[Gllug] Server ISP recommended?

[Jake Jellinek]

Hi,

Just for the record, and of course we don't wish this to turn into a
public slanging match, we do take a keen interest in any complaint or
problem with our service.

I located the support ticket in question from 2 years ago to determine
who sent you this reply. The person in question no longer works for us.

We do in general prefer to have a reputation of friendliness and open
honesty with our tech support team than to worry unduly just about
professionalism for the sake of it. In this case however it may be that
the engineer involved overstepped the mark. I think stating that he
hated PHP (whilst no doubt true and maybe even justified) did show a
lack of tact.

You see, we don't employ sales people or support drones to answer
tickets, we employ highly opinionated intelligent technical geeks
(anyone on the list looking for work - seriously?). By and large we feel
our customers prefer to communicate directly to the people that can
solve the problem as quickly as possible than to have glossy vague
promises bandied about.

That said, if you go for our VIP managed services we can add all kinds
of account management layers to smooth the way for you :)

Ooops, what did I do? The director of a company mailing a Linux User
Group, is that professional?

Cheers,

Jake.



On Thu, 2005-05-12 at 22:02 +0100, Sean Burlington wrote:
> Jan Kokoska wrote:
> > On Thu, 2005-05-12 at 15:43 +0100, Simon Wilcox wrote:
> > 
> >>On Thu, 12 May 2005, Jan Kokoska wrote:
> 
> >>>In particular, what do you guys think about Positive Internet?
> >>
> >>They're clueful Debian geeks. What more do you need to know ? :-)
> > 
> > 
> > We have had a big client with banking app for about 2 years colocating
> > half rack with us who has fleed PI before.
> > 
> > Apart from that I know nil about PI, except everybody into FOSS
> > obviously recommends them, frequently without personal experience. Same
> > goes for Bytemark, but there are some people who actually have the UMLs
> > who complain quite a lot. I am afraid I would need more info on PI, 
> > 
> 
> I had a site on a shared server with positive - it was horribly unreliable
> 
> some of this was just the nature of shared servers - but some of it was 
> the downside of a service run by "clueful Debian geeks"
> 
> this was my last email from positive tech support before I went elsewhere:
> 
> "If there is a substantial outage, we will always make an announcement. 
> A minor PHP upgrade wouldn't normally be cause for alarm, except for the 
> flakiness of PHP. You can't win with it, really. We had customers 
> screaming that an upgrade needed to be performed because their sites 
> don't work, you do the upgrade, and bang! you've blown away somebody 
> else's site.
> 
> I Hate PHP... Ack."
> 
> I'm no great fan of php - but that was what we were paying for.
> 
> I'm also currently looking into a new colo contract so I'm interested if 
> anyone has different experience of positive ...
> 
> -- 
> 
> Sean
-- 
Jake Jellinek
Director
The Positive Internet Company Ltd.
http://www.positive-internet.com/
0800 316 1006
We're good.


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