iMountain 1 year review

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This web hosting review was started by Phil McKerracher on 2009-02-23 08:32:28:

I’ve had a shared "Solarcluster 5 Lifetime" account with iMountain for a year, hosting low-traffic "community" sites, including shops, a blog, forums, CMSs, mailing lists and photo galleries. Here are my impressions so far. I’ve concentrated on things that are different from previous hosts I’ve used (mainly cheap cPanel shared hosting).

Summary
Pros: Very good support, fast servers, solar powered
Cons: Mediocre reliability, price, file permission issues, no forum

Pre-sales and pricing
I found iMountain here on WHT after searching for a host with a good reputation for support and reliability. I was initially impressed by the consistent fast loading of their demo Gallery site, and by their solar powered and "clustered" hosting. However, their prices (for 10 domains) were above my budget and they had problems connecting to Europe (see http://webhostingtalk.com/showthread.php?t=649322), which put me off. I signed up after they fixed the bandwidth problem quickly, and I discovered there was a 50% discount offer, and a "lifetime" subscription option (both now withdrawn) which made their prices more competitive.

Migration
Moving my sites over to iMountain was not entirely trouble-free. They don’t offer to do the migration for you and I didn’t yet have SSH access at either end, so I had to download all the files and database contents from my old host and upload them again to iMountain by FTP. This took many hours, especially since my local ISP (Virgin) decided I was "abusing" my connection and silently throttled my upload speed to 128 kbit/s! Manually recreating all my databases and mail accounts took some time in the unfamiliar (and buggy) H-Sphere control panel, and some of my sites ended up offline or in maintenance mode for several days.

Support
Support quality is definitely one of iMountain’s strong points. They claim all their support staff are Level 3 and up with 15+ years experience. It’s all done by e-mail and can therefore be a bit slow (sometimes hours for a response), but they generally get to the root of every problem and work to find a workable solution, unlike other hosts I’ve experienced, where it can be a constant struggle just to get a problem acknowledged, let alone fixed. They’re also pretty good at monitoring servers, which means it’s worth waiting a while before raising a trouble ticket. There’s no phone support, instant messaging or user forum though. There’s a tiny knowledgebase, a blog and a ticketing system but they’re barely used.

Speed
Generally, my sites have been much more responsive since moving to iMountain, and this is the main reason I would recommend them. I’ve only raised three "sites slow" tickets in the last year and they’ve all been fixed quickly. At previous hosts, applications that should load in seconds would regularly take minutes or time out completely. Indeed, iMountain proudly state "…we can handle load surges from Digg, SlashDot, etc. When your site is getting the hits of a lifetime, we’re here to make sure your visitors get through…". So far I haven’t tested this, though! Ping times from the UK are consistently about 180ms (monitored by http://fruk.net).

Reliability
I’ve been monitoring one of my sites at 5 minute intervals for a year (http://www.hyperspin.com/publicrepor…/23749/1/65188)
and average uptime has been about 99.5%, which is about the same as my previous hosts. I’m a bit disappointed by this - I had hoped that by paying a bit more and moving to a more reputable host I would see some improvement in uptime. I’m still getting some website users urging me to move to a "more reliable" host.

Reliability is supposed to be one of the advantages of clustered hosting, but the "clustered" hosting that iMountain offers only means that the web server is separate from the database server, mail server etc., not that there are redundant servers that can take over if one of the servers in a cluster fails.

File permission issues
Once my sites were up and running, an annoying problem kept recurring - I would come back later and find some of them down or showing errors. It turns out this is due to iMountain running PHP as an Apache module, which means that files created by a PHP application when someone visits the site (such as cache or log files) can’t subsequently be modified or removed by it. It’s a well-known problem, and the solution here is to simply raise a support ticket every time such a PHP application is installed or moved to get it fixed (not sure exactly how, sorry). It’s all a bit slow and inconvenient. It also affects updates - you have to overwrite the application in situ, instead of doing a clean installation and renaming it.

An alternative solution is to configure the entire site to "cgi mode", which can be done from the control panel. This solves all the file permission issues, but the big disadvantage for me is that it’s no longer possible to override local PHP settings (even using a local php.ini or ini_set), which means register_globals is always ON and the timezone always PST, for example.

Certificates
I found that iMountain’s security certificates for shared SSL, secure mail and FTP connections etc. are all self-signed, which means you get a warning popup whenever you try to access them - a showstopper for an e-commerce site. I haven’t encountered this at previous hosts, and when I raised a ticket they said it would be too expensive to fix this on every server, but I could buy my own certificate and install it. I only needed it for one site and they were good enough to give me a free static IP for it, so I was happy with that, but be careful if you’re planning to host lots of secure sites with them. For email access I’ve simply gone back to unencrypted connections.

E-Mail
Incoming mail is filtered with SpamAssassin and ClamAV and works pretty well. Outgoing mail is sometimes blacklisted though (e.g. by AOL and madasafish), which can be a pain - I’ve had to redirect some mail to users on these domains to go via googlemail.

There’s no real support for mailing lists (but no silly limits either) so you will need to install something like phplist or Dada Mail if you need them. There was initially no support for mail "domain forwarding" (all mail for xxx@mydomain sent to xxx@mysynonymdomain) but they enabled it when I asked.

Control panel
The control panel is H-Sphere, which I have found quite capable but buggy. Obvious things like file uploads, moving directories and CHMOD sometimes don’t work, and very strange things can happen if you try to move and rename things too quickly. Also the menu structure can be very obscure - CRON jobs are found under "FTP User", for example.

Backups
There’s no real support for backups - users are expected to make their own. I found a script to do mySQL backups, but file backups are harder because large directories will time out if you try to zip them. The options seem to be FTP (slow and not very reliable) or rsync (needs SSH access and a unix box).

Solar power
The power supply is not 100% solar - they still connect to the grid, but they sell back almost as much power during the day as they buy at night, so they are still "greener" than most.

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