today, that is ridiculous, personally i dont think wht should allow good OR bad feedback from just using a service for 1 day third, because he says he had "major" problems 4 days ago, to me, it is not unheard of for a server with major problems to crash fourth, if you say they rebooted your server, where is your proof? or did you even ask them if they did it first? i'd bet you didnt fifth, because if you got it fixed within 15 minutes of opening a ticket, that in and of itself should make you happy, regardless of anything elsesixth, if you posted but only want to hear bad stuff, then that doesn't make you look good at all. you should have done your research before signing up, and if you still want feedback after signing up, you should not only be looking for bad feedbackall companies have some bad feedback on them, but it means nothing if there are 100 good feedback and 5 bad feedback seventh, like you said in your own words, you did not check mysql for 7 hours, thats not there fault, they fixed it within 15 minutes from the time you opened the ticketIt's when you have an issue with your server that you see how your server management company responds. This needs to swing both ways and I think that is what AKWS is missing..
Whenever I have a problem "with my server" that I am not willing to fix PSM is there to handle it.
Whenever I need a tech to bounce something off PSM is there.
They have gone above the call of duty on several occasions which is why I now utilize their services network wide, The price they charge is more than worth the piece of mind alone.ROrder - I am sorry to hear of your experience with them. As with many companies there are bound to be a few clients that things just don't happen accordingly. I am not saying anyone is right or wrong but that issues arise that sometimes leave a bad taste in someone's mouth.Adrian,
I was a customer of Coastinc, who has the same people support for PSM (I believe... correct me if I am wrong). I had a bad experience where an OS reload took over 48 hours for completion. My suggestion is for you to avoid these people.
from what i have heard of them, coastinc sells dedicated servers and includes the psm support, but psm obviously does not do the os reloads, that is by coastinc. so your issue has no barring on psm.
and from what i know of coastinc, their servers are in the datacenter gnax and gnax does the os reloads
so basically your problem is with gnax, even though you bought the server through coastincI would say PSM's reply pretty much sums it up. AKWS had PSM do some work on the server, later on, through no fault of PSM, MySQL crashes and when he gets back he assumes it's due to PSM work. I have a feeling the average person would assume that since PSM did just do some work earlier, but he really should have found out if it was due to PSM's work before attacking here.
AKWS should be apologizing for the misunderstanding.
I've been using them almost 2 years now and have been happy with their services right from the start. Even once when I made a bit of a mess, they had it fixed within an hour and didn't even charge extra for my stupidity. I call that good service for the price.Adrian,
I was a customer of Coastinc, who has the same people support for PSM (I believe... correct me if I am wrong). I had a bad experience where an OS reload took over 48 hours for completion. My suggestion is for you to avoid these people.
Same here, we had a hard drive failure, the sad part is that we reported the server sending us emails for over two months with the warning of a hard drive failure and they did nothing until the hard drive actually failed.
I took them 4 days to fix the problem. After it was fixed another of our servers started sending also the hard drive failure notices, we reported quick to make sure they would take care of it, 4 days passed by nothing was done, so I openned a ticket probably not so polite anymore asking them to not wait until the server was broken to fix it like it happen with my other server.
Ethan's response was that I had no way to proof that there was negligence on their side, and that they didn't want me anymore with them.
I was glad to move away. For anyone that would like a copy of all tickets let me know, I have them all, is very interesting to read.I was glad to move away. For anyone that would like a copy of all tickets let me know, I have them all, is very interesting to read.
you sound quite nice : sarcasm : no wonder they didnt want you anymore
regardless, this thread is about PSM's server management service, not coastinc's dedicated serversI’m coming up on a year with PSM and it’s been great... But if you want brutal criticism of PSM, the only thing I could say is that they often fix things and close a ticket with a simple “It’s fixed†explanation. At first I wanted them to describe in gory detail everything they did, but then it dawned on me: I pay a mere $29.00 a month for them to basically bail me out of jail when I can’t figure out my own issues. They have many clients to deal with (a by product of their price) so I just let them go on the merry way helping the rest of their clientele.
I tend to try and fix most issues but they are there to help when I can’t or even if I need to go out of town, I know they have my back. You could apply the old adage “You get what you pay for†but I feel you get WAY more than your money’s worth with PSM. And they are all very nice guys.
Simply: They offer a fantastic deal for what they give you. I highly respect and trust them and would recommend them to anyone. Not what you (the OP) was looking for but again, it’s $29.00. CYA insurance.I抦 coming up on a year with PSM and it抯 been great... But if you want brutal criticism of PSM, the only thing I could say is that they often fix things and close a ticket with a simple æ‘t抯 fixed?explanation. At first I wanted them to describe in gory detail everything they did, but then it dawned on me: I pay a mere $29.00 a month for them to basically bail me out of jail when I can抰 figure out my own issues. They have many clients to deal with (a by product of their price) so I just let them go on the merry way helping the rest of their clientele.Same thing here, i try to solve my problems first, then i get ahold of them most the time in 10-20 minutes i've gotten a response and always inside a hour its fixed. Usually when i try fixing things myself, its a chain like effect, one thing goes, and it just goes down hill. I'd like to know what they do to fix it, but i can not even fathom asking them to explain why, how and what would do the trick due to the awesome price and service i already have
Plus, after thinking about it, most the time my friend google gives me some solid answers.<-- another satisfied PSM customer (now if they'd only support those servers with no cPanel :agree::agree::agree::agree
you sound quite nice : sarcasm : no wonder they didnt want you anymore
Just think about having a server with 200 websites down for 4 days, I bet you would lose a lot of your patients.
Before judging why not request the tickets? as I said I saved them all, after reading then come into conclussions.
regardless, this thread is about PSM's server management service, not coastinc's dedicated servers
Yes I know that well, but Coast Inc. management team are the same as PSM, I know PSM well i was also their customer, then we move a few servers with them.Yes I know that well, but Coast Inc. management team are the same as PSM, I know PSM well i was also their customer, then we move a few servers with them.
As has been said before, Coast Inc. is in New Jersey (the parent company of PSM) and the servers are with GNAX in Atlanta. If you have an issue here, it's with the datacenter involved, and that's GNAX.As has been said before, Coast Inc. is in New Jersey (the parent company of PSM) and the servers are with GNAX in Atlanta. If you have an issue here, it's with the datacenter involved, and that's GNAX.
Not really, I was in constant communication with Gnax, they several times told me that they could load the os on a new drive and restore backups, but Coast Inc didn't authorize it since i was direct customer of Coast inc there was nothing Gnax could do.
On the fourth day when finally they decided to do it, Gnax loaded the OS and update the ticket with the root password. 6 hours passed and Coast inc. was doing nothing about, I oppened a ticket asking the guys to check the ticket Gnax oppened with a response that there was nothing there and closing the ticket.
So yes, I understand there could have been issues with Gnax but that is why I called them directly which I believe they have great staff they took care of me updating me of the situation even when they knew I was not their direct customer.
Ethan got very upset because I called the datacenter and warned to charge me extra because of it, when i call back to Gnax their support people told me that I could call to follow up at any time and to not worry about it.
I could go on and on, post the tickets but is a long read, I hope to get sometime one day and do a complete review.I'd like to know what they do to fix it, but i can not even fathom asking them to explain why, how and what would do the trick due to the awesome price and service i already have Plus, after thinking about it, most the time my friend google gives me some solid answers.
<-- another satisfied PSM customer (now if they'd only support those servers with no cPanel :agree::agree::agree::agree
the history command is your friend!Yes I know that well, but Coast Inc. management team are the same as PSM, I know PSM well i was also their customer, then we move a few servers with them.
obviously you were satisfied enough with psm's support to move to a server managed by them, and your issue is with coastinc's hardware support, not psm's server management.Well there is certainly a lot of opinions here nd I am not really concerned with opinions. I never said PSM was horrible and I never said anything bad, I am just posting my current experience. And was looking for others feedback...To add more details:I have had my server with ServerMatrix for over 2 years now. They have never ever done anything without me asking, thus the need for me to find a more proactive management company. Also my server has never crashed in the past 2 years.Shortly after opening a ticket with PSM, I saw them login and being the service. Which was all fine, at which point I went out to a meeting. After getting back from the meeting, I had a message on my ssh terminal that the server is going down for reboot and the connection was lost at around 4am server time. This was fine, as I assumed they just quickly rebooted the server. However then I noticed the sql was down and some unhappy clients.Thus my assumption was that PSM did reboot the server. Clearly I did not reboot my server since I was away, and SM has never done that in the past 2 years... SO my only assumption, was that the reboot process was part of PSM's hardening process.TwistedPHP: I don't want to hear only one side of things, just as I stated I have already heard so many great things about them and that is why I went with them in the first place. I was trying to see if anyone else ran into problems, to see if it was common or just a special situation for me.This is NOT a dispute, so there was no need to contact PSM. As I already stated they started the hardening shortly after submitting the ticket and within less than 15 mins they had the SQL error fixed for me. So as you can see everything was resolved even before I posted here.Once again, the purpose of this post is to see if others have problems to see if this is common, or to see if it was an isolated incident with me. I am NOT looking for opinions, so don't waste your time or mine. I was just looking for other experiences and facts.Also my server has never crashed in the past 2 years.
This is not true.
We have just sent you your own server's logs which shows that your server has crashed "3 times" in the last 2 WEEKS alone!
Thus my assumption was that PSM did reboot the server. Clearly I did not reboot my server since I was away, and SM has never done that in the past 2 years... SO my only assumption, was that the reboot process was part of PSM's hardening process.
That was your assumption, and which is why you should've asked us if your assumption is correct or not.
We have also sent you your own server's logs absolutely proving that we did "not" reboot your server, and proof that it was in fact your datacenter that logged in and executed the reboot command
This is NOT a dispute, so there was no need to contact PSM.
Yes there was a need to contact us first, besides for the pure professionalism aspect of it, mainly for the reason I explained above, which is to see if your "assumption" is true or not before publicly accusing us of doing something we clearly did not do.
Anyway, AKWS has posted their side and so have we, I thank everyone that came and listened to both sides and see that we did absolutely nothing wrong. Although AKWS quite clearly came here with nothing more than assumptions/accusations, and only wanting to hear negative feedback on us, all he got in return was replies of postive feedback on our company.
AKWS, whether you want to hear positive feedback or not, if you ask for negative feedback on a company, and only get positive feedback in return, that's your answer right there
Btw, just to clarify some previous posts regarding the PSM support relationship to coastinc servers, PSM does not handle any hardware or operating system reload requests for coastinc. Coastinc sells dedicated servers through gnax datacenter and includes PSM server management support. All technical support for coastinc servers are handled by PSM. However, problems with hardware or reloads is "not" handled by the PSM technicians. PSM support technicians have absolutely no access or control over hardware/reload issues for coastinc. Hardware and reload issues are handled by coastinc directly. Coastinc's own helpdesk clearly explains this, and anyone can contact gnax datacenter directly to verify this if they want.
If anyone has any other questions regarding this thread, please feel free to contact me directly.
Unless there's any new developments on this, I think our side is clear and there is no need for any further replies.
Thanks again to all,
EthanThank you Ethan,Correct, it was my assumption that you did reboot the server I am sorry about that. You stated that theplanet logged in to reboot the server, I have contacted them concerning this to gain more information of why they rebooted the server in the first place.And yes, I am sorry that I did not contact you first through your ticket system first before looking externally for others that had problems here.Well ive had them for almost a month ive had no problems what so ever they are really very helpful....
When I came home 7 hours later, mySQL was down and I can a whole bunch of clients emailing me. mySQL was down for over 6 hours, which practically killed most clients websites...
I suppose that you have no MySQL monitoring, which is ... bad. Since PSM does not monitor the DB on your server, I would strongly suggest to setup MySQL monitoring ... This way you only have to submit a ticket to PSM in case something fails...
Aah, forgot to tell that I am another happy PSM customer...I was very lucky to be a client of PSM. Fortunately I had ordered as server without cpanel and ordered services from PSM for that server. Later i came to know that PSM does not support servers without cpanel. Due to this i requested them to manage another of my server. Since then, PSM was always quicker than what i thought. They always responded quickly not only to the tickets but fixing the problems that occured. Many i times while submitting a ticket, i thought that I've underpaid PSM and they may not do this as they have not promised to provide that much services but they always helped us out. The bottom line is that, PSM has been provided great services for such low cost. The negative thing if some one want is that they became more optimistic (platinumservermanagement) than being realistic (fastservermanagement) -PSM is stunningAll I have to say about PSM is "KEEP UP THE GREAT WORK". We have now been with PSM for over 2.5years and I cannot express enough how satisfied we are with their service. All our support request , whether they are via email, ticket or phone have been delt with in a high professional manner. We totally rely on PSM for all our support needs. 10/10 rating.You can't please 100% of your clients 100% of the time. Someone will always find fault in the service you provide. It's a murphy's law of business. It just happens.If you were to do a poll of all the reviews placed on WHT, HHO, HTTPT, or any other forum regardind hosting, you will find that the reviews will favor PSM and tower over any negative responses. Infact - most of the negatives you will find - like this one by the OP - is a misunderstanding that they even admitted to. PSM is a sound company that will make every effort to help you. When you offer the great price, they can't really afford to have bad press. So I know personally that Ethan is always making sure his staff stay up-to-date on the latest technology and trained in customer service. Let's face it - they have been around longer than most WHT members have had their voice change. UMMMM - sorry - had to go there.My experience with PSM can be summarised fairly easily:a) Their SUPPORT services are excellent. I've never seen such a dedicated group of staff that are able to fix and resolve server problems with such ease - thumbs up for the great team there b) Their sales/billing departments aren't the best. While support issues are dealt with in minutes, sales/billing tickets can go days within a response or resolution. This however shouldn't be a major problem unless you are contacting sales daily, which you shouldn't need to If you want a cheap server management company, you can't really beat PSM I've been very happy with their services.Isn't it nice when everyone can get along Hey watch your self there twisted. Don't make me pull my whip out again. HA! kidding of course.Let's face it - they have been around longer than most WHT members have had their voice change. UMMMM - sorry - had to go there.
Is that your voice changing? :beer:My experience with PSM can be summarised fairly easily:
a) Their SUPPORT services are excellent. I've never seen such a dedicated group of staff that are able to fix and resolve server problems with such ease - thumbs up for the great team there
b) Their sales/billing departments aren't the best. While support issues are dealt with in minutes, sales/billing tickets can go days within a response or resolution. This however shouldn't be a major problem unless you are contacting sales daily, which you shouldn't need to
If you want a cheap server management company, you can't really beat PSM
I can back this up, their support is always extremely fast but sales just seems to take forever.My experience with PSM can be summarised fairly easily:
a) Their SUPPORT services are excellent. I've never seen such a dedicated group of staff that are able to fix and resolve server problems with such ease - thumbs up for the great team there
b) Their sales/billing departments aren't the best. While support issues are dealt with in minutes, sales/billing tickets can go days within a response or resolution. This however shouldn't be a major problem unless you are contacting sales daily, which you shouldn't need to
If you want a cheap server management company, you can't really beat PSM
I completely agree.... OUTSTANDING support staff/services; great people, very quick to resolve issues, and always friendly. It would be nice to have them explain a little more than just a "This has been fixed." but for $29/month, I'm not complaining!
sales/billing has great service too, and are friendly as well, but definately on the slower side; but just as tickedon stated, it really isn't much of a problem, as I find myself rarely in need of billing/sales assistance
Keep up the great work PSM!
-steveSeems to be another happy ending. Thread closed.
I read some great things about them and of course some bad things...
Today I signed up to try them out, as I just had some major phpexec problems 4 days ago. So I thought a server hardening, and some other things would be great.
After they activated my account, I then made a ticket to harden the server.
Within a two hours or so, they were logged in and updating my server which was a good start.
At which point I assumed everything was under control and they would take care of things. So then I left and went out to a meeting.
When I came home 7 hours later, mySQL was down and I can a whole bunch of clients emailing me. mySQL was down for over 6 hours, which practically killed most clients websites...
Of course I put in a ticket and they had it fixed within 15mins.
However truth of the matter, most of the server sites were down for 6 hours because SQL was down. When they say they will harden your server, they run a script that does all the regular things, then it automatically reboots the server at which point they ASSUME everything is done. However apparently they do not login after to confirm the server and double check everything, which seems like they are only doing half the point.
Point of the post, I do not know if this is common or just special service for me. But I lost some clients because the SQL was down for 6 hours and I would have thought they would do their job.
Can PSM really do the job they offer, or just putting out their sales message.... I don't want to hear about how great everyone thinks PSM is, I would like to hear from people who have problems with PSM wether small or large. As it is only when you have problems, can you see the real character of a business/person. I would love to know the worst they can be, to know if its worth the risk or if they really are good.I don't want to hear about how great everyone thinks PSM is, I would like to hear from people who have problems with PSM wether small or large.
If you don't want to hear both sides of a story, don't post it.
I have been with PSM for about 6 months now. I am overall a VERY VERY happy customer. Sure, PSM has made mistakes, as does ALL HUMAN BEINGS. However, did I run to this forum and cry about it? No. I simply submitted a ticket to the "Feedback" department and stated what my problem or suggestion was, and Ethan was more than happy to rectify the situation.
My question for you AKWS is this: Have you tried contacting PSM to resolve this dispute, or did you run to WHT the first chance you got to whine and cry?Let's not be brutal. I am sure he/she did go to them because the issue was resolved but is simply looking to get constructive feedback on other people's experience with PSM.AKWS - My experience with PSM was excellent. They always met their guarantee with on response time and I never ran into any problems. Yours might be an isolated oversight on their part - or - something might have conflicted with the reboot. I know you have had the issue resolved but try contacting PSM on their live chat and asking them what resulted in the downtime. I know Ethan would be more than happy to talk to you.Let's not be brutal.It's not brutal...I'm just betting he never bothered to contact PSM stating he had an issue with their service.When they say they will harden your server, they run a script that does all the regular things, then it automatically reboots the server at which point they ASSUME everything is done.
As we stated in the ticket, we NEVER rebooted your server. The server logs and monitoring logs are unequivocal proof as to whether or not "we" rebooted it. I find it unconscionable that you would accuse us of rebooting the server (or accuse us of anything at all) with absolutely no proof at all.
We did not do anything to cause mysql to break. The server crashed or was rebooted by someone (not us) and upon bootup, mysql did not start. You put a ticket in and within 2 minutes we logged into the server and within 15 minutes it was all fixed.
The length of the outage was solely the time it took you to report it to us. We resolved it within 15 minutes of you reporting it to us.
My question for you AKWS is this: Have you tried contacting PSM to resolve this dispute, or did you run to WHT the first chance you got to whine and cry?
Exactly, he first ran to wht at the first chance he got to complain BEFORE even discussing his concern with us.Of course I put in a ticket and they had it fixed within 15mins.Well they did contact them regarding the issue and it was fixed. Now whether or not they contacted PSM with their frustration of the matter - I am not sure. What they are clearly asking for is people's experiences with PSM. They know that PSM already has a good rep but would like to hear some of the negative - if any - so they can make a sound decision on their service. (I disagree with this tactic)UMMM - so I guess my praise of PSM wasn't what they were asking for. HA!!!!Well they did contact them regarding the issue and it was fixed.
They contacted them regarding the MySQL issue. But, that could have just been a problem resulting from ANYTHING. If he doesn't submit a ticket to PSM stating that he's having an issue with the service, how does he expect it to be resolved?Well SNAP! I stand corrected. My apologies Ethan and Nick.Nick - next time I will bring the cheese. So sorry guys!They know that PSM already has a good rep but would like to hear some of the negative - if any - so they can make a sound decision on their service. (I disagree with this tactic)
all they had to do is use the search button and would find a lot of posts of psm. but anyway, if they've already signed up with them and are using there service, isn't now a little too late to be looking for feedback? that should be done before anyone signs up. obviously he was pleased with the feedback on psm otherwise he wouldnt have signed up in the first place
but regardless, the point is he is blaming them for something that they did not even do, and without even giving the common courtesy of discussing it with them, they come here and whine like a baby
he said he opened a ticket for the problem and it was resolved in 15 minutes, wat more can he want?
ive been with them for years and i am more than happy, as well as many other people on this forum, the polls on this forum show psm has the most votes by far from anyone elseDa'Gum. I guess I will apologize to this whole post. I was only trying to remain professional in the way I addressed them.Can PSM really do the job they offer, or just putting out their sales message.... I don't want to hear about how great everyone thinks PSM is, I would like to hear from people who have problems with PSM wether small or large. As it is only when you have problems, can you see the real character of a business/person. I would love to know the worst they can be, to know if its worth the risk or if they really are good.
his story just doesnt add up, sounds like he may be related to a competitor phishing for complaints, idk just my 2 centsAdrian,
I was a customer of Coastinc, who has the same people support for PSM (I believe... correct me if I am wrong). I had a bad experience where an OS reload took over 48 hours for completion. My suggestion is for you to avoid these people.AKWS's post is absurd, let me say why first, because ive been with them for about 3 months so far and never have any problems with themi probably submit more tickets than the average person and there response times are always fast and consistent second, because he says he signed up today and is already complaining today, that is ridiculous, personally i dont think wht should allow good OR bad feedback from just using a service for 1 day third, because he says he had "major" problems 4 days ago, to me, it is not unheard of for a server with major problems to crash fourth, if you say they rebooted your server, where is your proof? or did you even ask them if they did it first? i'd bet you didnt fifth, because if you got it fixed within 15 minutes of opening a ticket, that in and of itself should make you happy, regardless of anything elsesixth, if you posted but only want to hear bad stuff, then that doesn't make you look good at all. you should have done your research before signing up, and if you still want feedback after signing up, you should not only be looking for bad feedbackall companies have some bad feedback on them, but it means nothing if there are 100 good feedback and 5 bad feedback seventh, like you said in your own words, you did not check mysql for 7 hours, thats not there fault, they fixed it within 15 minutes from the time you opened the ticketIt's when you have an issue with your server that you see how your server management company responds. This needs to swing both ways and I think that is what AKWS is missing..
Whenever I have a problem "with my server" that I am not willing to fix PSM is there to handle it.
Whenever I need a tech to bounce something off PSM is there.
They have gone above the call of duty on several occasions which is why I now utilize their services network wide, The price they charge is more than worth the piece of mind alone.ROrder - I am sorry to hear of your experience with them. As with many companies there are bound to be a few clients that things just don't happen accordingly. I am not saying anyone is right or wrong but that issues arise that sometimes leave a bad taste in someone's mouth.Adrian,
I was a customer of Coastinc, who has the same people support for PSM (I believe... correct me if I am wrong). I had a bad experience where an OS reload took over 48 hours for completion. My suggestion is for you to avoid these people.
from what i have heard of them, coastinc sells dedicated servers and includes the psm support, but psm obviously does not do the os reloads, that is by coastinc. so your issue has no barring on psm.
and from what i know of coastinc, their servers are in the datacenter gnax and gnax does the os reloads
so basically your problem is with gnax, even though you bought the server through coastincI would say PSM's reply pretty much sums it up. AKWS had PSM do some work on the server, later on, through no fault of PSM, MySQL crashes and when he gets back he assumes it's due to PSM work. I have a feeling the average person would assume that since PSM did just do some work earlier, but he really should have found out if it was due to PSM's work before attacking here.
AKWS should be apologizing for the misunderstanding.
I've been using them almost 2 years now and have been happy with their services right from the start. Even once when I made a bit of a mess, they had it fixed within an hour and didn't even charge extra for my stupidity. I call that good service for the price.Adrian,
I was a customer of Coastinc, who has the same people support for PSM (I believe... correct me if I am wrong). I had a bad experience where an OS reload took over 48 hours for completion. My suggestion is for you to avoid these people.
Same here, we had a hard drive failure, the sad part is that we reported the server sending us emails for over two months with the warning of a hard drive failure and they did nothing until the hard drive actually failed.
I took them 4 days to fix the problem. After it was fixed another of our servers started sending also the hard drive failure notices, we reported quick to make sure they would take care of it, 4 days passed by nothing was done, so I openned a ticket probably not so polite anymore asking them to not wait until the server was broken to fix it like it happen with my other server.
Ethan's response was that I had no way to proof that there was negligence on their side, and that they didn't want me anymore with them.
I was glad to move away. For anyone that would like a copy of all tickets let me know, I have them all, is very interesting to read.I was glad to move away. For anyone that would like a copy of all tickets let me know, I have them all, is very interesting to read.
you sound quite nice : sarcasm : no wonder they didnt want you anymore
regardless, this thread is about PSM's server management service, not coastinc's dedicated serversI’m coming up on a year with PSM and it’s been great... But if you want brutal criticism of PSM, the only thing I could say is that they often fix things and close a ticket with a simple “It’s fixed†explanation. At first I wanted them to describe in gory detail everything they did, but then it dawned on me: I pay a mere $29.00 a month for them to basically bail me out of jail when I can’t figure out my own issues. They have many clients to deal with (a by product of their price) so I just let them go on the merry way helping the rest of their clientele.
I tend to try and fix most issues but they are there to help when I can’t or even if I need to go out of town, I know they have my back. You could apply the old adage “You get what you pay for†but I feel you get WAY more than your money’s worth with PSM. And they are all very nice guys.
Simply: They offer a fantastic deal for what they give you. I highly respect and trust them and would recommend them to anyone. Not what you (the OP) was looking for but again, it’s $29.00. CYA insurance.I抦 coming up on a year with PSM and it抯 been great... But if you want brutal criticism of PSM, the only thing I could say is that they often fix things and close a ticket with a simple æ‘t抯 fixed?explanation. At first I wanted them to describe in gory detail everything they did, but then it dawned on me: I pay a mere $29.00 a month for them to basically bail me out of jail when I can抰 figure out my own issues. They have many clients to deal with (a by product of their price) so I just let them go on the merry way helping the rest of their clientele.Same thing here, i try to solve my problems first, then i get ahold of them most the time in 10-20 minutes i've gotten a response and always inside a hour its fixed. Usually when i try fixing things myself, its a chain like effect, one thing goes, and it just goes down hill. I'd like to know what they do to fix it, but i can not even fathom asking them to explain why, how and what would do the trick due to the awesome price and service i already have
Plus, after thinking about it, most the time my friend google gives me some solid answers.<-- another satisfied PSM customer (now if they'd only support those servers with no cPanel :agree::agree::agree::agreeyou sound quite nice : sarcasm : no wonder they didnt want you anymoreJust think about having a server with 200 websites down for 4 days, I bet you would lose a lot of your patients.
Before judging why not request the tickets? as I said I saved them all, after reading then come into conclussions.
regardless, this thread is about PSM's server management service, not coastinc's dedicated servers
Yes I know that well, but Coast Inc. management team are the same as PSM, I know PSM well i was also their customer, then we move a few servers with them.Yes I know that well, but Coast Inc. management team are the same as PSM, I know PSM well i was also their customer, then we move a few servers with them.
As has been said before, Coast Inc. is in New Jersey (the parent company of PSM) and the servers are with GNAX in Atlanta. If you have an issue here, it's with the datacenter involved, and that's GNAX.As has been said before, Coast Inc. is in New Jersey (the parent company of PSM) and the servers are with GNAX in Atlanta. If you have an issue here, it's with the datacenter involved, and that's GNAX.
Not really, I was in constant communication with Gnax, they several times told me that they could load the os on a new drive and restore backups, but Coast Inc didn't authorize it since i was direct customer of Coast inc there was nothing Gnax could do.
On the fourth day when finally they decided to do it, Gnax loaded the OS and update the ticket with the root password. 6 hours passed and Coast inc. was doing nothing about, I oppened a ticket asking the guys to check the ticket Gnax oppened with a response that there was nothing there and closing the ticket.
So yes, I understand there could have been issues with Gnax but that is why I called them directly which I believe they have great staff they took care of me updating me of the situation even when they knew I was not their direct customer.
Ethan got very upset because I called the datacenter and warned to charge me extra because of it, when i call back to Gnax their support people told me that I could call to follow up at any time and to not worry about it.
I could go on and on, post the tickets but is a long read, I hope to get sometime one day and do a complete review.I'd like to know what they do to fix it, but i can not even fathom asking them to explain why, how and what would do the trick due to the awesome price and service i already have
Plus, after thinking about it, most the time my friend google gives me some solid answers.<-- another satisfied PSM customer (now if they'd only support those servers with no cPanel
:agree::agree::agree::agreethe history command is your friend!Yes I know that well, but Coast Inc. management team are the same as PSM, I know PSM well i was also their customer, then we move a few servers with them.
obviously you were satisfied enough with psm's support to move to a server managed by them, and your issue is with coastinc's hardware support, not psm's server management.Well there is certainly a lot of opinions here nd I am not really concerned with opinions. I never said PSM was horrible and I never said anything bad, I am just posting my current experience. And was looking for others feedback...To add more details:I have had my server with ServerMatrix for over 2 years now. They have never ever done anything without me asking, thus the need for me to find a more proactive management company. Also my server has never crashed in the past 2 years.Shortly after opening a ticket with PSM, I saw them login and being the service. Which was all fine, at which point I went out to a meeting. After getting back from the meeting, I had a message on my ssh terminal that the server is going down for reboot and the connection was lost at around 4am server time. This was fine, as I assumed they just quickly rebooted the server. However then I noticed the sql was down and some unhappy clients.Thus my assumption was that PSM did reboot the server. Clearly I did not reboot my server since I was away, and SM has never done that in the past 2 years... SO my only assumption, was that the reboot process was part of PSM's hardening process.TwistedPHP: I don't want to hear only one side of things, just as I stated I have already heard so many great things about them and that is why I went with them in the first place. I was trying to see if anyone else ran into problems, to see if it was common or just a special situation for me.This is NOT a dispute, so there was no need to contact PSM. As I already stated they started the hardening shortly after submitting the ticket and within less than 15 mins they had the SQL error fixed for me. So as you can see everything was resolved even before I posted here.Once again, the purpose of this post is to see if others have problems to see if this is common, or to see if it was an isolated incident with me. I am NOT looking for opinions, so don't waste your time or mine. I was just looking for other experiences and facts.Also my server has never crashed in the past 2 years.
This is not true.
We have just sent you your own server's logs which shows that your server has crashed "3 times" in the last 2 WEEKS alone!
Thus my assumption was that PSM did reboot the server. Clearly I did not reboot my server since I was away, and SM has never done that in the past 2 years... SO my only assumption, was that the reboot process was part of PSM's hardening process.
That was your assumption, and which is why you should've asked us if your assumption is correct or not.
We have also sent you your own server's logs absolutely proving that we did "not" reboot your server, and proof that it was in fact your datacenter that logged in and executed the reboot command
This is NOT a dispute, so there was no need to contact PSM.
Yes there was a need to contact us first, besides for the pure professionalism aspect of it, mainly for the reason I explained above, which is to see if your "assumption" is true or not before publicly accusing us of doing something we clearly did not do.
Anyway, AKWS has posted their side and so have we, I thank everyone that came and listened to both sides and see that we did absolutely nothing wrong. Although AKWS quite clearly came here with nothing more than assumptions/accusations, and only wanting to hear negative feedback on us, all he got in return was replies of postive feedback on our company.
AKWS, whether you want to hear positive feedback or not, if you ask for negative feedback on a company, and only get positive feedback in return, that's your answer right there
Btw, just to clarify some previous posts regarding the PSM support relationship to coastinc servers, PSM does not handle any hardware or operating system reload requests for coastinc. Coastinc sells dedicated servers through gnax datacenter and includes PSM server management support. All technical support for coastinc servers are handled by PSM. However, problems with hardware or reloads is "not" handled by the PSM technicians. PSM support technicians have absolutely no access or control over hardware/reload issues for coastinc. Hardware and reload issues are handled by coastinc directly. Coastinc's own helpdesk clearly explains this, and anyone can contact gnax datacenter directly to verify this if they want.
If anyone has any other questions regarding this thread, please feel free to contact me directly.
Unless there's any new developments on this, I think our side is clear and there is no need for any further replies.
Thanks again to all,
EthanThank you Ethan,Correct, it was my assumption that you did reboot the server I am sorry about that. You stated that theplanet logged in to reboot the server, I have contacted them concerning this to gain more information of why they rebooted the server in the first place.And yes, I am sorry that I did not contact you first through your ticket system first before looking externally for others that had problems here.Well ive had them for almost a month ive had no problems what so ever they are really very helpful....
When I came home 7 hours later, mySQL was down and I can a whole bunch of clients emailing me. mySQL was down for over 6 hours, which practically killed most clients websites...
I suppose that you have no MySQL monitoring, which is ... bad. Since PSM does not monitor the DB on your server, I would strongly suggest to setup MySQL monitoring ... This way you only have to submit a ticket to PSM in case something fails...
Aah, forgot to tell that I am another happy PSM customer...I was very lucky to be a client of PSM. Fortunately I had ordered as server without cpanel and ordered services from PSM for that server. Later i came to know that PSM does not support servers without cpanel. Due to this i requested them to manage another of my server. Since then, PSM was always quicker than what i thought. They always responded quickly not only to the tickets but fixing the problems that occured. Many i times while submitting a ticket, i thought that I've underpaid PSM and they may not do this as they have not promised to provide that much services but they always helped us out. The bottom line is that, PSM has been provided great services for such low cost. The negative thing if some one want is that they became more optimistic (platinumservermanagement) than being realistic (fastservermanagement) -PSM is stunning
All I have to say about PSM is "KEEP UP THE GREAT WORK". We have now been with PSM for over 2.5years and I cannot express enough how satisfied we are with their service. All our support request , whether they are via email, ticket or phone have been delt with in a high professional manner. We totally rely on PSM for all our support needs. 10/10 rating.You can't please 100% of your clients 100% of the time. Someone will always find fault in the service you provide. It's a murphy's law of business. It just happens.If you were to do a poll of all the reviews placed on WHT, HHO, HTTPT, or any other forum regardind hosting, you will find that the reviews will favor PSM and tower over any negative responses. Infact - most of the negatives you will find - like this one by the OP - is a misunderstanding that they even admitted to. PSM is a sound company that will make every effort to help you. When you offer the great price, they can't really afford to have bad press. So I know personally that Ethan is always making sure his staff stay up-to-date on the latest technology and trained in customer service. Let's face it - they have been around longer than most WHT members have had their voice change. UMMMM - sorry - had to go there.My experience with PSM can be summarised fairly easily:a) Their SUPPORT services are excellent. I've never seen such a dedicated group of staff that are able to fix and resolve server problems with such ease - thumbs up for the great team there b) Their sales/billing departments aren't the best. While support issues are dealt with in minutes, sales/billing tickets can go days within a response or resolution. This however shouldn't be a major problem unless you are contacting sales daily, which you shouldn't need to If you want a cheap server management company, you can't really beat PSM I've been very happy with their services.Isn't it nice when everyone can get along Hey watch your self there twisted. Don't make me pull my whip out again. HA! kidding of course.Let's face it - they have been around longer than most WHT members have had their voice change. UMMMM - sorry - had to go there.Is that your voice changing? :beer:My experience with PSM can be summarised fairly easily:
a) Their SUPPORT services are excellent. I've never seen such a dedicated group of staff that are able to fix and resolve server problems with such ease - thumbs up for the great team there
b) Their sales/billing departments aren't the best. While support issues are dealt with in minutes, sales/billing tickets can go days within a response or resolution. This however shouldn't be a major problem unless you are contacting sales daily, which you shouldn't need to
If you want a cheap server management company, you can't really beat PSM
I can back this up, their support is always extremely fast but sales just seems to take forever.My experience with PSM can be summarised fairly easily:
a) Their SUPPORT services are excellent. I've never seen such a dedicated group of staff that are able to fix and resolve server problems with such ease - thumbs up for the great team there
b) Their sales/billing departments aren't the best. While support issues are dealt with in minutes, sales/billing tickets can go days within a response or resolution. This however shouldn't be a major problem unless you are contacting sales daily, which you shouldn't need to
If you want a cheap server management company, you can't really beat PSM
I completely agree.... OUTSTANDING support staff/services; great people, very quick to resolve issues, and always friendly. It would be nice to have them explain a little more than just a "This has been fixed." but for $29/month, I'm not complaining!
sales/billing has great service too, and are friendly as well, but definately on the slower side; but just as tickedon stated, it really isn't much of a problem, as I find myself rarely in need of billing/sales assistance
Keep up the great work PSM!
-steveSeems to be another happy ending.
Thread closed.