About a month ago I switched from Virtual Private Hosting on webhost4life to dedicated hosting on RackSpace.
It was definitely an improvement, but I'm still dissatisfied.
Here are painful parts of my experience with RackSpace:
1) RackSpace wanted me to sign paper contract (WebHost4Life didn't require that). That paperwork took almost a day (several hours of my efforts + some wait time). Sales guy couldn't open several versions of "Microsoft Office Image Writer" that I emailed to him, so I had to resend the document in different format.
2) It is a little unpleasant to deal with RackSpace sales guys. They forget (or "forget") to answer some of my questions; use some slightly unpleasant pushy sales techniques. Is it typical for any sales reps, not only RackSpace's sales?
3) After the contract was signed, it took RackSpace almost 4 days to install the server. I signed the contract Wednesday July 3rd 2008 and was hoping that on Saturday-Sunday night I'll be able to move my web site (www.postjobfree.com) to RackSpace. But RackSpace set up my server only on Monday - not convenient time for me and my users to do the move.
4) RackSpace promised me that they would help with the migration. They gave some tips, but not all of them were good. For example, they suggested me to shut down my web site for few hours while I will copy my database. Not a good approach for 24/7 service. So, basically I was mostly left on my own with the migration.
Fortunately, I used advise of Omar Al Zabir about smooth web hosting migration
Ironically -- it was Omar's recommendation to use RackSpace for web hosting that made me pick them.
5) Average response to my ticket requests is about few hours (2-3 may be?). Sometimes ticket response time is shorter; sometimes it's longer (up to a day or even more in some cases). It's an improvement in comparison with WebHost4Life, but is that really the best in hosting industry?
6) Most of the time responses are good, rarely great, and in some cases responses are incompetent :-(
For example, I asked RackSpace if it would be a good idea to run SMTP server on separate IP address (same physical machine). A RackSpace guy replied that it would be a good idea. So we did the switch. But it turned out that RackSpace cannot monitor ports on another IP addresses (only on primary IP address). So we updated SMTP server settings again to allow listen both IP addresses. That caused SMTP server to use primary IP address to send emails, but at this point smtp.postjobfree.com DNS record was pointing to second IP address, and this caused painful issues with spam filters on some servers. In the end we returned back to using primary IP for SMTP, but went through some pain because of incompetent advice.
7) RackSpace seems to be not really good in analyzing past problems. They simply ignored my request about digging into this incompetent SMTP advice. Nothing like "sorry, we screwed up and would do this and that to prevent it in the future". Nothing like "sorry, it was misunderstanding and you (me) should do this and that to avoid problems in the future". I would understand if cheap hosting provider would skip such "past failure analysis". But if hosting provider claims "fanatical support" - I expect to do a little better.
Well, may be it happenned because I still didn't have a chance to talk with my account manager. RackSpace doesn't have one for me yet (after being with RackSpace for a month):
8) Rackspace's ticketing system creates unneeded noise. For example, after I create a ticket on my.rackspace.com, it adds meaningless auto-response to the ticket and sends me notification email. If I update a ticket, I get notification email again. Why would I need notification about ticket updates I made myself? That's distracting.
9) Maintenance downtime. :-(
I mentioned already that RackSpace considered few hours web site downtime during migration as "ok" practice. That attitude goes toward other maintenance things too. Today they installed hardware firewall on my server. They brought down my server for almost an hour (!). Could anybody explain me why installation of hardware firewall should bring server down for almost an hour? It should be less than a minute downtime, or preferably zero downtime. That was disappointing. I managed to migrate web server from different hosting with no downtime (I copied 4 GB database between WebHost4Life and RackSpace and still managed to avoid downtime) and now trivial installation of hardware firewall caused almost an hour downtime:
10) The hardware firewall installation caused another issue as well -- my web site was not able to send out emails after the firewall installation. RackSpace didn't notice that, because their SMTP port monitoring didn't catch the issue. We noticed it few hours later and reported in a ticket. We got no reply for couple of hours, so I had to call RackSpace and remind that the issue is still there. They were not very good in pinpointing the issue. They were trying to re-test SMTP server and it worked. So we (at PostJobFree) had to find it out the problem ourselves. The problem was that smtp.postjobfree.com could be pinged from every computer, but not from my server itself, because hardware firewall didn't resolve the request from my server back to the server itself.
RackSpace techies couldn't grasp that for a while even after I pointed them into that direction. Eventually they recommended to update my application and made it use my new 192.168.x.x IP address for sending emails. Imagine that: update and redeploy my application web app to accommodate to hardware changes. And do it in the hurry after(!) hardware firewall is installed.
I suggested better solution: simply add one record to C:\WINDOWS\system32\drivers\etc\hosts:
RackSpace techies still cannot grasp that solution and comment on it. Fortunately my solution works so far.
11) There were few other minor issues, but I think my saga is getting too long already.
On the bright side:
1) When my server works (and it usually works) it works really fast. I'm happy with the speed so far. Though I'm not sure if I should attribute it to RackSpace or to dedicated server. With WebHost4Life SQL server was shared with 4 other clients and in the end I was getting 50+ timeouts/day.
2) Some RackSpace folks taught me some useful stuff, for example about DNS [re-]configuration.
3) RackSpace is expensive, but it's not THAT expensive. I got my server + SQL Server license + hardware firewall for a little over $600/mo (with 1 year contract)
So, what do you think, is it typical to have issues like these with any hosting provider, or there are better hosting providers out there?
Any other comments?
Update (2008 August 03):
Problems with RackSpace are getting worse.
RackSpace technician configured my SMTP server as open relay
That's how it sounded on the ticket:
"We did find a setting in your SMTP that was set incorrectly, and we corrected that."
In fact, SMTP server was configured properly and the problem was with DNS configuration. Instead of fixing DNS (after installing Hardware Firewall) RackSpace guys made the problems much worse by turning my SMTP server into spam-machine and enabling prompt access to all spammers through newly installed hardware firewall.
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