In my own experience, when I was consulting a company with a physical server on OVH and opened a ticket... Well, you know when you open a ticket, you don't know when they will be answering.
Also, they have an awful ipv6 setup: https://otacon22.com/2016/02/21/two-hosting-providers-ipv6-s...
I used to be a customer for almost 18 months. We got DDos'd twice. On both accounts, they didn't and said they couldnt do anything. The only response was to turn of the server.
Not only that, I tried to work with them on setting up a much bigger distributed environment. I gave them the exact specification of how to setup the network and clustering of the servers. They got it wrong, on multiple times. The Sales Manager who I was working with said on many occasions that I would NOT be billed until the specification was setup correctly and running.
Guess what, we were billed. The setup was never fully completed. I wasn't allowed to talk to the 4th line (network) engineers who were setting up the infrastructure.
In the end, I complained to the top level management with the timeline of events. I saved every email and when read through a chronological timeline. It was clear the sales person was inept and technical didn't do what was required. I never heard anything back.
What was worse, is that we got a partial refund. We lost $2k in total. I told my partner to go back to the bank and demand a charge back. But he had no spine and said we'd eat it.
Never again will I go with OVH and I tell everyone I come across not to bother. Sure they prices are cheap in the beginning, but their support is non-existent and their engineers awful.
I’ve only ever used their phone support, so I can’t say anything about their online support, though.
Tbh, I don’t expect support from them anyway – their dedicated systems are so cheap, for the cost of hosters which provide support I can rent a handful of systems at OVH and have the same reliability (and higher peak performance).
OVH excels at offering lots of resources for a cheap price, but they are awful at support. Think of any horror story and I've either seen it happen firsthand or have heard about it at their forums. Examples:
- One-month back-and-forth with support about a clearly missbehaving hard drive (2MBps sequential transfer speed)
- A whole week of lost "virtual rack" (private lan) connectivity.
- Failover IPs (ip's that you can move from server to server, touted by OVH as a failover solution) stuck in netherland (routing to /dev/null because of some issue) for some days
- Extremely slow High-Availabily NAS speeds for a cuple of days. Afer those days I migrated off that service and never looked back.
At this point, I only hire dedicated servers from OVH. Furthermore, my strategy to deal with any issue is simply to rent a new server, test it thoroughly (important! OVH should do it, but they really don't), migrate everything, and don't renew the old one. In my own experience, this leads to far less downtime and headaches than trying to deal with OVH's support.