Bobcares (Poornam Inc)

Caring is truly something that Bobcares practice. I say this because, after completing a specific task, they notified me about something else that needed attention. They sort my permission before they proceeded. My permission was granted and they successfully took care of the issue, and immediately updated me. I was truly happy with the worked they did!
Jul 2nd, 2023

Outstanding service, down to earth attitude, lovely staff and simplicity in excellence!
Jun 30th, 2023

I have been using this service for years for server management, support ticket management, and phone support management. They are top notch and very professional.
Jun 29th, 2023

Very Professional Service. Fixed my issue on my server Thank You
Jun 28th, 2023

I've used Bobcares for 7 or so months at this point, and I really really wanted the service to live up to my expectations, but it hasn't. It has fallen way below the mark. When I signed up with Bobcares, I thought I was taking the stress out of the server management side of my business, and that if I had any urgent requirements that they would be seen to... urgently. 1. Let's talk about the urgent support, first. March 17th is the busiest day of the year for our website. On that morning, we encountered some issues due to traffic volume. I paid extra for urgent support and, after having to keep messaging the team on live chat, eventually got a reply. The problem was, there was nothing urgent about the response. I had to keep chasing them for a reply and, annoyingly, the problem wasn't correctly diagnosed - some simple questions asked when I raised the ticket would have resulted in us finding a solution in half the time. I spent considerable time chasing and waiting for a reply. I let it slide in the hope that this was one negative experience. It wasn't. 2. Now, on to the general requests. What has pushed me over the edge recently was a situation where we scheduled a task for off peak time. The task began 30 minutes after the instructed time, which is fine, but when I logged on 1.5 hours later the server was offline. The team said they 'assumed' that off-peak meant they could have the server offline for a 4 hour task. If this was agreed in advance, that would be fine, but it wasn't. They didn't communicate that this was happening - I only noticed it as I had monitoring set up, so I saw the email when I woke up. The server only came back online when I raised multiple tickets. This is my buisness. This isn't acceptable. They applied 'hours' to my account though. This doesn't account for my lost revenue, however. 3. A total lack of confidence The final straw for me was an incident that happened on June 23rd. On June 22nd, it was agreed that, in order to test out several changes to the server, including a reverse proxy setup, work would be done on a new 'test' server. A snapshot was taken, we stopped all work on our website for a day (it's a busy news website) and the bobcares team went to work and everything was fine. It was then agreed that the new server would be pushed live at an off-peak time. Great. Although I asked the technician on the ticket to ensure that the person who would be carrying out the work was fully aware of what needed to be done, that wasn't the case - the person working on the ticket made only one of the changes. And they made it to the live site. So, we lost an entire days worth of work (we paused making any changes as a snapshot had been taken) for aboslutely nothing and we now require a further 2 hours of server downtime to complete the task. I asked to speak to the team lead who first claimed "I had ensured that George that personally communicated to Ameer (the person who handled the task) on what has to be done'. If that was the case then why wasn't the work done correctly, I asked. The response: 'ya, I over rid it because of the instructions you gave yestrday regarding downtime duration.. am sorry for that'.... and this was despite the fact that this team lead argued with me that everything was done as it should have been. 4. In conclusion I really want bobcares to be a great solution, but it really isn't. A frequent breakdown in commiunication is the biggest issue. As I said previously, I take no pleasure in writing this review - but I've reached breaking point at this stage.
Jun 24th, 2023