IDrive (Compute) has a flawed process…
IDrive (Compute) has a flawed process on 'abuse' claims, which can heavily cost your business.
I have a SaaS company and purchase VPS from different cloud providers to host our services globally. I just had a Black Friday weekend sales running and have noticed on Saturday morning that all six servers in LA and Miami have been suspended, which has heavily affected our sales.
I created a support ticket and tried to escalate it via chat support. The chat support said they couldn't do anything, since another team is handling technical support. It took them 7 hours to come back to us.
They told me the reason they had to suspend the entire account was that somebody raised an abuse claim against one (!) of the servers. Other professional cloud providers like Hetzner or ShockHosting would pass on the claim to the customer and give them 24-48 hours to explain themselves.
But IDrive takes the law into their own hands and suspend all servers at once without any communication. At the very least they should suspend the affected server and not the entire account.
Imagine you build your entire business on their cloud and a competitor raises an abuse against you, without any further enquiry they suspend your entire infrastructure.
I complained about this by email and didn't hear back from them for another 15 hours because they are clearly understaffed on weekends. And the best part is they finally replied: "We have resumed all VMs except the one with the abuse claim." In other words, we still can't access the affected server to check the logs to see what has happened.
They have no understanding how the abuse process should work and play judge, jury and executioner. This has badly hurt our business in this Black Friday sales weekend, and we started migrating all the servers to a different cloud provider.
In all fairness, they had so much decency to refund all the servers after this incident, since I had already paid one year in advance.
Overall:
+ Reasonable cost
+ Fairly fast servers
+ Nice dashboard and UX, but sometimes servers get stuck when restarted and you need to raise a ticket.
- Incorrect process on abuse claims, leading to suspension of all servers instead of the affected one.
- Technical support has very slow response times
- No weekend support if something happens on weekends or holidays, you must wait a long time before hearing back from them.
