FEEDBACK RESULTS

I found no problems working with such a professional company, any problems I have had with my account they have helped me solve super quick.

It took me a short while to realise that while one document said my payment was due in 30 days, the account was not set up until the payment was received. I don't think there's anything wrong with this, but if it was set out when I was signing up, perhaps is should be more obvious.

We're are planning to make all sign-up, reminder and invoice emails a lot clearer.

Usually forget password for this area as only used a few times a year.

You can use the forgotten password feature to retrieve this password, and you can also change your password once logged into the client area.

When I pay by BACS, there sometimes is a delay between reconciling the payment in the billing area

We manually go through BACS payments every few days so there sometimes be a few days delay.

I pay by standing order, and often get "reminders" to pay bills that have already been paid.

We manually check BACS payments every few days which means there can be delays. We plan on making our auto-nag system a lot friendlier!

Queries are dealt with promptly and resolved quickly.

Seem to recall some minor problems with the old version of the site - nothing of late, and yes, "always been very helpful."

Excellent instant setup - much better than some hosts I've used in the past which have taken days to set up my account.

Always fixed in good time :). Definitely better than the last services I used.

I needed VPS, but I noticed Orchard are doing that soon so I'll keep an eye out.

We plan on releasing VPS hosting in March.

Even when the hosting centre was running on its standby generators once, due to some excavation having caused a problem with the main supply, I received an email notification informing me that there was no other standby available. There was no interruption to service, but it was reassuring to be kept informed.

Our data centre has backup power supplies and redundant connections to the network, see the network page for more information.

There is sometimes minor downtime -I have a downtime checker running. Things are always back up quickly.

I do have problems occasionally but usually with 99 user permissions etc. Overall, the service is excellent!

User permission problems are normally down to installation of Joomla, opening a support ticket lets us add a script to the server to fix this.

Notifications of downtime receive prior to disruption.

We always notify clients of planned downtime.

Very quick and extremely helpful advice which is much appreciated.

We always try to provide helpful 'non-stock' responses to support tickets.

Always provided detailed but simple support whenever needed. Excellent.

Friendly and efficient.

Extremely quick and diligent at sorting out any issues.

Always a quick response from Orchard. I have used other companies in the past and I would be waiting days for them to respond and it slows everything down.

Always respond quickly and even took the time to explain some very simple things to me :)

Pretty much any problems I have faced have been due to human error on my part. Despite this I have always found the technical support friendly and helpful.

Very very good. extremely responsive and helpful.

Good response time. No annoying scripted responses. Genuinely helpful.

A telephone contact would be good.

We provide a telephone number but prefer clients to use the support ticket system, this lets us have all the information to hand automatically, and lets us deal with the support issue most efficiently.

Superb service every time without any exception. Weekends are long sometimes without support though.

Although we don't guarantee support during the weekends, we are workaholics and can be found answering support tickets out of hours quite often.

Your team really know their stuff, and help out even for customers with entry-level requirements!

Questions answered promptly even when it may take several days to resolve, tech support keeps you updated of developments including reasons for the delay.

I once set high standards for Which? tech support, so have low expectations. Orchard easily meets the high standards, so impresses me greatly.

Everything has gone so smoothly that I haven't need to ask for technical support!

Very user friendly

Now that I have been with you for years, I am pretty good at doing most things myself.

Little help suggestions would be helpful if you do not understand the terminology used.

cPanel has a help section and video tutorials, many popular questions are answered in knowledge base. cPanel is admittedly a little daunting at first but it's getting easier to use on every release.

cPanel is certainly the easiest web admin system I've encountered.

CPanel is OK, it's a standard interface across hosts but it isn't the best laid-out in the world

I'd like the accounts to have more disk space.

All our new packages have at least 3 times more disk space and at least 10 times more bandwidth than are older packages, and this has been the case for almost a year.

Genetically clone Tom and have loads of them working 24/7.

We are working on this.

Absolutely first rate. Would recommend Orchard Hosting to anyone.

Very satisfied.

No need for improvement, Orchard is absolutely fantastic. I can't recommend them enough!

More than happy with the service regularly recommend Orchard Hosting to new internet users

Feel comfortable and reassured - but from a position of ignorance that is not worth much. Its all too complicated to keep up with. Just keep the sites as secure as you can. I notice there was much angst over some Joomla weakness in 2009

There was a internet wide problem when a security hole was found in Wordpress. We issued a warning to ask our clients to upgrade as soon as possible so that their Wordpress sites wouldn't be exploited.

I think you should have your domain tool on the homepage.

In January we put a domain look-up tool on the homepage.

Would like to be able to use SSH (I live outside of the UK and use SSH to stream UK TV).

Clients have access to SSH on our dedicated servers and VPS packages, however, we wouldn't allow the use of SSH to stream UK TV. Sorry!

Offer a unlimited account for people with several websites. I have one at ******** that's about $5 pcm for all the hosting/bandwidth I want, complete with full cpanel etc.

We don't believe in offering unlimited reseller accounts, as nothing can be truly unlimited as you're always going to be restricted to disk space and bandwidth allowance on a server. Often unlimited accounts have 'fair usages policies' to adhere to in the small print. US hosting is cheaper than UK hosting, but UK servers are faster to access than those overseas.

DNS control from cpanel would be ace. Or is it there already and I've missed it?

For all domains purchased in the last year, you can control the nameservers for the domains from the client area. New accounts can also edit the DNS records using the Simple Zone Editor from within cpanel.

Continue to do what you are doing by speaking with your clients...maybe a forum?

We have always operated a customer forum and it was relaunched a few months ago.

The domain renewal process is a bit confusing, with autorenew domains still triggering warnings that they are going to expire (and those warnings not mentioning at all that they are set to autorenew) - so today I got an email asking me to visit the site to arrange renewal, at the same time as an invoice for the automatic renewal. Could this be improved?

We plan to make renewal emails and all other emails a lot clearer.

I'd like to see add-on prices. E.g. Extra storage purchase etc.

This will shall be considered and will inform all clients if introduced.

It's an excellent service.

Windows servers? I have a couple of accounts with 1&1 including a windows VPS. Would be nice to get the good service I get from Orchard on a windows platform.

We don't plan on support Windows servers in the near future.

Keep it personal!

We pride ourselves on keeping it personal, and have no intention of changing what so ever.

Orchard is fine in general BUT you took so long to implement PHP5 that I took out reseller hosting with another company. Even now I cannot see anywhere on your website which says what version of PHP is currently available - if I needed to use namespaces, for example, are you running PHP5.3?

You can now see what version of software we are using on the software page. We are currently using PHP 5.2.11 and continue to upgrade versions when ever each stable and tested release is available.

Please don't change anything. I value the personal service I receive and I'm always impressed with the speed of response to any technical queries. I recommend Orchard whenever the opportunity arises.

Excellant service overall. I've tried a lot of different low cost hosting companies over the years and Orchard is one of the best. Keep up the good work!

With such a big gaming community out there these days, it might be good to produce a decent set of tools for "clan management" to help build up a name and recognition.

We are looking into offering game servers, as we realise there is a large market for it, but it will be a completely new area for us, so we'll have to do a bit of work first, and possibly start gaming ourselves!

The only issue is notification of invoices due. I have missed payment before as I must have lost any notification that invoice is due for payment. Great service!

Invoices are sent to the email address client's sign-up with, reminders are then sent another 4 times if the invoice is overdue.

Keep up the great work guys. I've always found you to be very helpful and you're providing a great service.

I have been using Orchard for several years now and always recommend the services to others as it provides excellent value for money.

Great Job well done. I dont feel that I'm dealing with a faceless team but people who care and are prepared to support me and my business.

When a domain comes up for renewal remind me once not time and time again if I don't get back and pay renewal I don't want it. I also find some of the renewal notices threatening and aggressive.

We are planning to make all our automated emails regarding invoices and reminders a lot clearer and friendlier.

Carbon-neutral hosting would be important to me. Considering Reseller, but my clients far prefer RoundCube to Horde & Squirrelmail.

We're still discussing the best way to offer carbon-neutral hosting as which ever route we choose won't please all of our clients. We will be doing something though. Reseller packages let you use RoundCube, Horde or Squirrelmail. Users can always install and skin their own installations of these systems.

Overall very satisfied. I'm no web expert, but I managed to get up and running without too much difficulty. Orchard Hosting comes across as a friendly and accessible company. Which is what people like.

Fantastic company, I always recommend you to friends/family. When on the odd occasion I have needed assistance I get a personal response that actually replies to the points I made in my email which is a very nice personal touch and I have always had a reply the same day . Not a generic "Dear Customer, blah blah" that takes days to arrive like some companies use. I wouldn't even bother filling out a feedback form if it was from any company other than yours.

The procedure for domain transfers could be made clearer so that it is easier to bring domains over to Orchard Hosting.

The process to transfer UK domains is very easy, but we shall update the procedures in our knowledge base and forum and welcome emails.

Very friendly and good service. What more could you want.