I
became a ServerMatrix dedicated server customer
in December of 2003. My server was setup within
24 hours of placing the order, and I was called
to personally confirm my order. The server was setup
properly with all the features I had ordered, however
within the week I decided to do an upgrade, and
this was taken care of flawlessly. During the first
week I had no problems, but after this the server
would crash every day, and I would have to call
and have it rebooted. ServerMatrix answered their
tech support phone within 2 rings for me everytime,
and had my server rebooted within 10 minutes of
me calling. After I had called 5 days in a row I
decided to call and ask them to replace some hardware
(hard drive and ram) to see if that fixed the problems
with it randomly crashing. The problem was not fixed
by this change as I let the server run another few
days to make sure. I placed another call to Server
Matrix, and asked them to please give me a new dedicated
server, and put my old hard drive in there so that
I could copy some files I had already uploaded.
Server Matrix had no problem giving me a new dedicated
server, and said that it would take 2 hours from
unplug time to having the new server up and running.
To my surprise the server was back online within
1 hour and 30 minutes, and it had the old drive
installed and mounted already for me. The new server
fixed all of the problems, and the server didn't
crash anymore. After updatng the software, and installing
patches the server was up and running, and has been
up and running for over 100 days now. In March there
was a switch failure/problem at Server Matrix, and
the server was offline in the middle of the night
for a few hours. The server would come/go as the
re-routing was taking place. Server Matrix did right
to their customers standing behind their SLA, and
refunded a % due to the outage. This was easy to
get, I just opened a ticket and requested a refund
for the downtime incured by the switch failure.
Server Matrix recently changed their power configuration
to optimize a less loaded power panel, so the server
was unplugged for a minute or less so the power
could be swapped. This was the first time the server
had "gone down" since it was fixed in
December. I am very satisifed with their phone support,
and the way their techs handle me. |
