flexential.com Reviews 4

Our experience with Flexential has been mixed, and ultimately disappointing. While several frontline engineers were knowledgeable and genuinely tried to help, our interactions management were consistently unprofessional and difficult to navigate. This greatly diminished our confidence in the company as a dependable service provider.
We dealt with recurring performance issues on one of our servers over an extended period. Despite multiple support interactions, the core problem was never properly diagnosed. We continually received temporary fixes that only delayed the same issues from returning. At one stage, we were even advised to take drastic corrective action for reasons that ultimately stemmed from work Flexential had performed earlier.
At one point, we were informed that our server had to be relocated to a different facility. Instead of offering reasonable options, we were told we would need to pay the relocation costs ourselves or risk losing the server. This approach placed an unnecessary burden on us and showed little regard for the impact such a change would have on our operations.
Overall, the inconsistency between frontline support and management oversight made our experience far more challenging than it should have been. While there are capable individuals at Flexential, the broader management approach and lack of long-term issue resolution left us unable to rely on their services with confidence.

We have been long-term users of this service dating back to its original ownership under INetU, followed by acquisitions by ViaWest and now Flexential. Unfortunately, the quality of our experience has declined significantly since the most recent transition.

We are not a high-maintenance client — we open at most one or two support tickets per month — yet even with this minimal demand, Flexential has repeatedly failed to accurately assess or address the issues we’ve encountered. The solutions they propose consistently appear to prioritize their own financial benefit rather than providing a meaningful or practical resolution.

Additionally, several of the “policies” cited as justification for their limited options seem to have been created on the spot, without prior notice or documentation, making it difficult to trust the consistency or integrity of their support process.

Based on our experience, I would strongly encourage anyone evaluating cloud service providers to consider alternative options.

This is an account and opinion of an overarching (and somewhat reoccurring) experience I've had with Flexential over the years.

I've personally witnessed Flexential management make decisions that are contrary to our expectations and contractual terms. We used services from INetU, which was purchased by ViaWest, which was subsequently purchased by Flexential. Flexential bought these companies and contrary to existing contracts, and in other instances contrary to new contracts directly with Flexential, they foisted responsibility and policy changes onto us that negatively impacted our company. In many such instances, Flexential sought to increase fees while also avoiding service levels that were contracted for. In one instance, notice was provided with substantial time to respond; in other instances, the changes were made without notice. Attempts to work with Flexential's 'customer success' team or management at various levels are met with layers of bureaucracy that seem to be intentionally obtuse for the purpose of enforcing the newly formed corporate agenda at the customer's expense.

I cannot in good conscience recommend this company to anyone seeking cloud services. In my experience, Flexential has repeatedly failed to make what I would consider to be appropriate decisions in light of their responsibilities under the operating contract. I feel that they are exclusively interested in increasing the amount of money they receive from us upon every interaction, while consistently working to avoid responsibilities defined in their contracted Responsibility Matrix. This is particularly aggravating because we feel like we are a 'low maintenance client' - i.e., we do not call upon Flexential's resources for issue resolution to any significant degree (I think we make an average of 1-2 service tickets per month, and there are many months where we require nothing). So, when we do need something, and it's been available for years and is available per our contract, it is exceptionally frustrating when Flexential makes up a policy, without notice, that avoids providing managed services.

We used to have a good experience with these people - especially when the corporate entity was INetU/ViaWest. Ever since Flexential bought these companies, our experience has degraded year over year. Such a trajectory suggests to me that they aren't going to get better, so I simply cannot recommend them.

We love Flexential, have been hosting with them for more than 16 years now, service is impeccable, zero down time. I highly recommend them to any businesses who need reliable hosting with great on-site support.