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Hear from our web hosting expert, WhoIsHostingThis Team.
See what 13 SoftLayer, Inc. customers have to say.
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By WhoIsHostingThis Team
Tracking web hosts since 2007.
Founded in 2005, SoftLayer provides enterprise scale cloud hosting. They’re an IBM company
with data centers in Amsterdam, Dallas, Houston, San Jose, Seattle, Singapore, and Washington
D.C. They boast a fully automated platform with security and scalability. SoftLayer is
headquartered in Dallas, Texas.
For self-help you can use a knowledge base, called KnowledgeLayer®
, a forum, and automated
tools within SoftLayer’s portal. For technical support, you can submit a support ticket or call a
toll-free number. Tickets and phone support are available 24/7. Support tickets receive a response
within 20 minutes. Phones are always answered by the second ring.
(Network and Data Center features if several hosting types)
Available in a wide spectrum, from single processor servers up to massive hex core, and in
customized solutions for medium businesses on up.
Cloud-based server options that are perfect if you’re short on time or need lots of flexibility.
If you’d rather have someone handle the updates and monitoring of your server, a managed
server is right for you.
SoftLayer offers up the type of solutions that are perfect for you if you’re running a large scale
business, numerous sites, or resource needy websites. These are not hosting plans for an
individual or a blogger. They include premium technical support, such as round the clock phone
support. This is not a place for budget hosting solutions. If you need a serious hosting provider
with experienced support and a rock-solid, geographically diverse infrastructure, then SoftLayer is for you.
Was this review helpful? Yes | No
SoftLayer has been great imo over the last 3 years. When they first took over Orbit I felt there were issues. I've been coding for 20 years and no matter who you host with there will be an issue or two.
If not you are one lucky coder and living in a different world than the rest of us. I give SoftLayer high marks, and will say we manage our server, so this doesn't include any of their managed services. Our up-time has been great, their response time to tickets has been fast, and they've given me about 10 hours of the last year of free help and advice when I've had to make server management decisions.
We currently have 4 servers with them and really can't dish them at all. I've been with about 8 different companies over the years and feel I've had my fair share of good and bad hosts. Two thumbs up to SoftLayer from me.
I also will point out if you have clients that are very large and recognized they ask who their site will be hosted with if you are the developer. Spitting out some small companies name they have never heard of can cost you a client from time to time.
Softlayer are a good company with responsive customer support but do not offer unlimited bandwidth which is a Huge drawback. We have a GoDaddy server and use SoftLayer.com webhosting for a separate website. If we go over our allocated bandwidth allowance of 10GB with Softlayer , we pay $75 USD per month for an additional 30GB of bandwidth.
This is now looking like we need an additional 30GB of bandwidth per month so that's an extra $150USD per month whilst with GoDaddy the bandwidth is unlimited. I don't understand why SoftLayer charge this much for bandwidth usage compared to GoDaddy but it does require change in my opinion. Contacting SoftLayer about why they charge this much they say that GoDaddy are more for servers and they deal more with larger companies. In short , SoftLayer are a good company but if you use more than 10GB of bandwidth per month I'd say there are better options given their high price for extra bandwidth per month.
I have using for the past three years, I never faced downtime to my site. Its works well ever and ever. and their tech support is great.
Best host I have ever used and seen. The uptime is wonderful and their support is superb! My host, Empire Hostings, is run through them and I love the server
SoftLayer is kinda good cuz they have a Very good support and 95% uptime services. They're support helpers are almost like 24/7 trying to help all the peoples that needed help. The prices of their hosts are affordable too.
I have been with SoftLayer/IBM or the companies that proceed it for over 10 years. In that time I have seen this company get larger and offer more features to its web control panel. I have enjoyed these features have they have come online.
I have also like using the IBM name and its cache to promote my companies hosting credentials. For many years the support was excellent with fast response time and helpful staff. In the past 1-2 years the support has been very disappointing.
On more than 1 occasion they have actually wasted my time by not reading the support ticket fully and sent back responses that were already covered or doing work that was not helpful or asked for. Most ticket responses can take hours, or one more than 1 occasion I have had no response at all waiting 24 hours then having to call. Since they have so many support staff and the response time being slow a ticket could end up being handled by several different staff.
This is why as the client end up having to repeating information in a ticket or getting the wrong work done. This once again shows that they are not taking the time to read the thread. I can only image that they are being timed and forced to work to fast OR the culture over there has gotten lazy.
Getting a ticket to your data center support staff is also an issue, as it appears that unless you call and complain only the first terrier staff located elsewhere review the ticket and your issue from a far. The response for the last issue of a failing network took 5 days and several phone calls and was never fully resolved. It has gotten so frustrating that for 2016 I will be replacing my 4 servers with new ones at a different data center company.
The first one has already been purchased to replace the one with the network issue. Over 10 years and they have finally broke me, and I am done with SoftLayer.
Good support from you guys. When I got stuck with a domain I was investigating at flippa website Auction, your team was readily available to answer and guide me through out that duration. I got all the information I need within a very short time, keep it up guys.
We're a happy SoftLayer client and we've never experienced downtime with this host. We think that SoftLayer deserves a place in the Top 10 hosts because of the good points on most areas. We were using Wordpress for a long time and when we decided that Joomla is a better option, a CMS that we knew nothing about, SoftLayer tech support guided us and had the installation setup for us in a few minutes.
I won't recommend anything else in terms of stability and reliability. We're happy to have chosen SoftLayer.
it's a good website giving the offer to developer to upload their data and website to his server and makes his customers that it can't be hacked till they are alive thanks for your support
SoftLayer is one of those hosting providers that is simply mind-numbingly awesome. They're the only dedicated server provider I've seen that gives you everything from Ip kvm to ethernet control, remote power outlet control, automated OS reloads/changes all through the control panel, all with no tickets. They've automated their processes to make it easier for you to manage your business infrastructure with minimal interaction with their tech team, which frees their techs up to handle the more intricate issues on the network and hardware side of things.
Their network is absolutely top notch. You've got the public network, but aside from that there is a private network - all of your servers and services, whether physical or virtual, whether in Dallas, Seattle, or DC are able to communicate securely on your own private Vlan with no bandwidth charges. I have never seen an unplanned network outage affect services in my entire time working with them, and even planned outages generally are set up so well that services are entirely unaffected.
SoftLayer is definitely not for everyone - to take full advantage of their systems you have to be well versed in server administration. They do offer managed services but it's on a per ticket basis with a $3 fee per ticket, so if you're looking for fully managed they're not for you. Sside from being extremely well versed in what they're doing, the techs some of the most professional support personnel I've ever had the pleasure of working with.
Their responses are quick, to the point, and if there's something that needs clarification they're very good at asking the right questions. If you really need to clarify something and typing it out isn't working they're just a phone call away, but tickets are the preferred method of communication. I've only opened up 45 support tickets since 2006 - and while you may think that's a lot, the majority of it was hardware upgrades and just simple questions about the infrastructure to help me better plan my setup.
There have been less than 5 instances where support needed to get involved to get something fixed. Whenever I had a problem, working on it with the tools they provide almost always proved to be successful. Bottom line: If you want a server that you can manage yourself and have fast, fine grained control over, SoftLayer is the host for you.
They're more expensive than the competition, but you get what you pay for. Actually, with SoftLayer I'd say you get far more than you pay for! The only thing I wish I'd known before becoming a customer was that they existed.
I'd been through several hosting companies all with several nightmares. As soon as a friend referred me to SoftLayer, I checked it out and was immediately sold. I will not be taking my business elsewhere - nothing compares.
I host at HostGator with SoftLayer data centers, and they definitely Rock! I would say uptime is around 98%, if not better. I really can't remember the last time my sites were down (knock on wood) and I host about 250 domains with them!
Very economical with awesome service! Thanks guys!!!
The term "mind-numbing" was used in the previous review. The only thing mind-numbing about Softlayer is the sheer incompetence when it comes to support. On several instances what should have been 1 hour of downtime resulted in catastrophes that resulted in 24 hours+ of downtime, multiple re-installs of an OS (seemingly because they had some random hardware failures), provisioning problems, multiple Hours of a machine sitting idle waiting for a tech to "get back to it" during a re-install, etc.
If you depend on your hosting machines and turnaround time is important to you you might want to look elsewhere. While their uptime is generally good the next most important thing is problem resolution, and this is an area where they fail miserably. My last "support" experience went something like this.
A lot of mangled TCP/IP packets were hitting our server, filling up logs and generally pointing out either an issue with the NIC or the network serving it. The "support" person first gave us very generic advice (update to the latest of everything) ... ok, fair enough -- even though the issue started well after our last installation or update -- to placate them we updated.
Same problems existed. They then processed to "accidentally" knock the server offline for 20 minutes while testing the NIC (and seeming didn't even know until we pointed it out to them). The root of the issue was incomplete/damaged TCP/IP packets coming into the NIC.
Their resolution? They Disabled tos (which is the option for the NIC to repair the damaged packets). Why?
The tech said "Ok, now you won't see all these errors in your logs."
The problem was not the errors showing up int he logs, the problem was that the errors were happening in the first place. Subsequent trouble tickets have been ignored, stating that this was already "fixed". We are seeing massive packet loss to the server now (25% +).
Waiting to see what kind of wet blanket fix they come up with for this one as we are searching for a new hosting company. P.S. This is not on a "cheap" server, nor is it small time. This is a site that pulls in many millions of unique IP's visits a month, not someone's blog.
I have read these reviews here and think most of them are self serving, we have server hosted in one of their data centers and have had nothing but drama, there was a phantom issue that took our server offline and then was accessible, after almost 24 hours they did a os reload. We continually face connectivity issues and we see it more than anyone as we running web apps that need to be registering frequently with our server. I have to say connectivity with them is hopeless and their service is totally no good, at least 30 minute turnaround time to answer questions through ticket system.
Online chat is useless they won't do anything unless a ticket has been raised and then they just talk, there's hands on trying to resolve it - the online chat support is like a customer pacifier, they can't techs. Im also finding out from one of their staff that the data center they say they "own" turns out they just have server rooms (cages) in that data center....wish someone with money and brains would come along and clean up this part of industry as it's killing growth with the way they operate at present
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