Many clients will be aware of the 20 hour hosting outage that occurred last Monday (05/11/2018) which took out 90% of clients websites and emails, this was the 2nd long outage in a month, the first occurring on (09/10/2018) and just another in a string of issues that have plagued our hosting providers recently.
We have been with Heart Internet since 2005 and they were once at the top of the hosting industry, independent, untouchable, stable and providing robust, powerful hosting services, however this all started to go down hill around 4 years ago when Heart Internet was acquired by Host Europe and then in 2016 Host Europe was acquired by American giant GoDaddy.
We are not sure what changed, whether money stopped being spent on infrastructure and/or new equipment or whether this branch/arm of the business was neglected all together, but we do know that first of all support became very, very poor, support that was once manned by a knowledgeable, tech support team, became manned by called centre staff reading scripts unable to fix or even identify basic issues and problems which extended any downtime clients had from mere minutes to hours whilst 'clueless' call centre staff contacted so called 'senior' support staff.... in other words someone who knew what they where doing.
Over the past 12 month issues, errors and downtime have been getting more frequent and more lengthy and the incidents of (09/10/2018) and (05/11/2018) where the last straw and we have decided to part ways with Heart Internet and move over to a new more stable, modern, independant hosting company 20i.
We didn't rush into this, we spent all last week vetting and speaking to a number of potential hosting companies looking at features, reliability, support, redundancies and price and started migrating our 148 websites yesterday, (Monday 12/11/2018)
The Current Situation. Heart Internet did release a lengthy apology which can be read here http://bit.ly/2FlZIl0 this is too little too late and I'm sure our clients will agree... TBH I've not read it all, reads more like an excuse than an apology...
However this morning (13/11/2018) we have had two clients reporting more intermittent '503 Service Unavailable' Errors on sites still hosted on Heart Internet's servers. This has thrown us a curve ball, we needed last week to vet, check and make sure that we chose the right hosting company and after the backlash Heart Internet received on social we expected them to keep services running smoothly for at least the next month so we could move all of our websites.
What does this mean? This means that we have no choice but to expedite the migration of our websites as quickly as possible over the next 7 days before more downtime is experienced by any of our clients and we have no choice but to put current web design and coding projects on hold for the next 7 days so we can use this time to migrate websites.
We apologise for any inconvenience but keeping our clients websites live is our number one priority.