Brian

Correcto..prime example was when they went down for the Hurricane

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miakeru

Just out of curiosity, did anyone request, and/or receive a credit for the hurricane-related downtime? I wasn't a Surpass client at the time, so I wouldn't know.

I know it's not guaranteed in the SLA, which is why I'm wondering if they were issued or not.

Bigjohn

kayla posted in the forum 'if you want it, ask'. and many did.

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miakeru

That's very nice of them to offer it.

qwertykb

I still haven't received my credit for the downtime in August

Kayla

What is the ticket ID?

blaze

Yes it is... but this is what I have learned so far about Surpass. They aren't perfect (nor close to it) -- but they do not claim to be either. In fact, they are quite the opposite. They admit to having to learn a lot with owning their own data center. They admit to having problems. They admit to being frustrated, scared and annoyed at times. The owners come onto the board and try to involve everyone -- and you have got appreciate that or, at the very least, respect it.

They don't hide behind the masks of a support team at the help desk and do try their best to solve every situation as quickly as possible. I have learned some patience with their support team -- but the end result has always been that a solution was handed out. I certainly did not expect a refund for the month of August... but was happy that they offered. This is good, only because it helps me understand what to expect in the future... a confidence in knowing if an emergency comes up -- they will take care of it and will make up for any sort inconvenience. It may not be done in 15 minutes -- but I do not fear that they are (or will) ever ignore my problems.

Bottom line though, money back guarantee or not... I would rather have someone hear me than listen to me. Most hosting companies listen to your problems -- but they don't really HEAR what you're saying and never do anything about them unless it becomes a problem for THEM. I have not detected that feeling from Surpass at all... especially on the boards. You can learn a lot about a hosting company from the boards -- because the clients chatter away about everything. But this is the first time I have experienced such a helpful board -- lots of you who host here are more than helpful, kind, courteous and patient. This is a happy playground and that tells me if the kids are happy here -- then Surpass is definitely doing something right. I really like it here.

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miakeru

What you've said about Surpass' imperfections is true, but that is what makes them so lovable. Surpass would have no character if the services and staff were perfect. I think that is one thing that sets Surpass apart from the other hosting companies; they admit to being imperfect.

Operating your own datacenter is something not easily done. Most hosting companies do not own their own datacenter for a couple of very valid reasons. First, it consumes a TON of time. Running your own datacenter and managing servers for web hosting clients is tough business, especially when you have the client base that Surpass (and HostDime) does. Time is valuable, and there is never enough of it. Second, it is not the most cost-effective solution to web hosting. It is much cheaper to collocate machines with a third party than it is to maintain a datacenter. Think about it.. they have to pay rent, electricity, bandwidth, water (possibly), and any upgrades made to the building. All of this must be paid for from client money before they can start counting profit. Sure, the HostDime company makes a ton of money, and it really is nice to own your own facility, but maybe that's why there are the little problems there are, you know?

Hosting with a third party eliminates the cost and responsibility of some of the items listed before. You don't have to pay rent, or for power, or things like that. Your network is not (always) run by you, so you don't have to worry yourself with the day to day maintenance of the network your server is running off of. This third party will be investing all money into the only service they provide, whereas HostDime and Surpass have to split it up between upgrading client servers, and the network. Twice the work, twice the cost.

This is all what makes Surpass unique, though. They are pulling through! Most companies wouldn't have the financial security to actually invest in their own datacenter and remain in business for a long time after that! Surpass is not only pulling through, they are excelling in most areas. Over time their services have improved and will continue to do so, I'm sure.

Being a part of Surpass is something that I really like. Sure, I have had my differences with Kayla and Emmanuel, but we have all worked them out and I now talk with Emmanuel on a daily basis. Sorry Kayla, but I lost your screen name from when you IMed me a few days ago. I would talk to you too, otherwise!

I hope to continue to build a personal relationship with the Surpass staff and the company as a whole. As much as I have hated it in the past, I keep coming back. Surpass is one company that I just can not hate.