RackNerd

Hi Martin -- Thank You for allowing us the opportunity to be your provider for over a year. I'm sorry to hear that your experience wasn't what it should be. RackNerd is an Inc. 5000 company, recognized for excellence multiple years in a row, and we serve everyone from hobbyists to startups to enterprise companies. We're quite known for providing services that grant performance at all times, which is how we've built our reputation in this industry. In regards to your website going offline and requiring manual restarts, this does sound like a software-related issue within your environment, as our nodes themselves remain online and operational. If the node or virtualization layer were experiencing issues, you wouldn't be able to simply restart your VM to restore service -- the problem would persist regardless. The fact that a restart resolves it temporarily, points to something within your VPS configuration or the software stack you're running. It's also important to note that our KVM VPS by default are unmanaged, and we do not maintain client environments. When connectivity or performance issues are isolated to a single VM (while the node and other VMs remain stable), this typically indicates a configuration issue within that specific software stack or environment. Without access to your VM or details about what's running, there's limited troubleshooting that can be done from our end beyond confirming node health and network connectivity. 100% resource usage with just a control panel running suggests something within your software stack may be misconfigured or resource-intensive. To help point you towards the right direction, you may consider using the "top -c" command in SSH, to identify which process is using the most CPU. Or download/run "htop" for a more detailed overview. The "ps aux" command is useful too, to get a full picture understanding of all the processes running in your server. Our nodes are not oversold, and customers routinely run production workloads without these symptoms, so identifying what's consuming your resources should help narrow this down. If you'd like to discuss further, feel free to reach out to bizdev[@]racknerd[.]com and we can go from there -- happy to offer more guidance or point you in the right direction if you're still stuck.

Hi there, I sincerely apologize for the frustration you experienced. Generally, tickets are responded to very quickly 24x7, with our average response time under 20 minutes. Though I'm assuming (from the sounds of it) this was a billing related matter, which is likely why there was a delay, as the billing department operates M-F during normal business hours. The support department though, is 24x7. Do you have a ticket ID that we can review, so we can shed more light on this matter? By the way, without yet knowing the specifics of your case, I will say that we're always happy to work with customers on payment extensions, though we do need to hear from you before the due date. Communication is key, and we're always happy to work with our customers as long as we're aware of your intentions. Thank you, and we look forward to hearing back from you! Please feel free to reach out via email at: bizdev[@]racknerd[.]com with the requested information, so we can further discuss a resolution path.

Hi DS -- thanks for sharing your feedback. Just to clarify, with our Windows VPS product line - we fully support Windows Server 2022 (which we recommend for modern compatibility). Customers can also select Windows Server 2012, 2016, or 2022 during order — or reinstall/switch versions anytime via the SolusVM control panel. Here’s a short how-to video for reference: https://www.youtube.com/watch?v=Jy8Q3s3uXlk While we agree that Windows Server 2016 (and previous versions) are becoming outdated, it’s still available for those who specifically choose it, as some applications or legacy environments still rely on it. In other words, you do not have to use 2016 if you do not want to. Regarding your billing situation, after further review of your account history, our billing system sent multiple payment reminders between September 27 and October 19, including a suspension notice on October 13 — so the claim of “no warning” isn’t accurate (in fact, you had over a dozen warnings/emails according to the email history log). The service was automatically terminated by the system once the overdue grace period elapsed, with no manual action taken by staff. We’re always open to working with customers who reach out and communicate their needs/intentions -- communication goes a long way, and had we known you needed more time to make payment, we would have gladly extended the due date. Autopay is also optionally available by saving a card on file and setting the payment method on the service to credit card, if desired. If you’d like to continue service with us, we’d be happy to help set up a new server and work with you personally to ensure smooth continuity moving forward.

Hi Ragna, It appears this review is a repost of what you had previously submitted on Trustpilot -- the original, dated May 29, was deleted along with our detailed response. While we respect your right to share feedback, reposting in this way to push it back to the top and remove our reply doesn’t present the full context. To clarify, our abuse team is fully staffed and actively reviews all reports submitted to reportabuse[@]racknerd[.]com. As is standard practice across the industry, abuse complaints are relayed to the respective end-user, who is required to take corrective action within a set timeframe. We also understand that at times, end-users of end-users may be involved (as we also host a lot of resellers, and hosting providers too). Therefore, we typically allow up to 72 hours for customers to respond to abuse complaints. We operate a very large network with hundreds of thousands of customers worldwide, and while no provider is completely immune to occasional bad actors, we take pride in maintaining a clean network and keeping abuse levels low. When properly documented reports are submitted, our team responds swiftly and follows due process to ensure each matter is handled fairly and appropriately. If you have specific cases you’d like re-reviewed, we encourage you to forward the details to us, and our team will gladly investigate further.

Hi fozzybear, Thanks for taking the time to leave feedback. To be fully transparent, the verification flow you ran into is very rare — only about 1 in 500 new sign-ups might trigger Stripe’s risk engine in a way that causes us to request ID verification (for example, if Stripe thinks a payment is extremely high risk or has a high chance of being fraudulent). This is driven entirely by the payment processor’s fraud checks, not something we decide arbitrarily. If you want to avoid the Stripe Identity flow completely, alternatives such as cryptocurrency or Alipay do not go through the same Stripe Identity verification, as they utilize different processors. That said, when verification is required, we do our best to be reasonable — we’re always willing to work with customers, including refunds, or even service extensions/unsuspensions if more time is needed, as we did here. If you’d prefer to discuss another verification method you’re more comfortable with, email me directly at dustin[@]racknerd[.]com and we’ll sort it out. P.S. Just to add, we don’t handle or store the verification ourselves — Stripe Identity handles that. All we receive is a simple pass/fail result via API, and that’s the only thing we look at. We’re in the hosting business, not the ID business :) Thank you, Dustin B. Cisneros CEO, RackNerd

Hi Atu — Thank You for allowing us the opportunity to be your provider for nearly 2 years. We sincerely apologize that your experience hasn't been what it should be, as we're quite known for providing services that deliver performance at all times. Unfortunately, I was unable to find any records of an "Atu Shar" in our client list, however, I will address your concerns to the best of my ability, from a generic standpoint. In regards to your concerns about VPS performance, I first want to clarify that based on what you're saying, it appears that you purchased a VPS service with us, and by default our VPS are delivered as a fresh/new environment, with full root access. With our KVM VPS services being "unmanaged", unlike shared hosting where we would typically manage the software environment, the performance of websites hosted on your VPS (including WooCommerce sites) depends heavily on your OS and software related configurations, optimization of your software stack, etc. Many of our customers successfully run multiple high-traffic WooCommerce stores on our infrastructure without issue. To point you towards the right direction, typically clients prioritizing fast website load times run on either Nginx or OpenLitespeed (instead of Apache), and on top of that put websites behind a CDN like Cloudflare. Additionally, make sure your website does not have any plugins running unoptimized sql queries.​​​​​​​​​​​​​​​​ Regarding your comment about support revolving around "invoicing" - this is actually quite contrary to how we operate, so we'd be interested in taking a look at the ticket ID if you could please share it with us. Our staff are on salary, without any commissions or incentives tied to upselling. I've attempted to locate your account but couldn't find an active client account under your name, so without yet looking at the ticket, my guess is that add-ons were only discussed because you had inquired about additional resources at some point? We don't proactively push upgrades on customers, as that's simply not how our team operates or is evaluated. It's also important to remember that with unmanaged VPS services, we don't have visibility into your OS or software environments, nor do we have access unless explicitly granted. So when presented with broad/generic statements like "my website is slow" without specific technical details (especially on an unmanaged VPS service), our support team has limited ability to troubleshoot effectively, as the issue could stem from numerous different configurations within your environment.​​​​​​​​​​​​​​​​ In any case, we genuinely value your business and feedback. Customer satisfaction has always been the cornerstone of RackNerd's operations. If you're willing to give us an opportunity to address your concerns, please reach out directly to bizdev[@]racknerd[.]com. We would be happy to help and go above and beyond wherever possible. Once we can locate your account, we would be more than willing to thoroughly review your account details, and find a proper resolution for any outstanding concerns. We’re committed to finding a way to make things right, and sincerely look forward to hearing from you.​​​​​​​​​​​​​​​​