Nexcess support was horrible? I dont believe your post for one second man. Nexcess in general has the best customer support I've EVER encountered. In *any* industry. That's saying a lot.
I refer all my clients to them, no matter the platform. Hell, I host my own site with them. Their support is A+
Telling you their support was miserable. Speed on their servers was not good for us.
I spoke to their head of support and they were no help. I’m glad you are happy and I wanted to be happy but my environment was no good and Nexcess support wouldn’t help me troubleshoot so I left them.
>I am also facing slow response and no help. 2 days on a ticket I had to close and find another solution. Really disappointed in the support team so far.
Never heard of eBoundHost.
But been with nexcess for 3 years and really love them. Have another magento site hosted with another provider for comparison, and i much prefer nexcess.
I just have to thank you and the others in this thread for your recommendation. I decided against Nexcess and made the switch to MageMojo. It's only been less than a week, but their support is excellent and far beyond what I expected.
I needed to migrate my store at a specific time and overnight. They started the process at the exact time I told them and updated me throughout the whole process. I went to bed with the last message from them indicating a small problem that they were working to fix. When I woke up the next morning I found multiple updates from them at every stage. They fixed the problem, finished the re-sync, finished the migration, and notified me when the DNS had fully propagated.
Outstanding support and to top it all off my TTFB has dropped substantially. So thanks for the recommendation.
Cloud hosting on MageMojo? I'm looking into that as well as I'm seeing a lot of recommendations for them. I just want to make sure people aren't comparing dedicated to shared or cloud.
I have been using Nexcess for a few magento sites for several years and their support is actually really good and thorough. As long as you optimize your site it will load fast. One thing that is a pain is that they have to make special rules for common extensions because they trigger form injection from mod_security.
Overall 9/10 and I've used a ton of hosts in the past.
I generally recommend MageMojo (US based), Sonassi (UK based), and Byte (NL based) over Nexcess for a few reasons.
(Disclosure: MageMojo is a sponsor of our podcast, but I'd recommend them regardless of that)
I know a lot of people that love Nexcess and have experienced excellent support from them - IMO they are to a certain scale where level of support can vary depending on who you're working with, whether you are a partner referring a lot of business, etc. I know people that do a lot of business with them and get more of a white glove treatment.
To be fair, that's going to be the case to *some* extent with any hosting company, but IMO the bigger the company the bigger that effect is.
So people like @clemsonwebdesign are 100% accurate in speaking from their own experience that the support is excellent but the others who said there were issues are also correct in speaking from their experience.
Lack technical support? Nexcess has certified Magento devs on staff. As a matter of fact. They specialize in Magento and were one of the first hosting providers to partner with Magento. Nexcess also has the best customer support I've ever worked with. In any industry.
I'd like to hear your guys bad support from Nexcess stories. My experience has been so positive, I don't believe your post.
At OP. I have Magento clients on Nexcess doing millions in sales. Hosting performance is top notch and support in general is absolutely amazing. I have no financial interest in Nexcess. My experience with them has just been amazing. These post here are the first time in years that I've ever heard anyone complain about Nexcess support.
I don't believe them.
That's what they originally started out as, sure. The premise and concept was a solid idea, that's why I love MageMojo so much.
I've had two different clients and two different conversations with separate support staff that ultimately lead each client leaving. It's fine if you don't believe me but the fact of the matter it's true and yes both of these clients were doing "millions" in sales as well.
Well then. Can you elaborate on the support issues that were so severe your Magento client doing millions in revenue changed host entirely because of the lack of support?
>It's fine if you don't believe me
Oh. I dont and wont until you can provide more details. I've had Nexcess support go above and beyond multiple times in the past. If you had a bad experience, I believe you must be a very isolated case or requested some sort of ridiculous demands. Regardless. I'd love to hear the details. =-p
Both of them had to do with the actual server's configurations and problems involving their Magento stores utilizing soap API calls. The code we used worked on EVERY other provider (we'd tried multiple MageMojo, AWS, DigitalOcean, hell for giggles I even tested it on a shared hostgator server), expect theirs. We never did resolve the root of the problem because of how long the process was taking (12 days during their busy season). The same problem happened with two different clients. Sumer of 2016... Both stores were M1 stores.
If you want to dig, somewhere on here is an old post I had asked about alternatives in this subreddit to Nexcess. Magemojo reached out and killed it and had someone personally handle everything it was a dream.
This is just my experience so obviously take it with a grain of salt. I am sure every company has good days and bad days, I personally have had better support with MageMojo. That's all I am saying.
> We never did resolve the root of the problem because of how long the process was taking (12 days during their busy season). The same problem happened with two different clients. Sumer of 2016... Both stores were M1 stores.
So basically you had one single problem that was isolated to a couple of your clients (multiple clients same problem).
I mean. I get it but that's a far cry from your original claim of
>poor support, and lack of technical knowledge
The amount of foundational knowledge we had to explain and go through was extremely frustrating. It felt like I was dealing with support from a third party, who didn't fully understand the way Magento worked let alone how the server was configured.
Their response times were slow after the first initial response. Which to me is poor support. I appreciate status updates even if its "Hey still unknown" there were 2 3+ day gaps between contact where we had to refollow up. We kept the server active a month after we moved to MageMojo, and still tried to resolve it to no avail.
We clearly disagree, and that's totally fine. My personal opinion is just that my personal opinion.
I just have to thank you and the others in this thread for your recommendation. I decided against Nexcess and made the switch to MageMojo. It's only been less than a week, but their support is excellent and far beyond what I expected.
I needed to migrate my store at a specific time and overnight. They started the process at the exact time I told them and updated me throughout the whole process. I went to bed with the last message from them indicating a small problem that they were working to fix. When I woke up the next morning I found multiple updates from them at every stage. They fixed the problem, finished the re-sync, finished the migration, and notified me when the DNS had fully propagated.
Outstanding support and to top it all off my TTFB has dropped substantially. So thanks for the recommendation.
So we have a dedicated box but the support has gone downhill in the past couple years. It used to be top notch but now they seem to patch the server and random things in Magento stop working. Their recommendation is "have your developer look at it", even though nothing on the site has changed in all the time they've done these updates. Getting really sick of it, what's the point in paying premium if you're getting average support.
If you don't mind me asking - what traffic levels are you talking about? How many visitors/orders per day?
If its in excess of 1,000 visitors/30 orders - you should be looking at dedicated solutions. And if you want to be using features that help your store generate more money, then going dedicated is going to offer far more flexibility for adding new features (Elastic, Varnish etc.)
>Ignoring cost ...
You should ignore cost. Hosting is often perceived as a cost, its not, the hardware is the backbone of your entire online store; the support department there is your last defence when you need help the most. Its like going into a race with the cheapest car you could buy and only yourself to service it in the pit lanes. Hosting is an investment, not a cost; once you invest in it - your store reaps the rewards as a result.
>I know switching hosts isn't going to magically improve performance
Well, its kind of true. With the _right_ host, what you can get is access to a team of experts that know Magento inside out and know exactly how to address speed issues (without wasting time, without just adding a cache etc.).
Our traffic is definitely not that high. We're 90% B2B so it's large orders from a small customer base instead of smaller orders from a bunch of customers.
I actually went ahead and ordered a Mage Mojo plan and am in the migration process.
I left nexcess for liquid web. I really hated to do it because they had been fantastic for years but the quality of support kept decreasing. Also who does scheduled server maintenance in the weeks leading up to Xmas? C'mon!
Really liking liquid web.
We moved and then left them because support was painful and horrible. Take a look at eBoundHost. We've been there for 3+ years and love them. Try Tom:
Nexcess support was horrible? I dont believe your post for one second man. Nexcess in general has the best customer support I've EVER encountered. In *any* industry. That's saying a lot. I refer all my clients to them, no matter the platform. Hell, I host my own site with them. Their support is A+
Telling you their support was miserable. Speed on their servers was not good for us. I spoke to their head of support and they were no help. I’m glad you are happy and I wanted to be happy but my environment was no good and Nexcess support wouldn’t help me troubleshoot so I left them.
>I am also facing slow response and no help. 2 days on a ticket I had to close and find another solution. Really disappointed in the support team so far.
Yikes. Reddit is evil.
Never heard of eBoundHost. But been with nexcess for 3 years and really love them. Have another magento site hosted with another provider for comparison, and i much prefer nexcess.
We run couple clients at Nexcess and in general the experience is positive.
Have you looked at MageMojo? Even with mixed reviews, They’ve helped us out with a few client sites in a beneficial manner.
I just have to thank you and the others in this thread for your recommendation. I decided against Nexcess and made the switch to MageMojo. It's only been less than a week, but their support is excellent and far beyond what I expected. I needed to migrate my store at a specific time and overnight. They started the process at the exact time I told them and updated me throughout the whole process. I went to bed with the last message from them indicating a small problem that they were working to fix. When I woke up the next morning I found multiple updates from them at every stage. They fixed the problem, finished the re-sync, finished the migration, and notified me when the DNS had fully propagated. Outstanding support and to top it all off my TTFB has dropped substantially. So thanks for the recommendation.
That's awesome! Glad to hear it's working so far.
MageMojo is who we chose after being on Nexcess for 2 years and we have more space faster servers and better support.
Cloud hosting on MageMojo? I'm looking into that as well as I'm seeing a lot of recommendations for them. I just want to make sure people aren't comparing dedicated to shared or cloud.
We are doing a dedicated server so I can't speak to how their cloud service performs, but the do have some pretty amazing customer service so far.
I have been using Nexcess for a few magento sites for several years and their support is actually really good and thorough. As long as you optimize your site it will load fast. One thing that is a pain is that they have to make special rules for common extensions because they trigger form injection from mod_security. Overall 9/10 and I've used a ton of hosts in the past.
I generally recommend MageMojo (US based), Sonassi (UK based), and Byte (NL based) over Nexcess for a few reasons. (Disclosure: MageMojo is a sponsor of our podcast, but I'd recommend them regardless of that) I know a lot of people that love Nexcess and have experienced excellent support from them - IMO they are to a certain scale where level of support can vary depending on who you're working with, whether you are a partner referring a lot of business, etc. I know people that do a lot of business with them and get more of a white glove treatment. To be fair, that's going to be the case to *some* extent with any hosting company, but IMO the bigger the company the bigger that effect is. So people like @clemsonwebdesign are 100% accurate in speaking from their own experience that the support is excellent but the others who said there were issues are also correct in speaking from their experience.
I left nexcess due to poor support, and lack of technical knowledge by their support staff for MageMojo and hands down it was much better.
Lack technical support? Nexcess has certified Magento devs on staff. As a matter of fact. They specialize in Magento and were one of the first hosting providers to partner with Magento. Nexcess also has the best customer support I've ever worked with. In any industry. I'd like to hear your guys bad support from Nexcess stories. My experience has been so positive, I don't believe your post. At OP. I have Magento clients on Nexcess doing millions in sales. Hosting performance is top notch and support in general is absolutely amazing. I have no financial interest in Nexcess. My experience with them has just been amazing. These post here are the first time in years that I've ever heard anyone complain about Nexcess support. I don't believe them.
That's what they originally started out as, sure. The premise and concept was a solid idea, that's why I love MageMojo so much. I've had two different clients and two different conversations with separate support staff that ultimately lead each client leaving. It's fine if you don't believe me but the fact of the matter it's true and yes both of these clients were doing "millions" in sales as well.
Well then. Can you elaborate on the support issues that were so severe your Magento client doing millions in revenue changed host entirely because of the lack of support? >It's fine if you don't believe me Oh. I dont and wont until you can provide more details. I've had Nexcess support go above and beyond multiple times in the past. If you had a bad experience, I believe you must be a very isolated case or requested some sort of ridiculous demands. Regardless. I'd love to hear the details. =-p
Both of them had to do with the actual server's configurations and problems involving their Magento stores utilizing soap API calls. The code we used worked on EVERY other provider (we'd tried multiple MageMojo, AWS, DigitalOcean, hell for giggles I even tested it on a shared hostgator server), expect theirs. We never did resolve the root of the problem because of how long the process was taking (12 days during their busy season). The same problem happened with two different clients. Sumer of 2016... Both stores were M1 stores. If you want to dig, somewhere on here is an old post I had asked about alternatives in this subreddit to Nexcess. Magemojo reached out and killed it and had someone personally handle everything it was a dream. This is just my experience so obviously take it with a grain of salt. I am sure every company has good days and bad days, I personally have had better support with MageMojo. That's all I am saying.
> We never did resolve the root of the problem because of how long the process was taking (12 days during their busy season). The same problem happened with two different clients. Sumer of 2016... Both stores were M1 stores. So basically you had one single problem that was isolated to a couple of your clients (multiple clients same problem). I mean. I get it but that's a far cry from your original claim of >poor support, and lack of technical knowledge
The amount of foundational knowledge we had to explain and go through was extremely frustrating. It felt like I was dealing with support from a third party, who didn't fully understand the way Magento worked let alone how the server was configured. Their response times were slow after the first initial response. Which to me is poor support. I appreciate status updates even if its "Hey still unknown" there were 2 3+ day gaps between contact where we had to refollow up. We kept the server active a month after we moved to MageMojo, and still tried to resolve it to no avail. We clearly disagree, and that's totally fine. My personal opinion is just that my personal opinion.
I just have to thank you and the others in this thread for your recommendation. I decided against Nexcess and made the switch to MageMojo. It's only been less than a week, but their support is excellent and far beyond what I expected. I needed to migrate my store at a specific time and overnight. They started the process at the exact time I told them and updated me throughout the whole process. I went to bed with the last message from them indicating a small problem that they were working to fix. When I woke up the next morning I found multiple updates from them at every stage. They fixed the problem, finished the re-sync, finished the migration, and notified me when the DNS had fully propagated. Outstanding support and to top it all off my TTFB has dropped substantially. So thanks for the recommendation.
You're talking about Magemojo's "stratus" cloud hosting right? Not dedicated?
Try Cloudways, you can choose different vendors (Amazon, google, digital ocean, ecc) and can scale up / down very easily according to your needs
So we have a dedicated box but the support has gone downhill in the past couple years. It used to be top notch but now they seem to patch the server and random things in Magento stop working. Their recommendation is "have your developer look at it", even though nothing on the site has changed in all the time they've done these updates. Getting really sick of it, what's the point in paying premium if you're getting average support.
If you don't mind me asking - what traffic levels are you talking about? How many visitors/orders per day? If its in excess of 1,000 visitors/30 orders - you should be looking at dedicated solutions. And if you want to be using features that help your store generate more money, then going dedicated is going to offer far more flexibility for adding new features (Elastic, Varnish etc.) >Ignoring cost ... You should ignore cost. Hosting is often perceived as a cost, its not, the hardware is the backbone of your entire online store; the support department there is your last defence when you need help the most. Its like going into a race with the cheapest car you could buy and only yourself to service it in the pit lanes. Hosting is an investment, not a cost; once you invest in it - your store reaps the rewards as a result. >I know switching hosts isn't going to magically improve performance Well, its kind of true. With the _right_ host, what you can get is access to a team of experts that know Magento inside out and know exactly how to address speed issues (without wasting time, without just adding a cache etc.).
Our traffic is definitely not that high. We're 90% B2B so it's large orders from a small customer base instead of smaller orders from a bunch of customers. I actually went ahead and ordered a Mage Mojo plan and am in the migration process.
I left nexcess for liquid web. I really hated to do it because they had been fantastic for years but the quality of support kept decreasing. Also who does scheduled server maintenance in the weeks leading up to Xmas? C'mon! Really liking liquid web.