A few years ago i started my own web hosting company.
I focused my business in the local market and untill now i can not complain at all. Everything is just fine, niche market, nice number of new signups every week, profits, etc.
Like all the hosters that respect their business and clients i have a few dedicated servers and host over there all of my clients. The servers are leased from a well known dedicated server provider that also offers fully managed servers.
A year ago everything was extremely nice with their support, tickets response under 15-20 minutes.
Now, after a year and a few thousand of new clients this company has serious problems respecting her TOS.
In some of my tickets the responses were after 60-70 minutes, other tickets remains unanswered, services that i contacted them to do are still unfinished, etc..
That's scary for a fully managed dedicated servers provider.
I am asking my self, is this normal ? I know that they have now many many clients and they have to do their best to support all of them but i am not sure if they even try to do so.
I am still getting all the responses from the same persons but late and with 2-3 words answers.
I believe that all the hosting providers that grow up very fast should do something for their services.
They should hire new support personel for phone support, tickets, pre-sales, sysadmins, etc.
Nobody wants a new ThePlanet.com style brakedown.
I tend to believe that one of the best solutions nowdays is to go with a small hosting provider (not directly with the datacenter) and let them manage your dedicated server.
