Stephen Bennett
When things are going well, Memset are absolutely fantastic! But I have (had) a dedicated server with their 'Basic' SLA. Their Support Matrix shows 'Out of Hours' Emergency support as a chargable service at this level. I was happy to accept this as I'm more than capable of managing a server and don't need all of the bells and whistles offered by the 'Fully Managed' SLA.
But one evening, the server did disappear from the internet. I searched everywhere for a means of contacting them. It was impossible. I sent them an email via the website - the only option available.
Fortunately, the server came back after about 30 minutes.
The next day, the first message that came in from them was from sales who'd noticed my attempts to raise support. Rather than offer any appology, they simply recommend I upgrade to the 'Fully Managed' SLA.
The next message to come in was from support saying there had been 'another problem' with their network!
So I need to upgrade to get information on their faults? What about paid support? Sales informed me this is only available if booked in advance!
So, Memset are great, but only if you know when they will have an outage so you can book an emergency engineer in advance. Or you're prepared to pay for the 'Fully Managed' option. But before you do that, speak to DediPower. You can get a server from them for about the same price, with 24hr support. Afterall, that's where Memset host!
And as for the mis-leading information on their support matrix? Or the lack of any status information or accurate uptime monitoring? Kate, Memset's Managing Director tells me "The minor issues you have highlighted will be resolved in due course, but I am not willing to commit to a time frame.". She doesn't consider any of this important and any question asked is treated and an attempt to gain a freebie.
I wouldn't touch them with a barge pole!
Jon Rowe
We left our last hosting company 1&1 due to patches of downtime and poor customer service. We moved all of our sites (around 20, serving 10GB/day) to dedicated server on Memset over a year ago. The service has been excellent. No downtime so far and no complaints about performance or service.
Highly recommended.
