Instead of publishing a comprehensive review, which I think would not be reasonable given the short-term experience (3 days) I had with PSM, I thought about giving an overview of the brief experience itself, and letting all of you decide for yourself. Same if this is the type of server administration service for you or not.
I enrolled with PSM on the 13th at 14:15 PM (GMT + 2).
My account was activated and I received my activation email on the 14th at 4:02 PM (GMT + 2), approximately 26 hours later.
I sent 3 tickets over several days. In each case, the initial response of a technician is always quite fast, but these are always the typical type of responses "I am investigating …".
Although its website states that its average resolution times are "3 hours," the times I experienced were typically much longer.
After not receiving any update / resolution on my third ticket after 7 hours, I sent an email to the PSM team:
I signed up with you 2 days ago, but I am finding resolution times on tickets very, very slowly.
My most recent ticket (#############) has been open for 7 hours without any response / resolution. Is this typical?
An hour later I received the following response by email:
As you are a current customer, if you have any questions about our response time or questions about a specific ticket, you must log in to the members area and send a new ticket to the Comments department and one of our supervisors can help you more.
This seemed a bit odd, but I did it.
At this point, it is worth noting that they use their own patented help desk system, and once your account is canceled with them, you no longer have access to your tickets or any of the responses you or they sent. Whatever the reason there may be for this, it surely makes it much more difficult for customers to produce a record or present a case against them without any information or evidence.
An hour and a half later I received the following response by email:
This ticket was sent to me regarding your complaint.
I am sorry to hear that you feel that our response times are very slow, however, as indicated on our site, tickets can take up to 24 hours to complete. He says that the average is "3 hours", which would be in the course of all entries throughout the month. Some tickets will be less, some tickets will be more, the only official guarantee is within 24 hours.
Your first ticket number was completed in 4 hours
Your second ticket number was answered within 25 minutes
Your third ticket number was answered, started and entered in 15 minutes and only 7 hours have passed so far.
As you feel that these times are "very, very slow," as he said, our service as described on our site would not be for you. I will continue and refund your payment now in full and wish you the best with another provider.
If you have any other questions, feel free to email us at firstname.lastname@example.org
When questioning if the very slow resolution times I had been experiencing were typical, Patrick immediately canceled my account with PSM, without asking questions.
Unfortunately, Patrick does not mention the resolution time for ticket # 2. Only the initial response time to my ticket. Perhaps because it was never resolved or took more than 24 hours. I remember that this was the slowest of the three entries, which caused my email on the third ticket, but unfortunately I can not remember the exact times and I can no longer refer, since, again, I do not have access to your ticket system .
Take from this experience what you want.
According to WHT reviews, it seems that this type of experience is not uncommon, p. https://www.webhostingtalk.com/showthread.php?t=1245728