Pros
A Small Orange was a small company that focused on higher end offerings with high-touch support and incredible response times (around 15 minutes for ticket replies, instant chat access). Employees were happy, customers were happy, and it was overall a great thing. Douglass Hannah then purchased the company via the assistance of the Host Gator CEO's investment contribution. -Employees directly under ASO are awesome, including management -Lots to learn -Quality medical/dental/vision benefits -Fair PTO
Cons
Fast forward a couple years. Doug has sold out to EIG and abandons ship, response times are awful (12-24 hours for tech, week+ for billing), morale is awful, excellence is no longer striven for. ASO had quickly turned to a commodity host that merely sees support as a burden of a department. By the use of high response times and other methods, they're attempting to weed out the customers that have a high demand on support by offering them awful service. -Industry bottom wages, $14/hr for tier 1 and 2 techs. -No opportunity for advancement -Remote workers all laid off (with 2 months notice, which was nice) -Owned by the profit-hungry EIG conglomerate -Extreme customer dissatisfaction -A focus on numbers, not quality -Abysmal internal communication -A sales team that does what they want, at the expense of others