We have been using private cloud services based on some shared storage and vmware for a while. It is very stable though. However, we reached limit of available capacity and we needed to deploy few more servers. Not a big deal, we just asked our provider to add another host and expected to be able continue installing next day. We have very good payment history and don’t pay them small amount of money. Therefore I didn’t expect any issues. The answer shocked me – it took them 1 week to prepare an offer and another 2 weeks to deploy the server. I don’t understand that to be honest. We didn’t want anything special, just another host.
My country is small and competition in the server bussiness is high. In my previous work when we asked our rack hosting provider to lend us 10 servers, beacuse we had performance issues, we got them within ONE HOUR. That means – managed payment stuff, racked, cabled, prepared for deploy with IPMI information.
I got a call from our cloud provider today informing us that the server is ready in the datacenter, but they connected it with not working cable and it will be fixed another day. I am not going to blame them for not testing it, but I am wondering what is wrong with them. Cable change can be done even by a stupid monkey. What problem is to call the datacenter and use remote hands service?
The same thing is with spare hardware. Everytime I see some hosting company that they have hardware in their office, I am asking why hell on earth don’t you have it racked and prepared to deploy? It will greatly decrease deployment time when a customer orders server. You can rack all the servers when guy in the datacenter has time, perfectly prepare cables to decrease mess. When an order comes, you just change memory/hdds, configure correct VLAN (if it is not done automatically) and everything is deployed within minutes.
Last issue I had was with their support. Everytime I call them I have to go through customer check which usualy takes 5 minutes, because they can’t find us in the database. Even phones few years ago supported importing contacts from some external service. They have my phone number in their database. The only thing they have to do is translate data from the database to the phone. It would be amazing if I called them and the second side answered me: “Hello Peter, Joe from ServerHosting speaking. How can I help you?”
Hosting environment is small and even if you are a big player, small things like this can impress your customers and make them feel better with you.