Will, Thank you for your help both on this and other posts that I’ve found re: issues that I needed help with in the past.
Still, I am distressed/disappointed that it’s been 48 hours since my ‘official support request’ and my ticket is only now up to #3 in the que. I’d like to continue using DH because when things are going well, the features, freedom, and community are great, but when I experience downtime (not being able to setup a new db for 24 hours) and read in the forum about other major issues, well…I’m getting nervous.
More than any problems that come up (that’s going to happen anywhere, I accept that) it’s the response time from support. Trolling through the forums I can see that you, Jeff, and many active, knowledgable members do a great job answering questions that come up. However, it really seems that the ‘official support’ channels are struggling for some reason and that worries me greatly.
Am I just catching DH at a bad spot or is this the level of support that I should expect? Maybe there’s a plan in place to better handle the support needs of your customers? If there is, I’d like to know so I can assure my clients that the host I’m choosing for them can provide a reasonable level support.
I’ve used halfpricehost for several years and am basing my hosting expectations on my experience with them. Their pricing structure is similar to yours. Although I haven’t done a thorough comparison of the features, the most important feature to me is 24/7 access to support. I’m not sure where I’m heading with this, but I do know that aside from the support issues there are many reasons I’d like to keep using DH for my *nix clients.
Thanks again and sorry to be down on DH.