My husband and I run a small bookkeeping firm and have been using a remote hosting service for many years. For the last 2+ years things have steadily gotten worse with the company we are using and we finally decided try to move our few users to Cloud9 Real Time. The initial contact was great.
We were assured they were getting lots of clients that were moving from this other service, had hired several of the employees and we would be 10 times happier with a move to a dedicated server on Cloud9, a custom build that would take 7 days. When I asked about the Sleeter discount, he had to check to see if we could get it if we went month to month, but was sure it was offered on an annual plan. I told him we were too small for paying annually.
Every decision I made was very intentional about timing and the dates we wanted to implement. We decided on June 20 to give time for the build and time to cancel with our current provider so we wouldn't have too much overlap. June 20th rolls around and I send all my client's licensing information and follow up with a call. First I'm told the builds are now 8 days, then 2 weeks! That puts us right after July 4th where we would be overlapping billing.
We decided to go with the 7-day trial instead, which he could do immedietly, but because we didn't want too much billing overlap he suggested Thursday the 23rd. Again, I intentionally set the date for this morning the 24th. When I asked again about the Sleeter discount, I am told that The Sleeter Group was sold and there is no longer a discount. So this morning I hear nothing. My husband sends an email to see what is needed to get going.
The sales person says he will start getting it ready for us, then sends an email saying he needs our clients email addresses and contact info. He never mentioned that when I sent him all their licensing info on the 20th. So we get everything over to him and by mid afternoon we still have no information on how to log in. I email him saying we really need to move our clients files over the weekend so we don't disrupt normal workflow at their companies. This was something I had discussed with him before, and part of my very intentional choice of getting this started on Friday.
So here we are after hours and he lets us know that he has it all set up but since the passwords were auto-generated we are stuck because he doesn't have access to them, and the engineer is out until sometime Monday. I'm feel that our small business was not a priority and I am left with many questions.
1) Has he told us the truth about timing on building a dedicated server?
2) Why is a 7 day trial supposed to be implemented so easily if it is dedicated as well?
3) Why is the salesperson setting up our server?
4) Why is the Sleeter discount not available if it is listed as a member benefit on the Sleeter web-site?
5) And this is a biggie.....if we have technical issues, say our server goes down......do we have to wait for the engineer to come back to work on Monday if it is Friday afternoon?
6) Is this what we can expect going forward?
7) Can you recommend a remote access hosting service that you are personally pleased with?
Thank you all in advance.
|This question was originally posted within the Sleeter group member discussion forums and has been shared with AccountingWEB as part of our ongoing collaboration to help firms grow and develop|