Worthless support when you need it They are running outdated equipment that is flaky. A small update to our OS made it "incompatible" with the hardware. Or so it seemed.
When we filed support requests to get help, they gave us a really hard time about running an "unsupported" OS (esxi 6.5). They claimed they only support esxi 6.0.
When we checked back, the hardware they provided wasn't even on the approved list for esxi 6.0, which they offer pre-installed.
At one point I even offered them $300 to connect a KVM to the machine so we could diagnose what was going wrong, but they refused, saying it's "unsupported." And of course they wouldn't look into it themselves.
Then they got snippy with me when we asked them to simply send screen shots of the "pink screen of death" from esxi to figure out what was going wrong. They said they wouldn't "spend any more time on this, since esxi 6.5 is unsupported." By the way, nowhere in the documents did they clearly spell out that esxi 6.0 IS supported (even though it's not by the vendor), and that esxi 6.5 is NOT supported.
So it's basically a crap shoot. You may or may not be able to upgrade to the latest security patches, without hosing the machine. If the machine gets hosed, then they will do absolutely nothing to help, and they will tell you it's your fault.
Worse, when we were running the Linux Rescue ISO to try to get our data off the hosed machine, it would randomly disconnect during large data transfers, and become totally unresponsive. When I contacted them, they just blithely said "it lost it's IP." As if "losing an IP" in the middle of a transfer is a normal thing for a Linux box.
I finally convinced them to swap the hard drive with the data to a different machine (I got the rare, helpful technician), and suddenly things were working again. I was able to get back up and running with esxi 6.5 to get my data off of it.
So maybe the whole time, it was just a flaky NIC card that was going in and out. I still do not know, because their support is so unhelpful...
What I do know is that this cost me and my clients a WEEK of downtime to try to sort out. During that week, we were given a hard time by several unhelpful support staff. We offered to pay them for their time to help us, and they refused. I had to spend $699 on rescue software that would work with the Linux Rescue Disk to get our data intact. (We had backups, but they'd stopped working for some reason a few weeks before, and needed the interim data).
It was a HORRIBLE experience.
4.6 
