Martin
Very disappointed in Astra
Very disappointed in Astra. When I first enrolled they were great. Once they got their money, the very first time I really needed them, I had zero response. I ended up spending hundreds on having a contractor fix the issue that was caused because their upgrade system. The worst thing was, there was no phone number to speak with a single person. Their chat was dedicated to sales. --------------------- Several days later, the system is up apparently but still disappointed in the response time. If I use godaddy or Amazon AWS, there are numbers I can call. In an emergency situation where the issue was caused because I hit UPGRADE in their admin, I would expect some way to contact them. Astra, you should seriously consider some level of support to address upgrade related issues. I move from 1 star to 3 because they resolved the issue (I think).
Response from Webprotect.aiJun 13, 2019
Hi Martin, I'm Joy from Astra and I did a thorough investigation of the situation and sadly found that comment you've written isn't true or coming from facts. Since you've reviewed us here & we really value Trustpilot - I'll be giving a detailed explanation of your case here so that anyone reading this understands that this is a mere trick to want an upgrade as you've been trying to do since the very start. TL;DR You've been continuously asking for service/feature that either is not in your plan or not in any of our plans altogether. The first one being phone support which only comes with our business plan but since very start you've been asking us to explain steps given on our website on phone even though we requested that we'll be happy to get on a chat and explain. Regardless, our engineer did call you over Skype and did a Teamviewer session as an exception. Now again you wanted that and strong-armed us to call you again otherwise you'll put a bad review. Sadly, we can't make that exception every time. A Few Facts: 1. You've been using our firewall since last 7 months & it has stopped 6300+ attacks on your website 2. Your plan did not include phone/Skype support and yet our engineers gave you a Skype support + Teamviewer support session because you just weren't willing to talk on chat 3. Apart from call support you raised 9 tickets with us till date (this does not include chat sessions) which were replied within 6-hours on an average. The latest ticket was on 08/06/19 and before that 4 months ago and 7 months ago before that one - and every time replies were consistent so when you say that our support changes with time it's not correct 4. You've been continuously expecting us to do development stuff for you which is NOT what we do and should be done by your developers. As an exception we've done a couple of changes which were critical for security and took a few hours of our engineer's time As a business owner yourself, I hope you understand that you can't be offered which isn't in your plan and you can every time strong arm the company by saying you'll give a bad review to get delivered to you what's not in your plan. It's simply not ethical.