I singed up with one of Netcetra's managed hosting services. Am not sure why they used the word managed, never once did they address any of my problems seriously, I got the impression their support team don't know what their actually doing. They treat customer problems as trivial matters, each time I asked for a solution or support to any particular problem the standard reply would usually be "check your settings' or some other random drivel unrelated to the actual problem. For each of the problems I faced I had to resort to finding the answers else where online.
Another recurring problem I faced, was that the website was painfully slow and would constantly go down, lucky for me, I don't have an established online business, I'd dread to think what would have happened if I had. I've canceled my hosting and changed provider, really am just glad I was able to find out how terrible Netcetra actually are before my business became established and I faced serious problems
If you'd like to make others aware of just how terrible their service is, I'd recommend also leaving a comment on there Twitter and Facebook pages, lets help others not make the same mistake of using this terrible hosting provider.
Netcetera started off OK a couple of years ago. Indeed, I thought they were good in 2011. They have achieved the dubious honour of becoming the worst provider I have ever worked with and have been nothing but horrendous in 2014. I have had issues on average once every 2 weeks since the beginning of the year, including many failures in their apps, which I raised several tickets for.
The straw that broke the camels back came two days ago. They had a catastrophic failure of a RAID controller on their SAN, which took down their client area, email services, their ticket system and several client websites and databases, including mine. Having a single point of failure like that is a schoolboy error and not one befitting a company who claim to expertly host client sites and are also moving into cloud provision.
Throughout the fiasco, the company categorised this as a 'minor' issue, because it didn't affect all servers, even though it affected everyone for a period of at least 7 hours. This indicates a very clear and obvious disconnect between what Netcetera consider valuable and what customers consider valuable.
Severe issues are still present now some 53 hours after the failure, including the inability to manage customer's own sites, download backups, manage and work with databases and some people are still having problems with websites and in one case, email.
I was fairly lucky, as after the last issue, I engaged a second provider to host a backup service which allowed me to flip my service after only a DNS switch. Others have not been so lucky and are now suffering a SAN propagation wait which could take a significant amount of time to complete. This could certainly be of the order of a few days.
The experience certainly isn't what the company implies on its website ("sit back and relax and enjoy managed shared hosting") and can't be further from what you actually have to do. The service certainly is not fully managed and you seem to be expected to make your own backups and store them. In most recent cases I certainly did as a matter of risk mitigation. I have only lost minor data which I can regenerate locally anyway. All of my client data was migrated off this service months ago. This does not detract from the fact that companies who host with Netcetera could very well suffer a very very significant loss of business.
The SLA is next to useless, as you do not get compensation in monetary terms. For hosted services, you get free hosing credits of one day per 1 hour down time and you are limited to the hosting time for a month. I don't know of any one month that is 53 days long correct me if I I've been missing them all these years :)
In short, avoid Netcetera like the plague! The previous poster was certainly not wrong and the issues have and I suspect will continue to emerge.
We've had two major outages over the last two months. A 12 hour outage last month due to a hardware failure and a similar 12 hour outage yesterday that took out email. They've also lost a database server yet they're not reporting it on their status page and say that it could be a further 24 hours before they can restore the service.
Technical support bend over backwards to give you as little information as possible. Complaints procedure not fit for purpose.
Despite having an SLA, it's only for network connectivity, so hardware failures aren't covered.
An earlier reviewer commented on their ticketing and telephone systems going down and I can confirm this.
My email keeps going down and has been off all day today. It was also going down two weeks ago and generally goes down quite frequently.
Their support system and website my.netecetera.co.uk website is also down today and no one is answering the phones. This is very embarrassing when trying to run a business. They have been ok in the past but I will be changing supplier, I need a more reliable service.
I subscribed to a dedicated server which included Windows server 2012 and SQL Server Web Edition and was provided with this service, however we noted that the time to browse a 1.1mb image from this web server sometimes took 20seconds. We reported this issue and they "supposedly where working on it". In the meantime we tried to tweak the machine and one of my colleagues enabled NIC sharing which disconnected us from the network. Netcetera told us that we should apply for a remote KVM service which costs some GBP50 for 24 hours. We were also told that this services is provided instantaneously if applied for within office hours. We were on a tight deadline and had no option so we applied for it and it wasn't before three hours with the DBA's and Administrators waiting in vain did they bother to provide us with this service. The even hung up on us when we used the live chat. I complained and we were credited the GBP50 . In the meantime I had opened a dispute with paypal since the service was not provided in a timely manner and we were not getting any answer from Netcetera. When we were provided we checked the throughput again and were seeing speeds of 8 seconds on the same image mentioned above. We sent Netcetera statistics from a third party site to prove our point, however they sent us an email stating that since we used the KVM, we had to pay for it. They suspended our account and also suspended an unrelated service that we had with them for the last couple of years. The demanded that we remove the Paypal disputes and pay the GBP50 that they had credited us with. We transferred our service to Rackspace and in a couple of hours we were up and running and on the contrary Rackspace personnel called us to ensure that all is well.
We lost the Paypal disputes to recover the money for SQL server and the Dedicated Server. I do not know Paypal's reasoning however Netcetera does process it's payments through them! On the other hand we recovered the cost for the unrelated service and we have engaged our lawyers to look into the matter not because it matters but because of the principle and do we have the extra money to see it through.
In a nutshell, BEWARE because this service provider uses arm twisting tactics especially when they believe that they have control of your server. If you depend on them, make sure that you backup your server, use a separate domain registrant and mail provider. Don't let them get you by the balls.
Their control panel is littered with numerous bugs and constantly crashes. My site went offline 4+ times during the few days I spent with them. Their own site often goes offline way too often, leaving me without access to the control panel/support. My site was incredibly slow, 10 seconds+ for each page, sometimes over a minute if you're unlucky. This is for a simple ecommerce system with no data, I have an exact copy of the same site with the same data on a different host which loads each page in under 2 seconds.
On the plus side, their support response time was fast, and even though the first person I spoke to clearly wasn't tech savvy and required me to explain my problem multiple times, he did put me through to someone else who fixed the problem quickly.
Netcetera has two real issues to solve : 1. There is no warning of scheduled maintenance times. So you are unable to plan prior service interruptions own actions and measures. 2. Netcetera has really weak backup service. They only replied to me saying "sorry" for loosing 1,5 months data (new clients, transactions). So if you want their service then you must master backup plan yourself and you must be ready for service interruptions with minutes notice.
other than that, on the positive side: they respond to your inquiries (with of course no result) and their service is cheap.
i have been with netcetera for around 2 years now i find there services second to none, their professionalism is unquestionable their staff are friendly helpful and polite, i have had no problems with there service or their staff in the entire time i have been with them, no complains at all, in my opinion i rank them no 1 for their services and staff i would say experts in their field, i would hightly reccomend them to anyone with first class service and staff available 24/7 you cant go wrong
Was amazed at the speed and helpfulness of the customer service from Netcetera. Purchased a hosting package with them one evening, an hour or so later raised a ticket as I was having issues - they replied 7 minutes later with the information I required.
Outstanding service 24 hours a day !!! I have been using Netcetera for more than 3 years, and I can say that their service is excellent! I have contacted them on a few occasions in the middle of the night and they always reply within minutes with an answer, even if it is not urgent! They are always very helpful!!