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I too knew basically nothing about managing my own server. So I posted a note on their forum, asking for a tech to update my files, tweak my apache settings...etc. Within 15 minutes I had 6 responses. I hired one of the board regulars. $25 per server and my boxes all run like a dream.
I did have one server crash a few weeks back. I adjusted the maxclients variable higher then one of my boxes could handle. Put in a reboot ticket at 8:03. Tech was rebooting my server at 8:06. They were running a FSCK at 8:13, when the box still wouldn't respond to ping, SSH, or anything else. (I only sent in the 1 trouble ticket for reboot. They did the followup checks and fixes on their own accord).
Server was up and running again by 8:27.... 24 minutes for my own error. That's pretty damn good. And had the server responded right away, the time from trouble ticket to being up again would have been 4 minutes.
And all you have to do is look at their own forum to see that on a whole, their customers are pretty happy bunch.
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