Borderline but with strong points
SH started out as a terrific hosting alternative to all the oversold shared "big name" hosts in the world. I've been with SH for nearly a decade and very happy most of that time. But in the past two years, the costs have continually crept up while the functionality and customer service continually goes down. The newest "gotcha game" they play is refusing to take ANY action toward a support request until they can identify the exact problem. Which means you have to stay on chat support and not just explain the issue multiple times, but coach the support rep on how to replicate the issue - because they think every issue is 100% replicatable, which we all know is NOT true. Nonetheless, you may spend 10-20-40-60+ minutes dealing with SH support for even mundane service requests. And it seems no matter WHAT they identify as "the issue"... it's either YOUR fault, or (somehow miraculously) that particular issue is NOT covered in your hosting package - oh, but it CAN be if you upgrade. SH is just another prime example of how customer support has evaporated from the "world of technology" we're all forced to live in these days. I spent a lot of time writing positive reviews for SH way back in the day - because they really did deserve it. EDIT: It is with pleasant surprise that I report SH actually listened to my position (per my insistence), escalated it to the engineering team (per my request), and quickly conceded the logic of / value in my request. That doesn't make me "right" - but it does make me grateful to work with a company that IS still capable of listening thru their procedures and protocols for the value of common sense. Thank you!!!
By The Image D.