Item: Vultr
Rating: 4
Author: Ken Purcell

Overall Satisfaction with Vultr

Use Cases and Deployment Scope

I have been using Vultr for almost 6 months, over the short time I have used them, I have found that even the most basic support is lacking. One of our WordPress sites had a false positive result from Netcraft as phishing. We immediately tested their finding and found that it was clean. Even Netcraft revised the report that the issue was resolved. What I did not know was that Vultr had sent me additional email saying that they were suspending my VPS with them. Apparently their level of support is to forward any issues along without checking. Now my server is suspended over a holiday weekend and no help from support.

Pros and Cons

Pros

Quick spinup of new servers
Nice dashboard of your running services
Fair price

Cons

Almost no active support, only tickets
Ticket processing is very slow and almost non-existant on weekend or holidays

Most Important Features

Uptime, uptime, uptime
Speed, speed
Good IP reputation

Return on Investment

Beware being let in the lurch with no support from Vultr

Key Insights

Do you think Vultr delivers good value for the price?

Yes

Are you happy with Vultr's feature set?

Yes

Did Vultr live up to sales and marketing promises?

Did implementation of Vultr go as expected?

Yes

Would you buy Vultr again?

Likelihood to Recommend

Beware needing any assistance from Vultr over the weekend or holidays. Even for issues they created!

Vultr Feature Ratings

Comments

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DJ Johnson
commented 2 years ago
Hi, Ken. I completely understand your frustration with this experience. I have requested that our team look at your case closely to find areas we can improve on during instances like this. We apologize and hope we can continue working together to support your needs.
- Ken Purcell
  commented 2 years ago
  Thanks for the response David. Something that would help immensely would be the support ticket system clarify where the ticket is going, to whom and expected response time. Like most people I assumed that all support requests where going to the team that was available 24/7/365 not to the accounting team that is only available M-F 9-5 EST. Even a priority status on the ticket would help those on your end sort tickets by most important, not just the order received. I know your service is not managed support but I did not think your system would actively get between me and MY customers. I know we all need to protect our networks but this was a pretty big crack to fall into. Thanks.
  DJ Johnson
  commented 2 years ago
  This is all great feedback, and I'll send it along to the teams responsible for handling that flow. This is not the type of service we strive for, so we will do all we can to mitigate that issue for future incidents. I appreciate you following up on my comment. Please let us know how we can help going forward!

Great when the server is up, not so great trying to reach support!

Modules Used