Every 3 months we lose our email
Every 3 months or so, our email system goes down, due to the Vodien server services stopping. There is always a lengthy delay while the problem is resolved. Last time was a, upgrade carried out during weekday business hours with no prior notification. I have been with the previous providers who Vodien bought out, and rarely had any issues. As a former server and network engineer at a major IT company, we had software tools which monitored servers and knew before the client when an issue arose. Worse still Vodien's status page NEVER shows any issues even when servers are down for an extended period. Vodien staff are polite and friendly, but only Level 1 staff talk to us during an outage, and few technical details are given. Their technical staff should be working on a fix, before I find out that systems are not working, but this seems beyond their organisation's scope. Email went down around midnight. No progress by their "support" team after around 15 hours. Complained that this was the 4th extended email outage in 12 months and was told that the outage is because the server I am hosted on is old and not capable of carrying the load it has, so to expect more of the same. This information was conveyed by a sarcastic and arrogant sales person (Business Development Specialist) who proceeded to try to up-sell me to a more expensive service costing 250% of what I currently pay (Titan Email). There has been no contact prior to this event advising that I needed to change and considering we have only 3 low volume mailboxes, I find it hard to believe that this is anything more than a ploy to move to a higher cost service. In the process of looking at moving to another service, I also found that Vodien, when it took over from my previous provider through a buyout, failed to accurately transfer my domain registration details, tying me up in more calls to get the details corrected. This company has generally polite and helpful people in support but it appears there is poor technical management, no server monitoring, and a sales force dedicated to up-selling. If you are considering using them for email hosting, discard them as their products are generally not reliable. Lastly, their status page which is supposed to show any outages, NEVER shows issues while they are in progress, unless you dig behind, where you will find details of past events, but nothing on current problems. Their old web page, advertising mailPlus, the service I have been on up until now, states that the Data Centres were in Australia, but I confirmed today that the servers are all in Singapore, another blatant misinformation. The pictures I attached show a Status Screen showing no issues, but details behind the screen show a different picture, hidden to the casual eye. Just don't use them. FURTHER TO THIS, AFTER A 21 HOUR OUTAGE, THEIR "FIX" LASTED 3 HOURS, AND WE ARE NOW INTO A SECOND OUTAGE ALREADY LASTING 13 HOURS. THESE PEOPLE ARE TECHNICALLY INCOMPETENT. But wait, the saga goes on. Now at 57 hours and only contact with their "Support" is "Chat" which also has extended wait times. These people are technically incompetent and have no regard for customer service. They send boilerplate platitudes from their "Online Experience Specialists" saying they know how important email is to you, then fail to fix their system, Meanwhile, their Pulse monitoring web page shows no problems since March 7th. DO NOT USE THESE PEOPLE.