How is HostHatch's Regular Service?

totoybilbobaggins

I don't visit the forums often, but most of the HostHatch posts I see—mainly about slow support—come from users on promo plans. I’d like to know if HostHatch’s overall service, including support, is decent if I purchase a regular plan directly from their website.

Frameworks

I tried their VM, and it works really well, especially with the emulator I'm hosting. I only rented it for 3 months, since they don't offer DDoS protection, it's been a great experience. I don't recall opening a ticket.

Dazzle

They're 2 man show, so yeah support is false promise.

If you can handle everything yourself and don't need a support, go.

rcy026

@Dazzle said:
They're 2 man show, so yeah support is false promise.

Really? There are 6 people listed on their about page.

I've had some HostHatch vps's for years and I have no complaints. Performance is awesome and stability is great.
Never really had any problems so cant say much about support, but the few times I've opened a ticket it was answered within a few hours.

Nyr

When people complain about quality of service or non existent support, the HostHatch guy always argues that regular plans are much better, with fast support, etc... maybe that is the case, but I have my doubts.

hostnoob

What is it that HH are providing that you're willing to risk poor support for?

Ask yourself if it's worth it. If it is, go ahead. If not, look for one of the other many providers who can offer the same thing.

Personally I rarely ever use support so I'm always willing to go for a cheaper provider and get better value for money in terms of performance and stability. If I were paying premium prices and cared about support I'd be looking for a provider who offer great support.

hosthatch

@rcy026 said:

@Dazzle said:
They're 2 man show, so yeah support is false promise.

Really? There are 6 people listed on their about page.

We're at 8 now, and are hiring 3 more people in the coming weeks (2 support engineers, one system engineer - feel free to send resumes to [email protected] if someone is interested) - but I do not bother correcting most of the misinformation (trolling) that takes place here, and try to keep away from LET as much as possible nowadays for my own mental peace

Recently someone called us a scam operation, I reported the post, and no action was taken -- same in the past when that happened, so I can only assume the mods have decided that trolling, drama and "DOUBLE MY BANDWIDTH!" is more important than the truth (unless its the purple provider), so not much of a reason to keep an active presence here when I can spend the same time taking care of actual customers and improving our service.

I appreciate both the people who have shared positive and negative experiences. We will always try and do better.

rcy026

@hostnoob said:
What is it that HH are providing that you're willing to risk poor support for?

I can only answer for myself, but here is my reasoning.

Most posts I've seen about HostHatch's poor support has been from users that are basically clueless and are running promo plans. HostHatch clearly states that there is very limited support on promo plans, still some mjj buys a promo plan and then comes running crying about the provider not jumping trough hoops to solve his imaginary problem within minutes. Maybe it's just me but this makes me side with the provider, every time. When the provider sometimes even has the balls to show an appropriate amount of attitude towards these users, it just makes me like them even more.

I will concede that HostHatch is far from perfect, they could improve their communication skills. A few times there have been network outages and similar where I've opened a ticket and promptly got the reply "It's a known issue, we are working on it".
If it is a known issue, why aren't users informed? Why aren't emails sent out and status pages updated? It saves both users and provider a lot of time.
But other than that my personal experience with HH and their support is very good, easily among the better I've experienced from hosts in this price range.

itachikonoha

@hosthatch said:

@rcy026 said:

@Dazzle said:
They're 2 man show, so yeah support is false promise.

Really? There are 6 people listed on their about page.

We're at 8 now, and are hiring 3 more people in the coming weeks (2 support engineers, one system engineer - feel free to send resumes to [email protected] if someone is interested) - but I do not bother correcting most of the misinformation (trolling) that takes place here, and try to keep away from LET as much as possible nowadays for my own mental peace

Recently someone called us a scam operation, I reported the post, and no action was taken -- same in the past when that happened, so I can only assume the mods have decided that trolling, drama and "DOUBLE MY BANDWIDTH!" is more important than the truth (unless its the purple provider), so not much of a reason to keep an active presence here when I can spend the same time taking care of actual customers and improving our service.

It's good to see that priorities are straight this time instead of involving your self in unnecessary controversies and dramas.

Dazzle

@hosthatch said:

@rcy026 said:

@Dazzle said:
They're 2 man show, so yeah support is false promise.

Really? There are 6 people listed on their about page.

We're at 8 now, and are hiring 3 more people in the coming weeks (2 support engineers, one system engineer - feel free to send resumes to [email protected] if someone is interested) - but I do not bother correcting most of the misinformation (trolling) that takes place here, and try to keep away from LET as much as possible nowadays for my own mental peace

Recently someone called us a scam operation, I reported the post, and no action was taken -- same in the past when that happened, so I can only assume the mods have decided that trolling, drama and "DOUBLE MY BANDWIDTH!" is more important than the truth (unless its the purple provider), so not much of a reason to keep an active presence here when I can spend the same time taking care of actual customers and improving our service.

I appreciate both the people who have shared positive and negative experiences. We will always try and do better.

The only way to summon you is by trolling, you can call me that, its ok.

Don't remember how much your staff is, but I have enough about your false promises.

I have moved on, so my comment is irrelevant since I don't have any service with you anymore. Good luck!