Swsoft response

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Posted by ServerNinja, 12-19-2006, 07:43 AM
Hello, Have anybody experienced with Swsoft unlimited email support (they charge $$$ per server). What about their response time?
Posted by IHSL, 12-19-2006, 08:01 AM
I find their support to be more than adequate. A few times last year they were slow (approximately 16 hours) but they really bucked up their ideas after that, and every issue we've sent to them on behalf of clients has been handled with no fuss and in a swift manner. Simon
Posted by ServerNinja, 12-19-2006, 08:10 AM
cool, do they answer plesk related issues also?
Posted by jbwebhosting, 12-19-2006, 08:13 AM
I've noticed the Virtuozzo support is really quick, and plesk support is not too far behind.
Posted by IHSL, 12-19-2006, 08:18 AM
I find that with general or feature-specific questions, they prompt you to urge the customer to visit their forum. With problems, they tend to just give a fix. I'd certainly say the support is worth using, overall. At the start of last year, we had a major issue on a Windows box with both the database and several utilities constantly failing for no apparent reason. The logs showed nothing, and it was really frustrating. SW-Soft spent a total of nine hours troubleshooting with us, eventually fixing the problem. Simon
Posted by Sitestash-Lucas, 12-19-2006, 08:27 AM
For Plesk questions, use the support link while logged in to the Plesk administrator, it will auto-fill alot of values in. "A few times last year they were slow (approximately 16 hours)" --I see this even today, usually the trend we see is that the response times vary depending on the complexity of the ticket. When you do have a complex issue, it gets escalated to some very knowledgeable techs and will be resolved shortly thereafter. "I find that with general or feature-specific questions, they prompt you to urge the customer to visit their forum." --Agreed, lots of replies like that, but when the issue is not in a faq somewhere, they've always done a good job at explaining their fixes, which especially comes in handy when a problem starts repeating itself.
Posted by IHSL, 12-19-2006, 08:32 AM
I agree with that, for sure. Simon
Posted by ServerNinja, 12-19-2006, 10:16 AM
Awesome, guys Thanks for your valuable information.
Posted by steven-v, 12-19-2006, 01:53 PM
Usually you will be expecting responce within 24 hours after ticket submitted to SW-Soft, but problem resolutions can take up to a 5-10 days in some cases.
Posted by ServerNinja, 12-19-2006, 03:11 PM
huh...are you talking about the paid support of Swsoft?
Posted by steven-v, 12-19-2006, 07:00 PM
Of course. Here is no free support from SW-Soft - I do have few servers with UNLIMITED email support (1 year) at colo.
Posted by ServerNinja, 12-19-2006, 07:14 PM
I see. Thanks for the information.
Posted by Voyeur, 12-30-2006, 01:13 AM
Get a good server management company that supports plesk and you won't have to spend big bucks on sw-soft :-)
Posted by ServerNinja, 12-30-2006, 06:15 AM
I dont want any support in Plesk, but need a small hand in VZ sometimes. No server management guys can be much expert like Swsoft techs (for the Swsoft products). You will understand it if you taste both the things. Beleive me!
Posted by steven-v, 12-30-2006, 02:12 PM
This is true, sometimes even SW-Soft support don't know what to do - they page Developers and they develop fixes on your server. As much as I love some management companies - in some cases nobody but SW-Soft can fix issues
Posted by Voyeur, 12-30-2006, 03:31 PM
You'd expect someone to be there 24/7 from company (swsoft) that charges $150/hr for technical support.