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Does OVH Provide Support for Kimsufi Servers?
I'm a long-time OVH customer. Previously, whenever I opened a support ticket, I would receive a reply within 24 hours.
However, I recently opened a support ticket for a Kimsufi server, and even after four days, I haven’t received any response.
I also have an OVH Account Manager assigned to my account. I sent him a message on WhatsApp, but I haven’t received a reply from him either.
How are we supposed to use these servers without any support? This is really frustrating for me.
If I switch to SoYouStart, will I get better support?
Comments
They say they have dedicated support for each brand, sometimes OVH itself is slow in responding, but as long-time customers, you know that problems rarely arise. I suggest you call them if you can.
Support in case of hardware failure. That’s it.
What’s kind of failure you are looking for?
They deal with hardware issues, very quickly. For everything else, you chose the wrong server.
They are unmanaged servers. There's no support other than hardware failures.
I didn't ask about a technical issue, but they still didn't respond. I understand that it's unmanaged, and I have good knowledge to manage it myself.
Can you share what you asked? Maybe the LET community can help.
Welcome to LET support,
We need more informations about your problem so we can solve it.
Also your waiting time has been doubled.
Reguards
I use live chat for billing/order issue.
It's frustrating. Yes, they support the Kimsufi line but definitely hold back, delay, or at least de-prioritize by a lot, even for urgent requests. Years ago I had the cheapest KS that dropped offline for 3 weeks until they were able to bring it back online. I suspect it was a power cable or datacenter issue, because they swap any server hardware. It took about 5-7 days until they responded to each ticket update. Unfortunately it's the OVH they don't like to mention with their low prices.
I remain a customer of theirs because their self-service control panel is actually quite good. The IPMI (for some Kimsufi, at least), the rescue mode boot, and the ability to reinstall the OS in minutes are nice. They are also good at swapping faulty hardware.
In contrast, I had a RISE server that got ticket replies within 24 hours, usually.
Yes. Only to serve you a notice.
I have missing or not working ram module on one of my servers right after delivery. Ram was replaced in 12h or something like that. Cant complain.
3 weeks downtime!
Is it still worth it?
I thought they have a live chat as well? Have you try that?
This is the question any low-end box customer should always ask.
It works for me, for now. I don't have all my eggs in one server basket.
The support might be a little better with soyoustart, but even OVH support is useless for all but the most simple to diagnose problems.
If you are running something that is making you money, stay far away from OVH.
There is a provider here that even bought premium support from them and was told that the switches were oversold and there was no ETA for a fix. But at least they were told immediately and didn't have to wait 1month of repeatedly making traceroutes and rebooting the server into rescue mode for a real answer like me.