For the last day or so I've had a major issue with one of our XenPower Dallas servers. Salvatore replied to my ticket to say that the issue was regarding one of the upstreams which wasn't announcing their prefix correctly so some traffic was getting dropped.
I thanked Salvatore for fixing the problem but I also mentioned that I was quite concerned that it took over 24 hours to fix the problem and asked why it took so long to fix.
This is the reply I received from another member of support regarding my concerns:
If you are a business where uptime is very important, I suggest you switch to a redundant setup like www.iwstack.com. Our budget brands such as XenPower and OVerZold do not benefit from the same level of uptime and network redundancy. XenPower is thought to be a budget brand offering a lot of resources at a low price, however it does not compare well with a business grade cloud with a lot of extra features and HA/fail-over. For a business, the small price difference of a couple of dollars should be totally irrelevant.
I moved over to Prometues/Incero because they both have top notch reputations so this response really did surprise me. Uptime is important to everybody not just businesses. Never has it been mentioned that XenPower is a budget brand. In fact the complete opposite has been stated numerous times on LET.
To receive a reply worded in that way after experiencing over 24 hours of downtime leaves a very bad taste in the mouth. Is it a reply which should be expected and accepted?