However, they don’t seem to be so reachable when issues need to be escalated – when you need them the most. I cement my comments earlier about Intermedia’s attention to resolving issues with the PLR’s directly with Curt’s reply to call the generic PLR Customer Support number.

In actuality, Curt Mark (above) is assigned to our account. Not sure why Curt is reluctant to “step out” into the social media space with his full name.

On a more positive note regarding Intermedia….

For all VAR’s looking to offer Hosted Exchange the reality of the matter is many of the Hosted Exchange Providers have issues with their systems and infrastructure.

While we have had issues with Intermedia’s uptime in the past (several in a row in early ‘09) the past 6-8 months have been very solid.

Out of the providers in the market, Intermedia is the “grey back” of Hosted Exchange and continues to roll out innovative solutions like their AD link and try to be “first to market” with their recent launch of Hosted Exchange 2010.

I will admit my earlier comment in October was more a “rash reaction” to the pain & cost we experienced after they made
an upgrade to their PLR control panel and took a week to clear
the issue with very limited feedback as to the cause or status.

If you are looking to start offering Hosted Exchange services, Intermedia will be your best partner.

Ty Bohannon
Chief Technology Advisor
LinkedIn Profile: http://www.linkedin.com/in/tybohannon
TwitterBizCard: http://TwtBizCard/SwiftPoint

Thank you both for your feedback. We value your partnership and would very much like to speak to you regarding the concerns that you have. Customer support and service are of utmost importance to us. Please call us on our private label client relations line at 800-379-7729, option 6.

How long have you been hosting with Intermedia?

Can’t say we have had the same experience. Even
though we have phone numbers and emails to key
people in the organization. We often hear no
response from our relationship manager or the
VP of the Private Label Reseller group.

We have working with them since 2006 (Reseller No5) and can’t wait to migrate off.

Their development team constantly breaks things in the Control Panel and has a lack of urgency to clear issues. We often don’t find out about it until a customer calls with an issue. We then login to the control panel to investigate and things are changed, broken, or greye-out to the point that even if we call into support
the support team can’t make the changes.

If it were not so time consuming and risk prone to migrate our customers off (some of our customers have 30GB of storage) we would
have done it sooner.

If you are starting out offering Hosted Exchange, I would not start with Intermedia as your partner.

The Directory Link software from Intermedia works great, syncing passwords and usernames down to the client’s server… and it’s free. Unfortunately whenever the user changes their password you have to reconfigure the whole profile to avoid the password prompt when opening Outlook.

I would be excited to hear about any exchange hosting company who is taking advantage of the sign on API Microsoft put out.