Surpass Hosting or InnoHosting

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Posted by m--m, 02-23-2010, 04:00 AM
Okay I was thinking about going with a vps, but I have heard such good things about the above 2 companies. So help me make a choice!! What I like about both is the pricing and both have great reviews. InnoHosting offers end user support, but lacks in the disk space and bandwidth. Surpass offers excellent bandwidth and disk space but no end user support. Anyone who has/had accounts with either could you please lend a hand. How is the uptime? What about server speed/response? Also, would you feel comfortable paying 1 year upfront on either company? Anything else you could speak on would be great. Thanks for all your help
Posted by MikeDVB, 02-23-2010, 04:02 AM
Ultimately I don't know that I'd personally weigh in on the end user support because unless you plan on always having them do it - you'll have to do it eventually and trust me - you will want to have the experience. As far as paying a year up front - I wouldn't do that with any company until you've used their services for a month or two.
Posted by agustan, 02-23-2010, 04:30 AM
If I were you, I would choose the company that provides end user support, so that just in case I'm stuck or whatsoever, I could always ask them to help me solve the problem. But if you think you're good enough to handle any technical issues yourself, then go on with the higher bandwidth/disk space offers. I do agree with MikeDVB, I also wouldn't do that paying 1 year up front. I need to try it first and review their services for a month or so.
Posted by net, 02-23-2010, 05:02 AM
End user support means his clients can submit a ticket directly to the provider or however they discussed it but with the problem you mentioned above, most providers can provide this kind of support if there is a problem that needs to be fixed like script, etc... That's how I understand about end user support.
Posted by agustan, 02-23-2010, 05:39 AM
Oh thank you to clarify that "end user support" term means. Well, If that so... I would still choose the company that provides end user support - as they would handle any of my clients technical issues, etc, and I could concentrate more on marketing strategies and its business for sure. Last edited by agustan; 02-23-2010 at 05:47 AM.
Posted by MikeDVB, 02-23-2010, 06:13 AM
It's sort of off topic - but why do you want to start hosting? I personally do it because I like providing a service and I especially like solving problems/resolving issues.
Posted by plal, 02-23-2010, 06:15 AM
Mike, you forgot the money part....
Posted by MikeDVB, 02-23-2010, 06:51 AM
If somebody is getting into web hosting for the first time to make money... I hope they have a lot of patience
Posted by ldcdc, 02-23-2010, 09:55 AM
Just be careful on your long term plan. Like most resellers you probably dream that one day you'll grow the business to the level where you can afford a dedicated server of your own. Take a look at the costs and features of dedicated servers, and then offer your customers things that will be sustainable then. I mean, let's imagine that you decide to keep using Surpass. Take a quick look at a decent server configuration (e.g. ask them about the configuration of the servers they use to host resellers) and see how much that would cost you versus what you get. All I'm saying is, make sure you get your figures right from the very start.
Posted by kjawaid, 02-23-2010, 10:30 AM
I prefer end user support, through this you have a peace of mind from support and just concentrate on sales
Posted by Njer, 02-23-2010, 10:47 AM
Try to use them both. I hope both of them offer moneyback guarantee period?
Posted by HostDime, 02-23-2010, 11:08 AM
No one will ever treat your clients like they should be, this is a fact. I would personally never choose a host who provides end user support. I would prefer more value. Mike above mentioned in important. At sometime you will have to do things and if you really want your business to succeed you have to work hard at it. You can't expect it to be that easy and just off load the work to your hosting company. Even if you don't use the end user support, you still have the support of the company which can help you if your "stuck" and at the same time your learn. Knowledge is power and experience isn't learned, it is experienced.
Posted by HostXNow_Chris, 02-23-2010, 12:05 PM
You definitely shouldn't put in for a VPS to start with. Try using a Reseller account first. And as for End User Support, well it really isn't needed. For example, GD2 is used for processing images by default. Say your own client couldn't get his script to work properly due to ImageMagick not being installed on the server, you could just ask your host to install it on the server for you. The End User would then be able to use his script. So End User Support really isn't needed, as you can just pass them on to your own host.
Posted by rv_irl, 02-23-2010, 12:06 PM
I wouldn't say that it's a fact.. that's just your opinion.. Companies that don't provide end user support will naturally discourage you from using it, and those that do provide it will encourage you to use it. The opinions for the most part regarding end user support are going to be biased.. But to address a few criticisms brought up regarding the uses of end user support.. Some say the quality would be lower.. This isn't true, the quality would actually be higher. You'll have experienced techs with direct access to the server to resolve the issue (rather than your customer waiting for you to be available to relay the message to your host, then wait for a response, then relay back)..Those techs would have years of experience in dealing with customers of different skills/backgrounds and be able to deal with the different types of customers much better than someone with no CS experience. Some say you won't learn from it.. I don't believe this to be true.. You're using a reseller account, there is a limited amount of things you can do.. Secondly, at least with our system, our customers can see the replies we have sent to their client as well as the ticket notes we leave. So just as easily, if not better you can learn..If you're upto it, you can even take on tickets yourself and answer them too, turn off end user support for particular times of the day when your around, or on/off completely. Another argument is that you lose the personal touch.. This depends on the provider you go with.. With us, we collect the specifics about your company to ensure the responses are personalised to what you provide.. If you look around, you'll see a lot of companies offering 24x7 support. Web hosting is competitive enough as it is.. so it really becomes a question if your business can afford not to offer 24x7 support like your competition. When you're just starting out, it's unlikely you'll get that many tickets..but eventually you'll have customers in different timezones from you that will file tickets when you're asleep or not around.. You also need to consider what if you want to take vacation? Or something comes up that limits when you have internet access?
Posted by HostDime, 02-23-2010, 12:16 PM
I agree with you, it is a matter of personal opinion and choice, however in order to really truly be successful you have to do it your way because you believe in it. Do you outsource the end user support you give to your clients? Where are they based from? Or do your own in house staff provide it? or do you have remote staff in another country who do it? Just wondering and congrats on your success.
Posted by rv_irl, 02-23-2010, 12:22 PM
Eventually, you'd want to have your own staff..There is no doubt about it there. But when you're starting out with a reseller, in my opinion..end user support is a viable option. We use our own in-house staff to provide end user support based in the US & UK.
Posted by m--m, 02-23-2010, 02:35 PM
I am definitely not sold on having end user support, but it is a nice feature to have. I used to work (account manager) for a web development firm that provided hosting and have helped answering basic support tickets, but that is about it. Does anyone have any reviews of either companies uptime/server speed? My fear is getting with a provider and then not being able to keep up my end because they cant keep up their end.
Posted by MikeDVB, 02-23-2010, 04:39 PM
I believe this as well - which is why I said what I said in my original response... I wouldn't choose a provider for end-user support - if I did choose a provider for other reasons and they offered EUS then that would be an added benefit but not a dealbreaker.
Posted by That Guy, 02-23-2010, 04:52 PM
Also, Surpass resellers do NOT allow overselling so if you had 50GB disk, you'd only be able to create accounts up to 50GB disk total assigned space. So for example you'd only be able to create 5 10GB accounts or 10 5GB accounts, even if they don't use up that much space.
Posted by HostDime, 02-23-2010, 05:09 PM
If you contact them it can be enabled upon request.
Posted by sumi, 02-23-2010, 05:13 PM
Surpass Hosting or InnoHosting ?! Ohh both of them are high quality host providers but my vote go to Surpass for 2 reasons: 1. I have experience with them LOONG time with is 100% positive. 2. Their plans are better, you have lot of recurses and surpass is know for extremely good for managing their resell accounts so you have no need for worry about overselling problems. Not true, overselling is enabled on request at surpass
Posted by kjawaid, 02-23-2010, 05:37 PM
Most of the resellers are not just doing hosting business, most of them are web developers, designer or small companies which can't afford inhouse support staff. Reseller have limited options available for self management in WHM (beside changing the password of account i can't think any more) For all other queries we have to forward the clients request to service provider which will cost some time and dedication. So i guess enduser support will be always a great addon for any reseller.
Posted by ldcdc, 02-23-2010, 06:06 PM
Is there a fee involved?
Posted by sumi, 02-23-2010, 06:09 PM
yes from my experience
Posted by HostDime, 02-23-2010, 06:10 PM
No fee, you may I think why don't they just enable it by default. By doing it upon request we are able to control the possibility of an overload of domains in a server. Basically more of a controlled environment.
Posted by That Guy, 02-23-2010, 06:21 PM
Huh, didn't know that. I better go do that now.
Posted by HostThree, 02-23-2010, 07:44 PM
End User Support can be great if it's done properly. If you can usually respond to tickets within an hour, fantastic but you aren't going to be up 24/7 and therefore may need some assistance in the early hours of the morning or if you are too busy (family engagements etc.) If you are wanting to offer excellent support times then it can be fantastic, if you are willing to answer tickets within say 12-14hours then End User Support isn't required.
Posted by sumi, 02-23-2010, 10:47 PM
SORRY i mean: No from my experience I miss type Yes instead of NO.
Posted by Ceko, 02-26-2010, 09:46 PM
First of all I had no experience with Surpass Hosting so they maybe very good but no ideas from me. Secondly I have been with innohosting for about 4 months now and I can tell you that they are reliable and very professional. Did I ever have a trouble with them? Yes I did, Still am not so sure if it was their fault or my fault but my account had some trouble. Though the point is that for nearly 48 hours I have communicated with them through their live chat plus ticketing system they kept their patience with me even at the times I openly accused them, they acted professional and in the end of that 48 hours the problem was solved somehow but I just do not think that every hosting company can keep up with a client using every communicative way (meaning keeping some of the staff busy) for a continious period. At that 48 hours I most probably opened at least 10 tickets with at least 25 messages each and had maybe 10 live chats. None of my tickets or chat requests were refused. Yes sometimes they and I got tempered but they were as much as I was or maybe even more carefull to not take the discussion to an unprofessional level. BTW for all these ticket as I recall never had a late reply from them most were within 15 minutes though some were still under 30 minutes. More over, Their live chat usually knows what they talk about and while I give support to my clients it is good to know that I can have live support from inno livechat with evidence supplied so that I can give a detailed explanation to my clients. Well maybe it was a bit long Good luck with choosing your reseller host. Last edited by Ceko; 02-26-2010 at 09:47 PM. Reason: missing sentence at the end