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I have very good experiences with Leaseweb (VPS line) for a good year now. Can neither complain about service, network, nor support.
I have used leaseweb for a couple years now for personal needs although they do sometimes lack in support for general inquiries I've never had server or network issues with them.
Leaseweb's VPSes (in VA/USA and NL) have been great for my uses. Their support has been great too.
Same here, good experience with Leaseweb.
Their support is prompt for me. You get what you pay for.
Leaseweb are getting better.. Although they did send out a survey the other day on plain old HTTP that looked like it had been drafted by a 3 year old.. That was a big fail. It seems there are too many non-technical people making technical decisions without looping in people to validate such decisions.
I also find shit like this re-inforces "no one got fired for choosing AWS":
https://kb.leaseweb.com/download/attachments/7111122/LeaseWeb - SSL Order Form.pdf?version=1&modificationDate=1444302834085&api=v2
email your bank and CC details including security code to [email protected] (is that even allowed by most merchant processor terms?)
Lot's of complaints every week, never seen that much before.
I used them in the past, the network was great, however when we required help, we had to wait a day before we got an reply to the ticket, which isn't an option for us, so we cancel the servers with them.
Make sure to read their SLA. They only guarantee 24hr response and 24hr hardware replacement on dedicated servers. That is a non-standard SLA gotcha a lot of people are probably not aware of. Most competitors guarantee 1 to 2 hour ticket response and 4hr hardware replacement for standard plans.
https://kb.leaseweb.com/display/KB/Knowledge+Base?pageId=7111263
Once you upgrade to their "extended" SLA for quicker guaranteed response the price is quite a bit higher than competitors.
From what I can tell, they are great in Europe and TERRIBLE everywhere else.
I should add that I only use their NL facilities and that I only used their support once within that year and response times have been below 1h. The service just worked, therefore I cannot comment too much about their support.
Their German support is very weird. They sometimes speak English to me and sometimes German.
Also their bandwidth overages are a complete ripoff (somewhere around 100€/TB on their vps range).
That is my take as well. I would have no problem using them in Amsterdam since that is where their support is based as far as I can tell.
I have their NL servers from last 4 years and have had only one downtime in 2013 or 2014 can't remember, when they had fire at the DC
It's a big company otherwise and you can vouch for their service and support, though I seldom need that.
Yep it was only ever dutch people answering my tickets when I had service in Singapore, even with upgraded SLA they never managed anything faster than 3 days.
I really got the impression that the 'extra support' for Singapore was an after thought and the people in Amsterdam really begrudge doing it.
They're great in the US too, only significant downtime I can remember in 2 years is when they had a power-outage and were down for around 30 minutes. I live next to their Manassas location and their US support has been great (when I first started using their Europe locations their support team was even nice enough to expedite my activation by having their Virginia team call me instead of waiting for a call from Netherlands after the weekend).
My experience has been just the opposite for US support. Note that support is not the same thing as uptime. It doesn't matter how great their uptime is if they don't reply to your ticket when you need them to and there is no US number to call and no chat.
As far as I can tell, all support is coordinated out of Amsterdam by people who are not necessarily that great at understanding the English language. During US business hours it's nighttime over there so you are not going to be getting the most senior most experienced techs either. So it's kind of a dumb setup for a company with such a large US presence if you ask me. That tells me they must not take US support very seriously.
I've heard good and bad. The service seems to be good but the support is lacking.
This probably refers to the fact that they don't have any real DDoS mitigation, and that they will charge very expensive overages as a result.
They've introduced DDOS IP protection data-cetner wide this April for all their locations without any additional charge.
https://kb.leaseweb.com/display/KB/DDoS+IP+protection
Currently It is a mostly basic ddos protection from popular attack vectors. But UDP amplification is no longer an issue and it is very very big step forward for them.
As far as I know their DDoS protection is based on solution provided by www.riorey.com
and they can provide custom ddos protection profile on demand for additional fee.
Do you have Leaseweb USA services? It sounds like you've only dealt with sales from NL? Their US office is open regular US hours 8:30AM to 5:30PM EST and techs are available 24/7. Their calls come from a local Virginia number and when it comes to standard support I haven't had any support ticket unanswered within an hour (except for a routing issue that was solved the next morning).
Network team is based in Amsterdam.
Tickets always go through Amsterdam first as far as I know. I know they have US based techs. You generally can't talk to them directly. There is a US office and phone number yes. It's not listed prominently on their support website. It's obvious that they do not want support going through there but they will accept support calls, for the time being, during certain hours.
When I talked to them extensively about this not too long ago, it sounded to me like a lot of things wrt US support was currently up in the air. My guess is there will be more trimming and consolidating meaning less US support and more centralized Amsterdam support. That is the direction they have been going in and I expect that to continue.
They've tried to do this with DE support but it had not worked as expected and [email protected] is still here and directly accessible.
As for US support it was routed through "Global support" in Amsterdam initially, but you can still expect to talk with second level support specialist from US in case of serious issues or other necessity.
thank you all for your comment.
I realy appreciate.
Thank you dear
Hey!I have experiance with them as gold reseller and in this time support was very good but when i have less servers i get big delays with support repays.