That's how I found this thread. You can find anything with google. Sometimes you find things you aren't even looking for.
HostingDiscussion - SurpassHosting.com
... 06-10-2004, 09:31, Post #1. Xcel_Hosting. HD Amateur. Join Date: Apr 2004. Posts:
121 Points : 217. SurpassHosting.com. A friend of mine uses this company. ...
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After reading the entire thread, I decided to go ahead and register and post my experience with Surpass, including an incident that happened yesterday.
First off, I post in the Surpass forum (surmunity.com) as john also, so it's easy enough to see that I am just a customer (reseller) of theirs.
I've been with Surpass since about March of this year. I resell space to small businesses, organizations, and friends so that I can host local churches for free. I don't claim to be a major hosting company (don't even have my reseller site finished yet).
For the most part, my time with Surpass has been pretty uneventful. I'm a sysadmin, so I don't tend to contact support unless there is an issue with the server, so I haven't had a lot of interaction with them.
I haven't experienced much if any downtime during my time with them. There have been a couple of issues (DOS attacks, router and server issues), but they were cleared up as quickly as possible. When there was downtime due to maintenance, they told me. When it was something unexpected, they notified me after the situation was under control. As an admin, I know how things can go wrong, and don't fault them for how they've handled things.
The downtime issue did change when the hurricanes came to town. For anyone who just signed up, it might have seemed like they had made a mistake. During the first hurricane, the power failed, and the generators didn't kick on like they were supposed to. Downtime. Then they had a router not failover from one backbone to another when it needed to. More downtime. Things started to get stressful in the forum as a result.
Surpass knew that they needed to make some changes after the first hurricane, but the next one came to town before they could do anything, so we all just held our breath. That I'm aware of, there wasn't any downtime from the second storm.
Over this weekend, they changed the IP on my server. I noticed Monday night that I couldn't get to 3 of my websites. Looked like dns at first glance.
Decided to wait and see what it looked like in the morning. Yesterday morning, they were still down so I placed a support ticket. The front line support guys seemed a little baffled at the problem. It got escalated. I wound up working with a senior tech on the problem. Turned out that it was not dns, but a php problem. All 3 sites were running xoops. Throw an html page out there and it came up fine. At that point, it would have been just as easy for him to tell me that the server was fine, must be my sites, but he didn't. Instead, he recompiled php for me, and as of last night, my sites were back up.
Is Surpass perfect? Nope. Are they the best I've been with? Yep. Am I staying? You bet.
I've had hosts that were bought, hosts that went out of business, and one host (sultanhost) that sat back and watched me get hacked, and then kicked me out because I was responsible for what went on with my accounts. Go figure.
So, when one of the other surmunity members told me about Surpass getting trashed on another site, and that I could find it with Google, I decided to check it out, as I've had plenty of bad experiences, and didn't want to see them treated unfairly when they've treated me so good.
So far, the thread seems like a mix of good and bad, which is to be expected with any company. That's why I'm adding my experience to the mix, of my own free will.
Now that I'm here and registered and all, I think I may stick around awhile if you don't mind. Seems like a pretty friendly place where I might learn something.
PS. Sorry for such a long post. Just wanted to tell my story.