Review by sttech1
(review was emailed from domain gmail.com)
lodged 1.5 years ago
 48083
 $50 per month "The infrastructure is fairly reliable. The cost is low." "Customer service (or, lack thereof)" "Waveform offers reliable and cheap service, but they are a one-man operation. The support is terrible, so avoid!"
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Waveform is terrible. It has terrible support. Support is only available
via support ticket, and tickets can remain in-queue for upwards of 12 hours.
The place is a one-man operation. They attempt to make it seem as if they
have multiple employees. However, the same tech is always at the facility
(or, I should say, never at the facility). They do not provide 24/7 access
to your hardware if you do not purchase a quarter-rack or above. Those of
you with mid-towers or 1/2U servers will have to either pay $135 an hour to
access your equipment after business hours or be forced to wait to access
your mission-critical server until business hours. This is unacceptable for
the IT industry. 100% uptime is the goal (even though it is not
achievable), and you will never have 99.9% uptime with Waveform because you
won't be able to access your equipment. I would avoid this place, unless
you don't really care about accessing your equipment in the event of failure
or can pony up for the quarter rack or higher. However, if you can afford
the quarter rack, stay away from that place. You can get a full rack at
a reputable data center in Southfield for $250 more per month than
Waveform's quarter rack. The data center in Southfield actually has a NOC
that is staffed 24/7. I once lost my key to the Southfield facility and was
able to get access to my server by providing verification electronically
that I had the right to access the data center. They will even reboot your
server for free if the OS fails, and you do not have a KVM over IP switch.
Waveform has no NOC. Waveform has a single tech with a Blackberry who will
only answer said Blackberry if there is the possibility of a $135 an hour
access fee. If you go with Waveform, buy a KVM over IP switch and hope you
never experience hardware failure, unless it happens during limited business
hours.
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