Hi Jacky Tan,
Thank you for your review.
Here, we reply to your issues highlight accordingly.
From the review, we could see that you have experienced downtime recently. However, we are unable to trace your name with Web Hosting - Premium Plan in our system. We appreciate if you could provide us your registered name/email for further investigation.
Besides, regarding on 99.9% Guarantee Uptime was a joke that you mentioned, industry standard uptime formula is calculated based on period of 365 days. VPS Malaysia promise 99.9% Guarantee Uptime, although there are chances of 0.01% hardware failure, configuration or etc might happen in a year. Our Support Team will try their best to prevent and assist on our customers’ issue.
All enquiry and request via live chat and phone call will be logged into tickets and submitted to our Support Team. Tickets will be queued in line and replied by our Support Team personally. This way allows our customers to track easily and communicate with our Team effectively. We have reflected your waiting time as mentioned above and recorded for internal improvement.
Regarding on the doubts of 9.8/10 ratings based on our quality and reliability, our reviews are 100% true and honest written by our customers after trying our products and services. At Hostadvice, user’s trust is their first priority. Companies can't pay to change or delete reviews.
VPS Malaysia’s pricing is best and competitive in the market, and we never sacrifice uptime and server quality and tend to provide excellent support for our customers. We truly apologize if our services did not meet your expectation. Rest assured, we will keep improving our services from time to time for our customer's experiences. This will be recorded for our future enhancement and we appreciate of your feedback.
