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Old 08-26-2009, 02:50 AM   #1
marcjacob
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Nat Net review - first full month

This thread is part of an agreement I had with Nat Net's Sweet T to do monthly honest reviews of their service.

First lets get one thing out of the way. Last time someone said no one will care about these reviews. That's more than likely true, as I'm not well known on this board. I made a commitment to do these and I will do them until the 12 months is up. I follow through on what I commit to. It's the right thing to do, even if no one ever reads them. Obviously trolls will just get put on my ignore list as I'm too busy working to deal with it.

This month started off pretty badly when I deleted a table in a database and asked Nat Net to restore it from the back up. It turned out that the back ups were not running and I had to go crawling to Gerrard at Webair (my last host) to get a copy of it. Luckily he had it, so no harm done. I am assured that the back up's are now running. I feel that they dropped the ball on this one as what would have happened if my disk had died? I am now running my own back ups, so I guess I learned a lesson.

In the interest of balance, Bill told me that this happened because they were moving to a new data center and as a new account, mine was put in the new center first, so I assume the back up server was at the old center. I liked that Bill took the time to call me from the US (me being in England) to apologise and explain. I did feel that it was partly my fault as I dropped the table and I should be backing up myself. It is part of the service though.

Props to Gerrard as I had left Webair and he was under no obligation to help me, so a public thankyou to him.

After a not so great start, everything was great until yesterday when, as we all know, they were down. I can't expect zero downtime from a host, but I will be carefully monitoring this, as that is exactly what I was worried about in the first place (uptime.)

Tickets are still updated in an average of a few minutes and the teck staff have been excellent. I can't praise them highly enough. They are always on the ball, even at 3am and you never need to explain things more than once, they just 'get' whatever the problem is.

I do understand that both negative issues have been caused by a data center move, so I'm still very happy (for now!)

7/10 this month - slightly higher because the tecks far out-weigh the two negative issues. They are a great asset to the company and it's great to feel that they are on your side when you hit a problem.
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Old 08-26-2009, 02:56 AM   #2
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Just an FYI... I've been with NatNet since somewhere around 2002/2003... The past couple months have been the MOST downtime I have EVER had with them in the entire span that I've been with them. Which has been a grand total of about twice (once during the move, once yesterday... mostly to be expected with such a massive migration, and they also gave a heads-up both times).

Other than that, virtually zero downtime (unless it was something I did)... in the past 6+ years, and to this day... I don't think I've ever waited more than 5 minutes for a ticket to get resolved (or at the very least, responded to).
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Old 08-26-2009, 03:12 AM   #3
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I hope they keep you happy. Moving to a new data center is bound to have it's share of complications. Should be a temporary issue.
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Old 08-26-2009, 03:19 AM   #4
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I think it's a great thing for both parties, keep up the reviews as you agreed.

Good to see some honesty.
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Old 08-26-2009, 03:27 AM   #5
marcjacob
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I hope they keep you happy. Moving to a new data center is bound to have it's share of complications. Should be a temporary issue.
Yeah. I am reasonable about it. We all make mistakes and I have made enough of them. Moving a whole data center will cause some issues but it has to be noted otherwise the reviews are not honest.

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I think it's a great thing for both parties, keep up the reviews as you agreed.

Good to see some honesty.
Thanks I apreciate that.
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Old 08-26-2009, 07:45 AM   #6
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Originally Posted by Voodoo View Post
Just an FYI... I've been with NatNet since somewhere around 2002/2003... The past couple months have been the MOST downtime I have EVER had with them in the entire span that I've been with them.
I've been with them since Feb of '99 and I would say the same thing. After a decade of A-one service, I couldn't even imagine being anyplace else.
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Old 08-26-2009, 08:31 AM   #7
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I have FUBAR with them, always get excellent service. The massive migration of servers I'm sure is not an easy task
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Old 08-26-2009, 08:34 AM   #8
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Such honesty around here makes me feel dizzy... !
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Old 08-26-2009, 08:35 AM   #9
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Nat Net rules
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Old 08-26-2009, 08:36 AM   #10
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Keep the reviews. They will get read.
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Old 08-26-2009, 09:14 AM   #11
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If Nat Net can put up with the hell I put them through, they can deal with anyone and their respective networks. Solid team and service.
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Old 08-26-2009, 10:16 AM   #12
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I've been with them since Feb of '99 and I would say the same thing. After a decade of A-one service, I couldn't even imagine being anyplace else.
I couldn't imagine being with anyone other than National Net also....
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