Support worth raving about
We work hard to provide support worth raving about. To do that we are always looking for ways to provide the assistance our customers request, but then go just that little bit further and surprise them with something just a little bit more/better than what they were expecting.
Support Factoids
- 84% of our customers are delighted by our support (the rest are 'merely' happy with it.)
- Our average customer has been with us for 18 months.
- 19/20 customers remain with us after their first two months (indicating they made the right choice choosing our service).
- 60% of our new business is by word of mouth (we appreciate that our customers are so happy with our service they tell their friends and colleagues about it).
- 91% of our customers rate us better than their previous host.
- We start responding to most support requests in under 2 minutes.
Examples of RimuHosting support
The following are just some of the things we have done for our customers:
- Installed JBoss/tomcat/Liferay. Helped deploy WAR and EAR Java webapps
- Installed a Rails hosting stack, upgraded gems, troubleshooted mongrel instances
- Configured and troubleshooted email servers. We are familiar with DKIM, postfix, ClamAV, Spamassassin, Postfixadmin, you name it.
- Performance troubleshooting. We find and help resolve bottlenecks. e.g. tracking down MySQL servers bogging down your server. e.g. finding the optimal amount of memory for your server.
- Configure backups, MySQL replication, failover and monitoring.
RimuHosting support philosophy
Our goals are to be honest, upfront, straightforward, work in the customers' best interest, and provide service that delights.
At RimuHosting we work really hard to never say 'no'. We try to help our customers in any way we can to make their hosting setup work the way they need it to.
Do not just take our word for it
RimuHosting customers say a lot of nice things about us.
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By the way, you guys are awesome and have the best response time of any company I've ever worked with. And I've worked with HP, IBM, etc. all on supposed "Tier 1" accounts. Those were full of epic fail. - Chris
Thank you very much for all your help. You guys spoil me. Excellence is so rare in customer service these days and it's a delight to receive it so consistently from you! - Steve
You guys need a paypal tip jar. I love rimu, you guys are great techs, and your VPS setup is keen - Chris
You guys rock. There is no one out there who takes better care of Rails developers. Everything in your Rails stack Just Works. - Mark
Because of your Rails Stack install, you saved me HOURS of time, and I had my app running in less than 30 minutes! That was cool. - Brian
The BBC are hosting their cutting edge projects at Rimu, and we're very happy with the service. - Ian Forrester (Producer, BBC)
I feel I should mention - you guys continue to be a joy to work with. Thanks for running such a terrific company. - Ethan
Thanks! I can really get used to this [kind of support]! You guys are the best. You should see what passes for support at some of your competitors' sites! - Jan
It's been a few months since I've joined Rimu and just wanted to say, it's absolutely amazing. The vps I have is quicker than any of my rackmount poweredge's!! The servers fire up instantly, the network is great, the uptime is amazing. Last but not least, the support. My gosh you guys are amazing! Thanks!!!! - Chris
Typical Rimu service - more than I asked for, and I learned something new in the process. You guys are fantastic. Thank you. - Ethan
Thanks very much for explaining to me what was going on and taking care of it. I really wasn't expecting that, but thank you very much. My second day with a VPS with Rimu and I can now really understand why your customers rave about you! - Will
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I love your simple, solid, and reliable approach. No unnecessary stuff that is in my way. Your support is fantastic. I just had to get that off my chest. Keep up the good work. - Thomer
I have been a customer long enough now to see that the uptime and the CPU performance of the VPS are excellent. I am real glad Rimuhosting is prospering, and you can count on me being a customer for a long time to come. - Lloyd
I love doing business with you guys. - Mike
Wow! You guys are rock stars!! You consistently blow me away with your amazing tech support. Thank you. - Tom
I was actually at the airport when this problem occured, and was most impressed with your speedy response, which allowed me to board my flight knowing the problems had been resolved. You guys rock! - James
I'm in shock. I don't normally get this kind of treatment from a hosting company. - Paul
Day One of the new VPS, and it's AWESOME. I can't believe I didn't just start out with you all. The performance is insane, and having root access on a server is a breath of fresh air. 'Hey, I need X. <installs X>' instead of 'Wheedle wheedle sysadmin please install X.' Rock. - Ming
Oh, heavens!!! A hosting company with PEOPLE ON THE OTHER SIDE!!!!! I've been at Internet business for a decade, and it's the first time I see someone speaking as a person in a inet company. - Pedro
Geez, i thought you guys were doing quite well but with this kind of service I must be your only customer. - Greg
Thank you for the excellent support. My day-job company signed $600M outsourcing deal but the service and support is far from the one I get through you. - Jura
Another thing that has impressed me is how thorough the support tickets have been. After installing Confluence, they sent me a line-by-line account of what they did, in actual English (peppered with linux-speak of course). I really appreciate how they've taken time to explain things to me (so I wouldn't have to ask them again!) - this is something I've seen lacking in many otherwise good hosts. - John
Everything is great. I'm working with Webmin, Apache, and JBoss Nukes and they're great! Thanks so much. I never new until quite recently just how affordable and effective hosting services were. - Charles
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