Web hosting and cloud service provider (mt) Media Temple recently announced a slate of new products and services designed to further enhance customer experience and provide time-saving solutions for small businesses, entrepreneurs and enterprises. The pitch displays all the typical hype expected of such pronouncements, extolling the VPS platforms as next generation, high-powered, incredibly fast, and loaded with features.
While maybe true, the platitude arousing my curiosity centered on a summation attributed to (mt) Media Temple president and COO Russell Reeder:
In response to the rapidly changing technology and expansion of cloud technology, we are constantly improving our hosting products to meet customer expectations and demands, whether it is a Fortune 500 company or an individual entrepreneur that wants to bring an idea to life.
When you combine our enhanced DV platform with the premium technical support you get with CloudTech, it's easier than ever to run a successful digital business. We are innovating on digital infrastructure so our customers don't have to.
While webhosts lending out their tech support to dig around someone else’s code isn’t a novel idea, the circumstances and complexity surrounding any particular request will often determines the willingness to partake. Anybody working around the web for any length of time has heard their web host’s tech department reiterate that support is not provided for third party applications . Maybe Media Temple debut of their CloudTech™ Premium Support deserves at least more than a cursory glance.
Technical Support as a Service
The new CloudTech™ Premium Support service is described as a one-of-a-kind technical service platform that provides customers solutions by certified CloudTech engineers at the application code level and includes a state-of-the-art 24/7 multi-channel support system. the company is providing CloudTech as a deeper, more in-depth level of service and access for issues and improvements beyond the wide-ranging scope of services the company already provides.
The marketing speak uses commercialese to describe what is in essence, pay to play tech support with an usual twist. The VP of Customer Support at (mt) Media Temple Robert Gregory does a little better at the plain english:
Third-party application-level support is risky business. Our customers trust us to provide support at the server level and now they can trust us to handle the complex issues that could slow down or even crash their applications.
This level of comprehensive end-to-end technical support is the foundation of what (mt) Media Temple calls "Technical Support as a Service" (TSaaS™). TSaaS helps (mt) Media Temple take the burden off of its clients by going beyond just identifying the issue, but also offering a solution.
Okay so they don’t actually say they'll fix it!
Musing the concept of TSaaS, I wonder how the product will be perceived by the many developers and tech types attracted to (mt) Media Temple’s product lineup. Competition towards their own services, or possibly indifference... a better them getting the call at 3am rather than us attitude?
Media Temple clients can subscribe to TSaaS on a per instance basis as the need arises, or on as an ongoing perk. Media Temple hasn’t responded (yet) to an email regarding the costing of TSaaS.
Onto the VPS Platforms.. What's new without faster!
Media Temple has simplified their VPS product line by consolidating and eliminating some things. Superficially they removed the parens () ornamentation and got rid of the version numbers. The VPS products formerly known as (dv) and (ve), have become DV. (editor’s note I have no clue what the acronym DV stands for.. possibly Deja Vu!)
The DV Managed is the latest iteration of (mt) Media Temple's VPS hosting platform and brings affordable managed hosting to those who need it most – small and medium sized businesses, start-ups, and innovators looking for a digital infrastructure platform that allows them to focus on their ideas, not their servers.
On the technical side, LAMP applications run 25% faster than the previous version and backups and maintenance complete 10X faster as well. DV Managed is pre-loaded with the most popular software packages, including CentOS, Apache, MySQL, PHP, Perl, Python, Ruby, Postfix, YUM package management, and Plesk Panel 11 from Parallels.
From the managed perspective, DV Managed comes with a generous service level agreement (SLA) that may set the standard in the industry – the (mt) Media Temple 20/20 Uptime Guarantee – promising 99.999% server availability 24 hours a day, seven days a week.
Along with the SLA, DV Managed customers, during the first 30 days of launch, will also receive the CloudTech™ KickStart pack (a $237 value) – a 1:1 CloudTech consultation, an Advanced Performance Analysis, and a comprehensive Security Audit – to ensure that their platform is running optimally. Pricing for DV Managed, including all upgrades, guarantees and promotional CloudTech services, remains the same starting at $50 per month with no commitments required.
DV Developer, formerly known as (ve), streamlines the DV platform for speed, performance and efficiency. Packed with the same upgrades as DV Managed – 25% increase in LAMP performance, 10X increases in backups and maintenance, and industry leading software packages including Ubuntu, CentOS, Fedora, and Debian – DV Developer also provides rebootless updates - upgrade kernel and reboot without downtime, improved stats using vSwap, and unlimited scalability by removing the previous 20 service limit per account. DV Developer customers will also benefit from the new (mt) Media Temple 20/20 Uptime Guarantee. Pricing for DV Developer, including all upgrades, remains the same starting at $30 per month with no commitments required.
Rounding out the DV lineup is DV Enterprise, formerly known as (dpv) Nitro. DV Enterprise is a high-powered, incredibly fast single-tenant VPS hosting solution available with Plesk Panel 11 or without. Pricing for DV Enterprise starts at $2,000 per month with no commitments required.
"We are on a mission to make things more simple for our customers," said Demian Sellfors, co-founder and CEO of (mt) Media Temple. "We now offer managed services so businesses can focus on what counts most, and we also now offer streamlined platforms that allow developers to reach their goals faster. Our new DV is the most efficient digital infrastructure we've ever built."
(mt) Media Temple clients can provide their feedback here.