The server this blog and others are running on is hosted by the US company Wiredtree. The hosting company rents managed servers and virtual private servers to customers. Before I migrated my sites to Wiredtree, I hosted them at the German company Hetzner. And while the rent was a lot cheaper there, the servers were not managed which meant that I was responsible for all administrative tasks. This included getting up at night if the servers went down to fix the issue on my own.

With Wiredtree, much of the responsibility lies at the company. They install updates on their own and monitor the servers 24/7 to make sure they are up and running all the time.

I received a SMS two days ago at around midnight that notified me that the server was down. I quickly opened the Wiredtree Grove support page and wrote a support ticket about the incident. It took less than 10 minutes to get a response, and the server was up and running again in less than 50 minutes.

The next day the same thing happened. This time it took less than 30 minutes to fix the issue. Wiredtree noticed that the server’s hard drive was failing and suggested to me that it needed to be replaced.

I agreed and the company’s support staff managed to backup, replace and restore everything in less than an hour on the third day.

Why am I writing this down here? Mainly for users who are researching Wiredtree, and users who are looking for a great web hosting company that is offering great support.

I have been with the company for several years, and up until now their support ticket response time was always at around ten minutes or less. That’s email support by the way. You can also use the toll free number to contact the support team in case of emergency.

Support is one of the things that is nearly invisible to you most of the time. It only becomes important when you need it. I have been with other companies that had response times of hours or even days. Imagine your server going down and you are unable to reach support for a day.

Where are your websites hosted? And how is that web hoster’s support?