Critical infrastructure failure with zero support response – completely unacceptable for a VPS provider
Critical infrastructure failure with zero support response – completely unacceptable for a VPS provider What went wrong this time? How can this company improve? (main body text – paste this into the big box): I recently experienced a complete loss of access to my VPS server, which made the service entirely unusable. SSH connections failed entirely, the remote console (KVM/VNC) in the control panel was inaccessible, yet the dashboard continued to display the server status as "ready" with no issues flagged. This is a serious monitoring and hypervisor-level problem on Kamatera's side, as the instance was clearly not operational. Despite multiple attempts to reach support [if you submitted tickets: via tickets/emails over X days/hours], there was absolutely no communication, acknowledgment, or resolution. No proactive alerts, no follow-up, and no escalation – total silence during a full outage. This level of unresponsiveness is unacceptable for any production or even hobby use, especially from a provider advertising 24/7 support and high reliability. The lack of out-of-band access that actually works independently (when SSH fails) and the false "green" status misled me into thinking the problem was on my end initially, wasting significant time troubleshooting locally.