JetRails

BACKGROUND

Introduce your business and what you do there.

I’m the owner and COO of an e-commerce website.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with JetRails?

JetRails helped us to host our website, as well as increasing the speed and uptime by organizing the backend.

SOLUTION

What was the scope of their involvement?

The majority of their work was related to the hosting and fine-tuning of our site. One of the specific things they did was switch us over to a server cluster that is able to adjust the load based on traffic and bandwidth being used.

They also recommended Cloudflare as our CDM, because it allows images to be stored in locations around the world to expedite the load time on any given page, which in turn increases traffic retention which increases conversion rates.

In general, I provide them with a lot of input in terms of what pages we need optimized or other specific requests that I have, and they’ve been more than willing to provide consultation across a variety of issues including customer service and general questions that have come up in our work.

What is the team composition?

I’ve worked with a couple of members from their team, including a member of their sales division and a technical lead.

How did you come to work with JetRails?

I found them on the web, and the relationship just worked out very well.

How much have you invested with them?

Our work with JetRails started in 2015 and is still ongoing.

What is the status of this engagement?

We’ve spent between $50,000–$100,000 on the project in total.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The website has had something like a 99.9% uptime, which is really incredible. There are always going to be blips on the radar with that, but the fact that they’ve kept it to those and are able to get the site back up and running almost immediately when they do happen is really impressive.

Beyond that, I don’t have a lot of metrics to point to, but it has always been clear that they know what they’re doing. They’ve also been a great resource for new business for our company, whether they were referring me to a new account or just as a side effect of expanding my website.

How did JetRails perform from a project management standpoint?

Their whole team is incredibly impressive. They communicate effectively and regularly, and if there ever is an issue, they immediately apologize and do whatever it takes to get it rectified. We communicated frequently over the phone and made some use of email, but it always felt as though all parties knew exactly what was going on.

What did you find most impressive about them?

They’ve really gone above and beyond in dealing with more complicated or unexpected issues that have come up over the course of the project. There was one developer in particular who they recommended to me and who ended up not following through on what we paid him for, and they made sure they fixed that situation at no extra charge to me, which I really appreciated.

Are there any areas they could improve?

No, there’s nothing I think they really need to improve. The closest I’ve come to an issue with them is when they are training new teammates and things take a little longer to get answered or taken care of, but that’s to be expected and I don’t blame them for that at all.

BACKGROUND

Please describe your company and your position there.

Big R began as a small family-owned business. We strive to be the dominant farm, ranch, and home retail chain in each of our markets. We carry top clothing and footwear brands, farm implements, feed, firearms, ammo, and fishing and camping supplies. 

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire JetRails?

We hired JetRails to host our Magento 2 e-commerce site.

What were your goals for this project?

We wanted a faster, more stable site. Our previous hosting company was riddled with stability issues.

SOLUTION

How did you select this vendor?

A local certified Magento developer recommended JetRails. 

Describe the project in detail.

JetRails migrated and configured the site, built our development server, and implemented an upgrade to handle the surge in online traffic during the holiday season.

After an initial conversation, the owner answered our questions and asked his technical staff to asses our site. They designed a custom solution that met our needs.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Our site saw tremendous speed and stability improvements. Their solution carried us through our busiest holiday season to date without any downtime or lag. We would highly-recommend JetRails to anyone that needs a hosting solution for their Magento store.

How effective was the workflow between your team and theirs?

It's effective. They are extremely responsive, knowledgeable, and friendly.

What did you find most impressive about this company?

Their customer support and knowledge are second-to-none. 

Are there any areas for improvement?

I can't think of anything.

BACKGROUND

Please describe your company and your position there.

We're a creative agency focused on branding, development, and digital and design production. We work with enterprises, corporations, and startups in multidisciplinary assessments. We help companies and brands go to market, strategize client communications, and refresh their branding and marketing efforts. Our focus is UX/UI design for e-commerce.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire JetRails ?

We work with JetRails daily. They consult on our needs and serve as a strategic partner on client projects.

What were your goals for this project?

Our projects are complex. They require not only a lot of client services involvement, but also solid expertise in technical and server-side elements.

SOLUTION

How did you select this vendor?

Through the years, we've followed the evolution and growth of their infrastructure. We were referred to their holding company in 2001. After evaluating their offerings and expertise, we simultaneously began using and recommending JetRails.

Describe the project in detail.

Several clients wanted to improve their site performance, stability, and security. We have six to eight servers at any time, including also internal research and development servers. JetRails also creates solutions for any enterprise and open-source Magento project that comes through our door. We trust their team for not only our own cloud and server-side infrastructure, but also for our clients' systems.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Their engineering team puts a tremendous amount of effort into our platform, which has improved its reliability and stability. They build solid foundations and hosting infrastructures that grow projects, optimize speed, and increase efficiency. Conversion rates repeatedly improve in direct correlation with server speed, engagement, and user experience.

They've successfully launched multiple Magento e-commerce stores. Through audits and live monitoring, we create predictable outcomes that significantly contribute to our clients' ROI. Their expertise is highly valuable to us and often praised by our clients.

How effective was the workflow between your team and theirs?

We work with their support teams and their data center engineers. Every team is extremely collaborative and efficient, and their execution of enterprise-level support is second to none. They always exceed our goals. Our team enjoys brainstorming, strategizing, and executing with them. They're always attentive, and we have great rapport. 

What did you find most impressive about this company?

The most interesting and valuable part of their service offerings is their graceful, organic scalability. We can expand and allocate resources on demand. I'm also impressed by the personalized service that we receive. Whether we're working with a Fortune 500 company, a small business, or a startup, their team can match our objectives and meet our needs.

Are there any areas for improvement?

I have none.

BACKGROUND

Introduce your business and what you do there.

I’m the president of MageMontreal. We build Magento websites.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with JetRails?

We tried a few hosting companies with mixed results. We were looking for a new hosting company.

SOLUTION

What was the scope of their involvement?

They host around 50 sites for us. We have several dedicated servers with them. They set up the hosting cluster with their higher-end plan. We have some clients there and that’s going well.

What is the team composition?

We have an account manager and an assistant manager who check in regularly with us. Additionally, they have two or three support staff who work on the help tickets.

How did you come to work with JetRails?

We wanted a hosting company that has expertise in Magento, so they could help us bridge the gaps between the programmer and the system admin's expertise. If the system admin doesn’t know anything about Magento, it can be hard to get the proper support or resolve some of the more advanced Magento problems related to hosting performance. We had previously lived cases where the programmer and the sysadmin would ping-pong the problem to each other without resolving it, while with JetRails and a team of sysadmins with Magento expertise, the expertise gap is bridged and the problems are fixed efficiently.

We chose them because they specialized in Magento and their customer service was fast. It was also possible to talk directly to an account manager there and negotiate deals or get a customized approach for what we want.

How much have you invested with them?

We spend $3,000 per month.

What is the status of this engagement?

We started working together in April 2017 and the work is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We’re exceptionally happy with JetRails. Every hosting company in the world can have downtime or need for a scheduled downtime; it’s a question of how it’s handled. JetRails is competent. They take care of it. There’s 24/7 support. If there’s a problem, they’re already aware of it, and they will fix it. As a web development company, we need hosting to not be a problem, and that’s what they’re providing us.

How did JetRails perform from a project management standpoint?

They support us by email or through the ticketing system, and we call them once in a while. We have a monthly call. When we submit a ticket, it varies who answers it. Usually, the same staff who open the ticket close the ticket.

What did you find most impressive about them?

They have Magento expertise. They bridge the gap well with the programmer and the system admin. They’re able to help if there’s a problem.

Are there any areas they could improve?

They could have more storage space for the backups and the packages.

BACKGROUND

Introduce your business and what you do there.

We're an e-commerce business that sells electronic cigarettes, vaping equipment, and supplies. I manage the e-commerce side of the business, both from a marketing and technology standpoint.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with JetRails?

We had site uptime issues with our server support. We’re small enough that we don't have a 24-hour support specialist on staff, so we needed a company that could support us late at night or on weekends.

SOLUTION

What was the scope of their involvement?

They help with a lot of things, and serve a role that I would otherwise need to hire someone to do. We have a substantial amount of traffic and they provide all the hosting for the front- and backend servers. We have a Magento site and they're Magento specialists. They also provide services that help us stay Payment Card Industry (PCI) compliant, which we need in order to take credit cards.

What is the team composition?

We work with several people, both on the account side and from a technical standpoint.

How did you come to work with JetRails?

The relationship started before I joined the company. One of our customers worked at JetRails. He noticed the problems we were having with our site and mentioned he worked for a web hosting company.

How much have you invested with them?

We spend about $3,000 a month.

What is the status of this engagement?

We started working together in 2014 and it's an ongoing relationship.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The site's speed has improved. We now get best-in-class speed and uptime. Where they really shine is that they provide a higher level of support than other hosting providers. There's somebody available 24 hours a day that we can call if there’s a problem, which is something we couldn't afford if we had to hire as staff.

How did JetRails perform from a project management standpoint?

They’re very responsive. We can pick up the phone and always get a real human on the line, as opposed to going through some sort of online ticketing process. Because they know our business and our problems, they can help address them right away. They're very reactive when we've had weird off-hours issues. They'll hop on and fix things even in the middle of the night. We get a very high level of support.

What did you find most impressive about them?

The level of support stands out. Anybody can provide technology; there are lots of good, fast servers out there. We're getting the top tier technology solution but we’re also getting the highest level of support.

Are there any areas they could improve?

I really can’t think of anything.

Do you have any advice for potential customers?

Let them do their thing and you should be good. A company that provides a superior level of support is different from working with someone who does not.

BACKGROUND

Introduce your business and what you do there.

I’m the e-commerce manager for Restaurant Supply. We operate several websites that sell restaurant equipment and supplies.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with JetRails?

We needed to reduce downtime, improve stability, and enhance the security of our sites. We also wanted a team that could help us with customer support.

SOLUTION

What was the scope of their involvement?

They host our sites for us and also handle everything related to site development and maintenance to customer service. We use Magento, and they’ve been able to improve the speed of our e-commerce platforms for us by applying one of their own tools that helps cache pages more quickly. They’ve also improved our site security by installing a third-party software that helps protect against denial-of-service (DOS) attacks.

What is the team composition?

They have a team of three people that I can reach out to whenever I need something. We have a project manager, an account manager, and then someone who helps us handle any customer service issues we run into.

How did you come to work with JetRails?

They reached out to us and discussed the services they offered. Their skills sounded like a match for our needs, so we decided to leave our previous hosting service and switch over to them.

How much have you invested with them?

We pay about $2,000 per month for both websites, which comes out to around $36,000 in total so far.

What is the status of this engagement?

We started working with them in September 2016 and they provide ongoing support.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The biggest change has been related to site performance. Our page load times have dropped from 3.5 seconds each to under 2 seconds, which means our users can get to the content they need much faster.

How did JetRails perform from a project management standpoint?

They’re very responsive and get in touch anytime there’s a question or a concern. We communicate over email and Skype, so it’s easy to reach out to them at any time.

What did you find most impressive about them?

They provide much more comprehensive service than other providers I’ve used in the past, and they’ll implement the solutions themselves rather than expecting you to figure out how to do it. Not only do they provide basic hosting, they handle our certificates and site security, help with maintenance and stability, and offer excellent customer service.

Are there any areas they could improve?

I think they’d be able to grow their business further if they offered more competitive pricing or a broader range of service packages for smaller businesses.

BACKGROUND

Introduce your business and what you do there.

I’m the director of e-commerce for a women’s clothing and shoe company. We cater to young women who are fashion-conscious and focus on trends.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with JetRails?

We had just migrated to Magento and our site was constantly crashing. Our provider at the time offered no help, so it was difficult to identify and resolve the issue. We wanted Magento specialists to host our site.

SOLUTION

What was the scope of their involvement?

JetRails provides managed hosting services and configuration for our Magento platform. They answer questions and address any issues we have at all hours of the day. Our in-house developer consults them frequently.

What is the team composition?

We work with a primary point of contact and around three members of their support team.

How did you come to work with JetRails?

We were constantly researching service providers and eventually came across JetRails. They offered 24/7 troubleshooting services and that was extremely important to us. They were insightful and helpful during the interview, so we hired them.

What is the status of this engagement?

We started working together in August 2017 and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Our site is blazing fast at all times. It used to be slow on mobile and sporadic on desktops. Now, the connection is fantastic and users can seamlessly navigate the site on any device.

How did JetRails perform from a project management standpoint?

For non-emergences, we submit questions through a portal and they respond within minutes. I’ve utilized their 24/7 assistance and called our primary contact at 11:00 p.m. He was quick to pick up his cellphone address the problem. On another occasion, the site was running a little slow due to a large promotion. I called the 24/7 support close to midnight and they helped me out right away.

What did you find most impressive about them?

Their customer service is the best I’ve seen from any firm. They’re always prompt and really care about the site running smoothly. They’ll usually fix a problem before I even notice it. I couldn’t ask anything more from them.

Are there any areas they could improve?

No. They’re doing a fantastic job.

Do you have any advice for potential customers?

Keep the communication open because they’re incredibly responsive. For example, they would’ve been prepared for an increase in traffic if we let know about the promotion in advance.

BACKGROUND

Introduce your business and what you do there.

I’m the online marketing director for National Air Warehouse, which is an e-commerce company that sells air conditioning and heating products.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with JetRails?

We were encountering a lot of technical problems with GoDaddy, our previous site host. Our site was constantly going down, which was impacting our sales. After doing some research, I realized we needed to partner with a hosting company that specializes in Magento. 

SOLUTION

What was the scope of their involvement?

Unlike other hosting companies we worked with, JetRails keeps us updated on any upgrades they’re doing on our site, particularly if it will cause the site to go down or slow down for a period of time. 

They also provide us with a number of services that help with site optimization, including publishing and sharing their case studies with us to help guide us in meeting our traffic and sales goals. They also paid for and configured our cash software to make transactions smoother. Most recently, JetRails has begun reaching out to our customers to do free assessments on how we can improve our site and services.

One of the largest parts of their job with us is ensuring our site’s safety. As we began ranking really well on search engines, our site began to move slower. JetRails immediately launched an investigation into why it was moving slower, digging into our logs and ensuring someone from their team was monitoring the site at all times. They discovered the slowdown was caused by people attempting to spam our site, so they recommended we use CloudFlare, which solved the problem entirely.

What is the team composition? 

We work primarily with an account manager as our main point of contact.

How did you come to work with JetRails?

When I decided to switch over to a host that specialized in Magento, I tried a couple of companies before I partnered with JetRails. They did fine, but they were definitely lacking customer service. 

I began searching online for another vendor and came across JetRails. It was clear from speaking with them that they were very knowledgeable and very invested in their clients, so I decided to partner with them.

How much have you invested with them?

In total, we’ve invested around $10,000.

What is the status of this engagement?

We began working with them in April 2015 and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

While hosting with GoDaddy, our site would sometimes go down for an entire day, which caused us to lose an entire day of sales. We can average about $30,000 a day, so that’s about $30,000 worth of lost revenue. Our site rarely goes down with JetRails, which means our revenue is increased and protected. We save time because we don’t have to worry about contacting JetRails to figure out what’s going on with our site and how we can get it back up.

We also can boast a very fast loading speed on our site thanks to JetRails. They use their Magento expertise to ensure the hardware and software configuration runs smoothly and quickly. That speed optimization has helped increase our site traffic, which has ultimately led to more sales. 

How did JetRails perform from a project management standpoint?

They did an amazing job. After having issues with a number of companies, I had a lot of questions for JetRails to ensure I was partnering with a knowledgeable company. Their support team is available 24 hours a day, seven days a week, and they were more than willing to answer all of my questions with clarity and transparency. We were also able to fill out a ticket for any issues we were having, and they had an extremely fast response rate.

JetRail also remained committed to continual improvement in customer satisfaction. They’ve called us before just to ensure we’re satisfied with their service and follow up on any concerns we had to make sure they provided us with the optimal solution.

What did you find most impressive about them?

Their level of expertise and customer service is what I find most impressive about them. I’ve never felt like I’m disturbing them with my questions. If anything, they seek our input to ensure they’re providing us with useful updates and optimization services.

I also greatly appreciate their affordability. With their level of knowledge and abundance of services, we’re paying a very good price for the value.

Do you have any advice for potential customers?

Follow JetRail’s recommendations. They are very knowledgeable of the Magento platform and make efforts to further their knowledge. For instance, their staff often attend Magento conventions throughout the country to stay up-to-date with the latest technology. That allows their clients to feel confident that JetRail is providing them with the best recommendation to maximize their site’s potential.

BACKGROUND

Introduce your business and what you do there.

I'm the CTO at GrowersHouse, which is a hydroponic supplies company that has a retail store. We have online eCommerce presence and ship products around the country and internationally. We provide both B2B and B2C services.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with JetRails?

The company that was hosting our website lacked support upgrades, so we were looking for a new company to keep our website stable and secure. 

SOLUTION

What was the scope of their involvement?

They migrated our website, its data, all the customer information, and all the code from our previous hosting company to their company, making the migration smooth and flawless. After planning it for a few weeks, they implemented the migration quickly, without causing much interruption to our customers' experience.

Their servers are well-equipped for Magento cart, so when something changes with the Magento website (for example, if we add or remove an extension) or if there is a problem, they quickly identify the issue and fix it. They also provide support if the connection between our website and our bank fails. They host everything, so they do all the daily maintenance.

They added services and new features to the website: they set up page caching programs, including CloudFlare, which stops DDoS [Distributed Denial of Service] attacks and prevents our server and our website from being hacked.

What is the team composition?

We work with a project manager and the owner. Often, their whole team is providing support to us, reaching out proactively to make suggestions.

How did you come to work with them?

We did a lot of research and talked to multiple companies. We had many conversations with JetRails about the features of the website and what they could do for us in terms of migration. Also, they had good reviews from other people that had worked for, so we chose them.

How much have you invested with them?

We've spent between $10,000–$50,000.

What is the status of this engagement?

We started working with them is September 2014 and the relationship is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

The website is 30% faster and gets twice as much traffic as it used to. It's also more stable and secure, capable of supporting the increasing traffic. 

How did they perform from a project management standpoint? 

They're very knowledgeable and have all the skills that we need. They're always there for us, answering our questions right away or following up if they don't know the answers. They're one of the top providers we've worked with over the past 20 years. We usually communicate via email and they use Zendesk as their internal platform.

What did you find most impressive about them?

They're very responsive and provide great support.

Are there any areas they could improve?

It would be great if they learnt more about Magento so that they could help us with that, even though their focus is on being a hosting company.