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Is Memset the host for you?
Last reviewed Apr 9, 2013
The measure of a good web host is actually their ability to handle a crisis.The basics you would expect from any host of course.
We have used Memset for several years. They have not been faultless, but on the few occasions when there has been a problem, they have demonstrated an ability to resolve things promptly and effectively.
Any web host that promises 100% uptime is lying, but Memset get pretty close, and with the correct service level, will even proactively fix problems. Their support team are knowledgeable and friendly, and will go out of the way to assist.
I can recommend them 100%.
Been fine for some years, and I'm not one for suddenly writing companies or services off but I can say that Memset Infrastructure seems really overloaded and possibly, mis-managed. Two fatal hardware situations in one month and although an apology has been issued, it hardly 1. inspires for the future and 2. acknowledges the knock-on impact that having servers break down can cause.
It's a nuisance as we all know that moving lots of websites ( I have 40+) to another server host is time consuming, and would be avoided if possible, but that is what I have decided to do as it is clear that Memset do not use any kind of clustering, don't have redundancy to cope with fatal errors and think that a simple apology will make the negative impact on business OK.
It is hard to get past Memset's poor customer service. Our experience is that on more than one occasion we've had to waste a lot of time proving that problems are on their end before they will work to resolve it. Their immediate reaction is always to ask you to pay for extra support.
Most recently I wanted to upgrade our server to get more memory. This is normally a 5 minute job and the server goes offline. However I was told by Memset that we were on an older platform and they would need to move us to a new platform for this to happen. Therefore instead of 5 minutes of downtime it would be 30. However, Memset refused to do this out of business hours without me paying a premium for out-of-hours support.
Rather than working out a solution, I got a patronizing email from their sales manager about how we all must pay to upgrade at some point. If you go with Memset, be prepared for a difficult relationship.
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!
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.
CEO Kate Craig-Wood founded Memset and runs it with her brother, Nick from the Surrey Technology Centre in Guildford, UK.
Company and Services
Memset claims to be the UK’s leading suppliers of dedicated server hosting. The company offers a variety of flexible hosting solutions that tailor the pricing structure to the actual usage and needs of the business or individual customer.
It supplies virtual dedicated servers and showcase innovative technologies in order to keep offering improved packages to clients. An example of this is the Miniserver™, which enables clients to host a number of websites from this virtual server. Memset offers a wide range of services and packages from site hosting to online data storage and the aim is to create the service that the client requires.
They also offer Port Patrol™, Packet Patrol™ and Perimeter Patrol™, which are monitoring, firewalling and security scanning packages that run in-house.
One of Memset's stated priorities is server security, which it guarantees. When browsing Memset's product packages there is potentially a lot of jargon to wade through for a novice, but there is a sales team on hand via live chat to assist.
Memset has been acknowledged as a market leader by the British Computer Society. The company has been shortlisted for two awards at the IT Industry 2008 Awards. It has also been listed in the Deloitte Fast 50 2008, which is a list of the fastest growing technology companies across the UK. CEO Kate Craig-Wood has also been awarded for her work in IT, and campaigns for the higher profile of women within the industry.
Memset runs two data centers, both located in Berkshire, UK.
Memset Support - http://www.memset.com/contact.php#support
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