Leaner virtualization coming to Windows, Linux

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SWSoft Products: Good Concepts -- Bad Follow Through: We have used the SWSoft Plesk server panel for some time and was rather pleased with the performance. We decided to venture into their Virtual Private Server software -- Virtuozzo. And it works great, now that it's running.

The issue with this company is that once the sale has been made, there is very little support if you need it. And that which you do get is in Russia and they don't discuss problems over the phone (with good reason --- since most of their English is not that great). They insist that you submit an online ticket -- which get put into play with a volley of incorrect answers as they try to figure out what you are asking. Even if you do manage to get ahold of one of the tech support staff, they normally will just take your complaint over the phone and open up an email ticket, but you don't get any real help over the phone.

The technical documentation is rather large and contain a lot of good information, but not much of it is relevent to troubleshooting their Virutozzo service. There are a lot of instructions to the effect of "You can do this -- it is easy," but never provide any complete and usable step-by-step procedures.

Likewise, when trying to figure out configuration settings and norms, their docs say "The x setting is the number of x's you can have" but totally neglects to tell you exactly what it is that X does and how it impacts your overall settings.

In reality, their software appears to be very robust and handles everything it says it will -- if you can get it set up the way you want it on the first try. Otherwise, you are left trying to figure things out for yourself on a trial and error basis, with small lapses of sanity when you try to work with their customer support.

The frustration level generated when trying to solve a quick and, normally, easy-to-fix problem quickly when using SWSoft's products can cause some serious issues(easy? probably -- quick? never).

I get tired of being required to call my sales rep to get any type of customer support action from their technical lead (that is, real phone support to talk us through a problem that is not readily available in the documentation).; Posted by: tboyd_z Posted on: 07/26/06 You are currently: a Guest | Members login | Terms of Use