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October 19, 2006, 10:23 pm
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After being caught in the MIS meltdown, I moved about 30 sites to a
HostNine.com reseller account. One of my clients had e-mail problems and
insisted I move again, which I did, taking all of my sites to HostGator.com,
which has done a good job.
I then e-mailed HostNine with a cancellation notice, with the reason. To my
shock, I got a phone call from one of their staffers. He apologized for the
problems I'd had, and explained that they run very tight security on their
servers, including a setting on their e-mail system which slams the door on
what it sees as signs of hacking. My client had a number of employees who
had Outlook set to poll the e-mail server every minute, and the server "saw"
that a danger sign. If the client had set Outlook to a less frequent rate,
or if I had alerted HostNine to modify the security setting slightly, the
problem would have disappeared.
In the few weeks I was on HostNine I was impressed with the friendly,
knowledgeable and helpful attitude of their support folks, and was floored
that they would care enough about a $20/month client to make a
post-cancellation follow-up phone call.
I have no connection with HostNine or HostGator, except as a customer.
Re: HostNine - Wow!
ahh - yes, there was a blazing row in here a few years ago with two (that
I remember) hosts going head to head over this 'issue'. Of course they
were both wrong and despite the obvious excellent customer focus @
hostNime so were they - setting a mail server like this (or in any 'not
usual' manner) needs to trigger an alert to the customer rather than a
block in the first instance. The customer has every right to poll his
mail server once a minute, the host has every right to block the attempt -
what should happen is that both parties discuss the needs and
implications. The host has all the information and should initiate the
No sense in pointing to the Ts & Cs - by then the customer has gone.