| Posted by nibb, 01-16-2008, 11:34 PM | | Im having a hard time deciding which one to take for some certain need. Any experiences with them? Which one is better. I heard bad reviews of bobcares but who knows. Both are India based but im deciding on the best one based based on the feedbacks someone can give me. Thanks.
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| Posted by James Daniels, 01-17-2008, 07:29 AM | | Basically, don't choose either. I have been with hosts that have used indian outsourced solutions from various companies, and they all suck.
If you want to provide support, do it properly and spend a little cash by going with usa based support. A lot of indian outsourcing companies are a load of crap in my opinion.
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| Posted by Echelon, 01-17-2008, 08:13 AM | | I've been harassed and pestered by BobCares' sales team, so I'm not too pleased by them from the start, but none the less, I'd take the better suggestion of getting a couple US-based staffers under your belt. They're worth the investment, as you'll have more people stay with your service because of the fact that they give a damn, as opposed to some outsourced outside support that could care less whether you keep the customer or not at the end of the day, because it doesn't hurt their income.
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| Posted by kotique, 01-17-2008, 08:20 AM | | Well, you get what you pay for
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| Posted by James Peter, 01-17-2008, 09:54 AM | | I would Say This is Totally Incorrect.
You cannot Estimate something Looking at a few Outsourcing companies. You cannot Estimate Complete Indian OutSourcing Companies are crap.
For example: If an American Outsourcing company isnt good You cannot Estimate that every oursourcing Company of that country insnt good.
I think there are LOT of US outsourcing Companies in which Indians DO work.
I'm Not Defending anyone in this Discussion but I'm Expressing my View. Its Not Fair to Blame every Outsourcing comanies of INDIA , There may be Good Outsourcing Company in INDIA who knows
Just my 2 cents.
James!
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| Posted by Annex, 01-17-2008, 10:10 AM | | You mean there is alot of Indian outsourcing companies that set up their main office in US. People in the US would refuse the rates that most of the Outsourcing companies pay as a result there is very few Outsourcing firms based out of and operating in US. Most US workers are hired.
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| Posted by kotique, 01-17-2008, 10:39 AM | | Hehe, I've found a cool movie about outsourced support: callcentermovie.com
Have fun ;-))
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| Posted by Echelon, 01-17-2008, 11:35 AM | | Nice. I could see that happening, sadly enough.
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| Posted by nibb, 01-17-2008, 11:42 AM | | I think you all misunderstood something. I dont want to outsource the support. I just need some maintaince on a couple of servers and some extra configs. They just need to handle the servers not the clients. I would not put my clients in the hand of anybody not even US companies. Im going to make a test and try both then. Touchsupport and CliffSupport and see which one did the best job. They prices exactly the same for a basic hardening and config 50$ per box.
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| Posted by AcuNett, 01-17-2008, 08:32 PM | | I never order from a website that has even one typo, regardless of how reputable or large the company is. Perhaps it is just me, but if the company is not attentive enough, or as it seems in this case, to even care about their presentation, how do you think they will be when working on your server?
It sounds like you are simply looking for server administration. The disparity between American and Indian server administration prices is far less than that of outsourced technical support.
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| Posted by nibb, 01-17-2008, 08:52 PM | | I have ordered both today to make a test and see which one is better. I gave each one the same job and a server for each. Lets see...
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| Posted by slypete, 01-17-2008, 09:20 PM | | I guess this means that you wouldn't even order from yourself. Typo from your AUP page:
I think you need to be a little more forgiving. Nobody is perfect.
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| Posted by nibb, 01-18-2008, 12:32 AM | | Im sorry i made an error before. When i mean i ordered 2 services i meant i ordered Cliffsupporrt and TouchSupport not bobcares.
So far Cliffsupport was really fast, with pre sales and job. He almost done everything by done on the server. Did not checked yet if actually something was done but i got the report on things that are being done. Touchsupport is also fast but im not sure if they are working or not on the server. I did not got back from them since 2 hours or so. Lets see tomorrow what is going on. Anyway both have the same costs and both seem affordable for quick jobs or for constant support. Based on my final decision I will choose one to manage my managed service offers. But those would need more complicated things then just installing basic mods and configuring. I suppose one if this 2 could be really tested with a real problem like something really broken like it happend to me 1 year ago. A Plesk panel broke so bad that not even the Tech 3 level could fix this. Finally I had to pay Sw Soft to fix it. That was a real bad issue.
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| Posted by ramshgeorge83, 01-18-2008, 03:01 AM | | Nice to see such seriousness about customer support from webhosts. Probably many customers should change their hosts, it seems..
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| Posted by RayWomack, 01-18-2008, 03:29 AM | | I have had the pleasure of working with server admin's from all walks of life. The only correct grammer I care about is what is typed on the bash line.
The other part if it, I can figure a way to get it translated, even if I have to do a machine translation or have a paid translation done.
I do not think a slight language barrier should give any signal that the technician is not competent in his or her work. And I absolutly abhore the high-and-mighty attitude of some USA companies that provide only "onshore" support, when quite frankly, you get some country bumpkin from eastern Tennessee that does a good "shuks" and "yuins".
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| Posted by nibb, 01-18-2008, 06:29 AM | | Well Cliffsupport broke the Plesk panel but had it fixed in 5 minutes. As for Touchsupport that has so good reviews here and i thought i would get a top service like i said before i did not had any response back until today 6:40 AM my SERVER is completely DOWN. I had a monitoring alert, a paid one external from datacenter and touchsupport which gave this nice new. So this is how i got back from Touchsupport, they kill my server. I rebooted the server and still everything is down. I called via phone and they said i should email then since they dont have access via phone directly to techs level 3 that are doing the job. How great. 1 hours passed and the server is still down. I suppose this proofs reviews are not always an exact method to determine a service. Some just have luck and others dont.
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| Posted by Toby H, 01-18-2008, 06:36 AM | | I've worked with a bobcares team quite closely and apart from a few issues at the start of them not knowing internal processes etc everything was very good although they did sometimes need a poke to get them to look into things properly...
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| Posted by kotique, 01-18-2008, 07:23 AM | | 1. Also, everyone has a spell-checker now Hey, it's even integrated in my firefox!
nibb, don't forget to check if the companies actually did something on the servers.
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| Posted by nibb, 01-18-2008, 07:41 AM | | Well like i posted yesterday. On a emergency is when you can really test things. You have read that the server from touchsupport was down. Well I sended the Ticket like the phone rep said. The sites where up again in 10 minutes. But mysql and mail where still down. Full server is back now after 1 hour. 40 minutes after sending the Ticket. So touchsupport is very responsive and very quick on fixing things, they have priority defined very well, server downs is not funny.
Well 10 points of 10 points to Touchsupport for emergency response. I was kind of sad when in the phone they said i should create a ticket since i know what that means, wait hours. But no, they responded it very quickly.
They did a kernel upgrade as well. They said my DC did a reboot that was not a clean one that broke the database (still dont know why then it also broke the mail and apache)
But then it doesnt matter if the job is done correcly.
As for Cliffsupport. They are great too so far. They also fixed a problem very quickly. They work very, very fast. I would appreciate a report of things from both, on what was done but i hope i ask to much
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| Posted by netomatic, 01-18-2008, 09:05 AM | |
< >
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| Posted by contra, 01-19-2008, 04:25 AM | | I have tryed many support providers - most of them managed to destroy my server stability and have very poor response time and knowledge. Until I start using cliffsupport - all staff members are very professional and support response time is very good. Ive been using them for many months now, and I couldnt be more happy. I strongly recommend to go with cliffsupport - quality proactive support at best price
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| Posted by serverdetailer, 01-19-2008, 12:24 PM | | if you are searching a alternate provider try dedicatedplace.com surely this guys rock, i have two of my DA servers with them and now one Cpanel ( this i gave them from PSM), they do all sort of management and try to convince the customer by their work.
Charles, Dexter always replies to my queries,
They came out of their policy and transfered 12 of my sites from Cpanel server to this DA server without any additional cost southvacancies.com is one of that sites transfered.
I personally with my experience recommend them
My server ip is 203.211.139.92 and you can chek with that company also.
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| Posted by nibb, 01-19-2008, 05:05 PM | | Touchsupport crashes my server mysql all the time.
They now told me its normal and for my wonder i cannot reboot the server anymore. I reboot it and it crashes. Its was down 2 hours today again. 1 when i rebooted and now again. I hired them to tune the server not to breake it.
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| Posted by nibb, 01-19-2008, 05:20 PM | | Server is still down. I did not even rebooted it this time. MySQL just crashed. Oh boy should i never hired touchsupport. Instead of performing better my websites and emails are down all the time. I should just had choosed cliffsupport for this server as well. Its seems its never a good idea to let others play with your server. I would want them to let their main site down all the time.
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| Posted by nibb, 01-19-2008, 11:58 PM | | Well what can i say. My frustration is big really. The database is just broken and Touchsupport ask if i have a backup. Funny of this is when they upgraded my server they disabled the backup agent so the the newest back is 3 days old. This was suppose to be a simple job, just to tune mysql and apache like i said on the first post. How hard could that be? They broke the database and now they tell i should not reboot anymore since it will brake mysql each time. I will cancell the account once this is going more or less and hire cliffsupport to fix this. I would not recommend touchsupport to anyone. This was just a tuning job and they managed to breake the server and leave it running without backups. One of the first thing they should have checked is that the agent for backups is running before going further with any config. How they managed to breake mysql by just editing the config files is a mistery i would like to know. I have changed the mysql files and apache 200 hundred times in several servers, i also rebooted always without problems. The control panel database and mail is corrupted and it seems that was caused by rebooting the machine. The support is fast, thats the only good thing i can say but ratter then that they destroyed my server with this. There is no way i can put a backup 3 days old. And they cannot fix it. It will prices me more money to fix just what they have broken. I dont know why they put they support Plesk panels since im just going to have to pay AGAIN Sw Soft to fix this. I would not recommend them no way. Unless you want your server down and broken after 24 hours of hiring them.
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| Posted by AcuNett, 01-20-2008, 05:26 AM | | Foot in Mouth.* You are right indeed - if I saw that typo, I would not order from myself. Although, the changes of seeing that would be highly unlikely as it is tucked away in a TOS and AUP. The errors are not blatantly obvious on the main pages of a website for all to see.
PSFServers: Ironically, I live in Tennessee and I do not give good "shuks" nor "yuins", unless I am trying to make an impression on people like you. I must disagree with you. Why shouldn't one expect correct grammar and spelling corrections from a PROFESSIONAL firm?
Are you perhaps implying that because they are from another nation they do not have to be professional in conducting business? Or are you perhaps implying they need not be professional because you believe they are not professional? Do you believe only fully developed nations are required to spellcheck their websites?
My statement in noway made any mention of what country the company resides. My statement concerned a companies care to their presentation. This goes for American, and Indian companies. I am simply making an observation that I, personally, feel that a company who puts enough care into one aspect of their business will most likely put that same care in ALL aspects of their business.
This is digressing from the topic, so I will stop here.
P.S. I do not believe feeling a need to spell-check and grammar-check is deserving of being called "high-and-mighty." If I am, then I will immediately get off my high horse and apologize.
OP, good luck in your search for the right provider for you!
Last edited by AcuNett; 01-20-2008 at 05:35 AM.
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| Posted by 040Hosting, 01-20-2008, 06:19 PM | | Have used cliffsupport and was extremly impressed with their services, fast, accurate and pro-active (warned me for an issue which was out of their scope).
I must honestly say i was very sceptic when i asked them for help as i have awfull experiences with some Indian support, but i am not sorry for one bit i asked them to solve a job for me.
I would hire them when needed again and again.
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| Posted by nibb, 01-20-2008, 07:35 PM | | Yes they are really good. Better than some US companies that have their staff billed on a hourly basis. Cliffsupport will take the time until the problem is fixed. No matter what it takes. If they cant they will let you know and not try to do it. They are honest.
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| Posted by nibb, 01-21-2008, 09:18 PM | | I have to add that all my problems got solved. By the hard way.
Once nobody got resolved the issue. I received a reply on the Ticket from the manager that said their Support team would not answer any of my replies anymore and I was entitled to a refund. It seems they took all my replies as impolite.
I requested a cancellation of the account and they reversed all changes to the server. And voila, everything started to work again.
I have to mention that thanks to the cancellation and reverse of all changes made to the server it came normal back again. Touchsupport installed their own kernel and things like the backup agent had to be compiled specially by then. This must also be the motive why other things don't worked as well.
I never requested that and when i ordered i said it was only for 1 month. They recommend to order only 1 month for what i needed so they knew after 30 days i had to manage my server by myself again.
Installing their own kernel makes you fully dependable on them for everything. If something doesn't work or you need to install something that doesnt match the kernel they have to do it for you.
This is not to bash touchsupport in anyway. This is just personal my bad experience. I have mention that their support is fast (when they want, there is 1 tech that can do almost all, but when he is not around you are screwed) and finally once they reversed everything. That just proofs that when they want they can do a good work. But they don't seem to take it a priority when something is not working and i dont have the patience to wait hours or days to get things work. Specially if its your own mail that is down.
They could work excellent for people that need basic support or want them to fully manage their server and if you dont want to touch the server ever again. But in my case they did not work for what i needed.
At least what matters is that things work again and my server is normal and back to life. I can even reboot it again and nothing breaks. They changed the server in such a way its easier to them to work on it but it leaves other people totally out to fix things. I suppose this is a policy they have to change the kernels and install their own applications so they can mass handle server, like multiple installations and updates, changes, but this doesn't work if you require personal and custom attention or your server need a special care that will only work with your server and not others. If they reversed things and things worked it means there was conflicts with what they change to the server and there was nothing i could do to fix it except complain. I did that, and allot. Finally a after much screaming and a cancellation request i got things working.
Next is to hire cliffsupport. They did a great job with another server with 0 downtime so i would take them over and over again. So just like Touchsupport recommended me i should look for another management company i will do just that. Something that works and you can call them. Touchsupport phone support is useless. They always say the same thing on the phone. "Im a tech level 1 and tech level 3 are only available via tickets so open a ticket please". I called like 3 times to their support via phone, i always got the reply open a ticket or we will look into that.
A support company should not offer phone service if its not going to be support. This is very common on allot of companies. They put someone on the phone that probably don't know what a computer is. They just put him in there to take calls so people can call and see that someone is home. Just for marketing and branding, to advertise 24 hours support line. Nothing more far from true, they would better put an answering machine that tells you to open a ticket.
Then they blame me for putting under stress their staff by replying to much. Email is the only way they gave me so what should i do besides updating the tickets when something is not working.
Again for everyone, you can see i opened this topic way before hiring both companies, so i had no idea how each one would turn out to be.
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| Posted by Apolo, 01-22-2008, 02:35 AM | | I would stay away from TouchSupport. There are plenty of better options out there. Bit more expensive, but much better.
Regards,
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| Posted by @Matt, 01-22-2008, 03:26 AM | | I'm glad to see they were able to restore it back to its old state.
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| Posted by BargainHost, 01-22-2008, 12:41 PM | | We have used bobcares.com for over 5 years now, I highly recommend them.
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| Posted by dprundle, 01-26-2008, 03:30 PM | | Support is something that needs to be provided by looking at the customers view. Support is fine until something goes wrong on his/her account then his account not working is one of the top 5 priorities in his/her life. I go by the rule that you get what you pay for.
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| Posted by RWH, 01-27-2008, 06:08 AM | | Check these guys out vtrio.com they have a very good support staff and very good with server management. You will not be disappointed.
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| Posted by DaveNET, 01-27-2008, 12:43 PM | | Matt, nice to see you promising honesty and fairness in your business dealings (I visited your web site). But your grammar and spelling errors are horrible. I checked the About Us page and it is littered with typos and grammar errors. VERY unprofessional. I emphasize 'VERY'.
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| Posted by ayksolutions, 01-27-2008, 11:32 PM | | I'd like to recommend the crew from supportpro.com. They are outstanding and help us out greatly when needed. They are professional and are always available, rates are great and their techs are very knowledgeable in pretty much all environments. They work great alongside our team and the English is impeccable.
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| Posted by slypete, 01-28-2008, 12:16 AM | | This thread was a comparison between Cliffsupport and Bobcares. Why are all of these other companies being mentioned?
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| Posted by @Matt, 01-28-2008, 01:57 AM | | I think some people have trouble reading the full conversation!
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| Posted by chakky, 01-28-2008, 05:29 PM | | Sly, Actually Nibb made a typo. The moderators to this thread are still trying to finalize if they should have this changed or not. Nibb has only so far tried out Touchsupport and Cliffsupport. But somehow Bobcares name came in as he was considering to come to us first but then decided to check these guys out.
And I believe a lot of nice people are posting their experiences with their respective support companies to help Nibb decide if he wants to try out someone else.
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| Posted by eacollin, 05-19-2009, 09:30 AM | | LOL I find this one so funny.. LMAO
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