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6 months with supportsages
| Posted by pjssms, 11-18-2009, 06:23 AM |
| Supportsages is 2 services in one.
They do have senior administrators that are really outstanding.
They are able to fix almost any kind of issue in a very short time.
Then they have the junior guys.
Sometimes even simple things they are not able to solve and they pass it to someone.
They are promissing a new ticket system all the time but they don´t have one.
I never khow how many tickets i placed overall or what sla i have.
I am using one ticket system of myself to not forget the issues i have asked them.
If the problem is not solved is usual to have to place the same issue 3 or 4 times before getting it solved.
When they finish solving an issue sometimes they forget to inform that they have solved it.
Once they forgot to tell that they have changed the root password of the server.
I hope that they install the ticket system soon.
Sometimes they say a timeframe to solve the issue and they fail the timeframe more than once making that i still have to worry about the issues or even have to try to solve them in spite of havong contratecd a service to do it.
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| Posted by Srv24x7, 11-18-2009, 09:39 AM |
| So you mean 2 services in one is they are sometimes good and sometimes bad ?
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| Posted by pjssms, 11-18-2009, 09:52 AM |
| sometimes they are excellent. sometimes they don´t answer the emails.
OK, they do get the thing done if you insist with them 4 or 5 times but sometimes i just don´t have that time.
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| Posted by steveks, 11-18-2009, 02:59 PM |
| Pjssms,
Thanks for your detailed review. Seems they are running out of techs and having juniors to work on client server making these confusion.
It would be better, if they could keep some senior always in the office & let the Juniors work under their monitoring.
I would prefer to stay away from such things, because I don't like to take risk on my servers.
All the Best!!!
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| Posted by ZenMonk, 11-19-2009, 03:47 AM |
| Nice & honest review. Hopefully they understand your problems and implement some measures to rectify it.
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| Posted by hiabhilash, 11-19-2009, 04:09 AM |
| pjssms, I understand your concern and agree that we are short of senior staff, due to recent hiring of LIII dedicated team by two firms and that included supervisors as well. We stopped advertising our server management services for that reason. If you see it would have been at least 3 months since we advertised in WHT forums. I see that your issues are solved now though. You can use the ticketing system of WHMCS itself.
steveks, if we let Juniors work on servers, issues would have been solved on time. But there is a big risk involved and we can't let that happen on live servers. We don't let any one in our team who is less than 3 years experience to work on servers. A tech become an admin only if he fills in particular skill matrix, we have. Juniors do only L1 and L2 support for hosting firms and never do server management. Yes they do server monitoring, but no server management.
And all the junior techs are assigned a mentor for 2-3 months before they start answering tickets independently for hosting clients.
We are continuously hiring as well. But only a few hits the bill . For us - the best man for a job is not the one with the best capabilities but one with the greatest commitment and passion for the job.
By January end, we will be having independent server management division manned by admins with atleast 4-5 years experience, where all the promises made in SS site will be kept. Admitting that the response times are bad for "non-emergency" issues when it comes to our server management clients, I believe we are still the best for end user hosting support - including the pricing + quality of english + response + resolution time.
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| Posted by steveks, 11-19-2009, 08:19 AM |
| I think misunderstood my post. As per the review, it seems Juniors are working on tickets and not able to resolve things.
So I suggested you that always keep a senior in the office so that Juniors won't mess up things.
As per the review, it seems that junior techs are working on tickets without any ability & leaving tickets for others.
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| Posted by Dedicatedone, 11-22-2009, 12:14 AM |
| Maybe documentation for the juniors would help. Training is only as good as the supporting documentation if you don't want to take the risk of having juniors making management decisions on live servers.
Taking on bigger clients means you need to have the right resources to manage your existing and new clients. Prioritize ALL clients' needs and not just the bigger ones over the smaller ones because they do add up and it's posts like these that build resistance in this industry. I hope that you find some good talent as I have heard a lot of good things about SS.
Best of luck to the both of you.
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| Posted by steveks, 11-22-2009, 05:01 AM |
| Dedicatedone, See they have said that they never leave any junior techs to work on client server which seems to be a lie.
Check the review more clearly. The clients problem is that junior techs are assigning the tickets & without resolving they leave to others.
So this clearly implies junior techs are working on the servers and they don't accept it.
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| Posted by dean1012, 11-22-2009, 06:23 AM |
| I've never used this place (do all my own management), and my comment is based solely on the OP's post, but if a server management place changed my root password without notifying me immediately I would not be with them for long...
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| Posted by steveks, 11-23-2009, 06:34 AM |
| I don't think his problem is changing root password. Seems that juniors were playing with his servers and tickets.
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| Posted by hiabhilash, 11-25-2009, 08:44 AM |
| steveks - May be we both differ on the definition of server management. I don't consider server monitoring as server management. FYI, we don't "manage" the servers for pjssms. Instead we do tickets like spam issues / abuse ones, R1soft related issues etc based on tickets or chats he raise. So in this certain case, if a service is down or a website is not working due to the database not being moved, a junior staff will take care of the ticket/chat depending on the issue.
Now if he asks to convert a server to suPHP or find a spam issue - again included in our per ticket plan, it will take a senior admin to work on the issue and never a junior is allowed to handle it. But if he is able to pinpoint the spam issue, he is allowed to. Never he is never allowed to do a dso to suPHP conversion. That is an example which I hope can make things clear for you, steve. We don't train beyond the L1/L2 level - it's through their own talent and passion for the job where they learn themselves or by watching a senior do the task.
Many of our prospective hosting support clients asks why our per ticket plan has high rates and that is solely because we don't bounce a ticket saying that it is a LIII issue and we do L1 + L2 + L3 in our per ticket plans.
dean1012 - We don't change the password without a client asking us. The incident is pjssms asked us to secure the server, under the per ticket plan, and our techs didn't update him.
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| Posted by pjssms, 11-26-2009, 01:04 PM |
| Hello,
I must say that they have a ticket system now running .
It seems that they have for some time but i was not aware of it.
In the meantime they have installed suphp, gdmagick and helped on solving the issues related to the migration of 75 accounts.
I will post later how they are doing in answer time and on solving more difficult and pending issues.
From what i understand it is a growing process that they are taking that is taking some time.
Thank you,
Paulo Santos
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