As I wrote in a previous post I used to use ServerLoft’s services. After 1 year I cancelled my servers and I decided to share with you my experience so you may choose not to repeat my mistakes
Here’s why I wouldn’t advise you to (ever) use ServerLoft:
1) Not the best offer in terms of value for money
Though their offer seems to be one of the best available, and it is in terms of money, on the long run you’ll end up losing more money.
That’s because:
- Their prices do NOT include VAT and depending on your country you’ll discover that you have to pay 19% more
- There are better offers for less money (and, I admit, less traffic included)
If you don’t need the monthly 5-10-15TB of traffic I would recommend you using Hetzner. Their servers are one of the bests and cheapest. And their price include VAT so you may end up, depending on your country, paying less,
2) Hardware quality is sometimes poor
After using for 1 year ServerLoft I figured out that:
- You shouldn’t try to reboot your server if that’s possible. It usually takes a server about 25 minutes to reboot. Don’t ask me why and it is not dependend of the type (hard or soft) of reboot you ask for: it just takes 25 minutes to reboot!
- Their advertised hardware RAID1 is useless (see my real story below) and poorly documented.
3) RAID 1: a joke
This is the real story of my experience with what RAID1 means for ServerLoft:
- You won’t get any meaningful support for their (advertised) 24/7 support. I mean, let’s suppose that I would need to know the status of my RAID1 or I would like to know if I configured/tweaked it properly. Here’s the kind of arrogant answer I got from them on my request to just provide me with some links/documentation:
it seems we cannot help here. Serverloft is a service for very professional guys. Those guys should be able to setup a network, a raid-system or somethink else. We do not offer a kind of technical support, we just help you if your hardware died and have to be replaces. - After using their services for 1 year I noticed that the sites on one of my servers started to behave strangely. I logged in my server and tried to figure out what’s wrong.
After some investigations I’ve figured out that the filesystem is in Read Only state. Reading about this on the net I started to believe that a HDD may be broken.
I know that it is STRANGE (to put it mildly) that a “state of the art” hardware RAID 1 will set the OS as Read Only when a HDD is broken but I tried to look at the bright side: I haven’t lost any data, I just have to figure out what HDD is broken, contact ServerLoft support and they’ll replace it in a matter of maximum 4 hours as advertised on their site.
Well…here comes the funny part: I run their automated hardware test just to learn that my system was in perfect shape (see here)After receiving this report I wanted to boot again and investigate further. I tried to reboot the server. And tried …and tried. After 3 hours I sent the guys a message asking them for help. After 12 hours not receiving any answer I wrote them again. Then about some 18 hours I called them…and called them again after 24h …and again after some 36 hours…
No, this is not a joke, it happened to me: I had to write them some 4 messages and call them 3 times to get, after about 48hours this answer:
The hardware reboot is working if request over the PowerPanel but your system could not be booted because the bios did look for bootable system in the wrong device order. We have fixed it and your system is now up and running again.We also think the wrong drive was marked as failed, so now we have one damaged harddrive with badblocks (and complete raid) and one functional drive with incomplete raid. You should check it and if we are right we ask you to backup your data (maybe in recovery system) if needed. After that please tell us to exchange faulty drive and create new raid. Reinstalling the operating system is neccessary and will result in a complete data loss.
So, after waiting for 48h+ this is the kind of answer their support can provide. No “apologize”, no “sorry” no nothing. After waiting for their support for 48+ hours I realized that I paid 1 year for nothing: their “RAID” is actually useless and that I’ll have to backup my data and reinstall my server. They cannot help me more.
I tried to discuss with the sales guys, ask them whether they feel that this is normal and if they don’t feel like they should at least apologize and give me a discount…something…anything!
I wrote them 2 messages and never get an answer back from them.
They really don’t give a shit. They just sent me the bill as usual.
4) Absolutely useless customer support
- Their advertised 24/7 support is actually a “get a meaningful answer after 48h and that involves reinstalling your system”.
- They aren’t able to provide you with any support or useful information at all.
And when I say that I think of Hetzner, another German dedicated hosting provider.
They don’t advertise that they have 24/7 support but it never took them more than 2h during business hours to answer me and my last experience with them was wonderful: I asked them to replace my server’s RAM because I suspected it may be broken. That was 30 minutes before their support hours ended.
I got an answer from them after 1 hour (so NOT during their support hours): their technician informed me that he replaced the RAM and he also advised me to replace my server’s network card driver as the default one had some problems. And he not only told me that but he also provided me with a link to a step-by-step documentation (in English, of course) on how to upgrade my software driver.
No comments.
So, that’s my experience with Serverloft. I’ll end by saying that I decided to cancel my servers at Serverloft and move to Hetzner: it took me less time to order a new server, install it and move all my sites to the new server than it took me to get any meaningul support from Serverloft.
No, really, I’m not joking!