Just thought I would share our nightmare experience with Union Datacom www.uniondatacom.net
Pre-sales lead us to believe that support was timely and most specifically, told us that all reboots were handled within 4 minutes during office hours and within 15 minutes out of office hours.
It took them 5 days to get our server to the point where we could do anything about it, despite their claims on live chat that the server would be setup within 24 hours.
Shortly after getting the server online, it dropped from the Internet so we requested a reboot. That reboot took over 16 hours
to complete. We were told it was not their standard time and they claimed it was because we had not given them the server ID (which we were never provided with at that time).
After the 16 hour reboot fiasco, they provided the server ID so we decided to test their response when we provided them with all the details they said they needed. So we submitted another reboot request, this time it took over 6 hours
for the machine to be rebooted.
In the end (After quite a few other problems), we filed a Paypal dispute and Paypal declined it because it was a virtual service. We are currently seeking other avenues to make sure we hit them financially for the total shambles of a service they provided.
I just want to warn everyone to not even consider this company, they are a disaster. I personally believe that there are about 3 staff total in their 'DC' and that would not be so bad if they actually had decent response times, but if you submit a ticket to them (even critical status), if they respond anything like they did with us then you will wait for at least 4 hours for them to even acknowledge the ticket and many many more for them to actually do something about the problem.