I would like to talk to you about this. But I do not have your email address. I have sent three emails to the noc@…. address under ticket 166060. One marked for you attention. None of these have been replied to after 2 weeks.

(087) 2441725
kieran[at]mill-yard.com

This is the first I’ve heard of any issue and, reviewing your ticket history, it looks like you had an issue in July, which appears to have been resolved, and then again in September, which also was resolved at the start of October. I can’t see any other tickets open in the system?

As for the cloud, it’s simply a new deployment platform, nothing fancy We could migrate your current server to the cloud should you wish, which would give you vastly improved reliability and scalability over the very basic machine you currently have.

Let me know if you want me to escalate your issue – you have my email address.

Does your move into the clouds mean you are trying to dump your dedicated server customers.

I hired a dedicated server from H365 in Feb 2006. Did the deal with you personally.

It needed to be reinstalled in July this year. However there were hardware issues which have taken 4 months to resolve. Now your staff tell me I have to pay for the botched reinstallation + the 4 months I’ve been without the server.

Will you treat your cloud customers like this in a couple of years, when you decide to move to some other fancy new infrastructure.

Regards.

Many thanks for your comment and, more importantly, your feedback.

I spoke to the customer care manager this morning and he tells me there are no outstanding tickets for you in any of our support systems. Have you tried live chat, or called us by phone?

If you have a ticket number, please email it to me directly for escalation.

As for SLA’s and resources, we deliver better uptime than the industry average, and do it for an excellent price, we have more engineers in our operations team today than we had staff two years ago.

Hosting365 has grown explosively over the last 7 years and we’ve had to make the (very painful) transition from a small to a ‘medium’ sized company during that growth. I’m the first to self-criticise and concede when we could do better, and we are about to kick off a major recruitment drive.

In addition, we’ll be making a major announcement on the 22nd of this month, which will change how we deliver our services and deliver greatly improved support options.

In the mean time, once you return from China, I’d love the opportunity to give you a tour of our facilities and introduce you personally to some of the team, including our new Service Delivery Manager (ITIL, Prince2) and Customer Care Manager (ITIL also).

However it will fail without support and while SLA’s are fine on paper, if your company does not have the resources (as I have been told by your own staff) then it is hard to have any confidence.

I have found the level of support from Hosting365 to be disastrous in the last couple of years having enjoyed excellent support since the day you opened your doors. This is not just my opinion – it’s the word in our small IT industry. I was one of your first customers and you got me to move on the promise of good customer support, which I know you believed in and were once able to deliver on.

While my company is tiny and I use some of your services for a number of small clients, our primary business is IT & Project Management work for SME’s and Corporate companies e.g. Enterprise Ireland, RTE, BOI, INTO etc. and as such we influence these businesses. While we don’t do a lot with you directly, we have put an enormous amount of business your way. Currently I have a very small problem but can get NO RESPONSE at all from either support@hosting365 or support@register365 – now 8 days. Is there anyway we can do something about the support, now and in the longer term. I am genuinely interested in using your Cloud services – it’s up to you whether I do or not.

Regards, Joe Byrne
CEO: Glanmire Electronics Limited
Currently in our China office but you can call me on my direct line 01 2768008.