IceWarp Reviews 32

Very well developed web server, very-experienced support and good prices - it's really worth to switch on IW.

Highly recommend!

I inherited my Icewarp server and after relocating the box to new host, did a clean install of Win Server 2016 Essentials and fresh install of Icewarp. Things worked well for awhile and then there was an update - Deep Castle 2 build 3.

Immediately, IW started throwing fatal PHP errors and ODBC (yes!) errors. I could no longer see my user message queues, the blacklist/whitelist database would not show any entries later than ?/?/2019 and more.

For more than a month I have been trying to get support. Their Zendesk support system has totally broken down with email threads all over the place with one guy saying this, another that, etc. All in all, this has been the WORST support I've ever had to deal with (elder geek here).

Currently, I'm in a pi**ing match with one tech telling me that another tech had responded last week and I'm supposed to reply to that email to get a remote support session....and on and on!

As fine as their software may be, the support business model has completely broken down unless you are on their $3600+ annual support plan (oh, that gets you only 8 hours of support, 5 days/week). We didn't buy the SLA support and I don't expect IW to drop everything to support me for every little configuration issue. But, when the IW code is throwing errors, I expect someone to be fixing it soon.

I am surprised there are not more reviews about this service. I was looking for an alternative to GMail and these guys pop-up. Straight away the sales were arguing with the support about whether I should be assisted with migration. Eventually a lame attempt at supporting me was offered by sales which failed and no support was offered.

So I paid for my own migration support - it turns our GMail have their own migration service - but IceWarp didn't even mention it.

Migration took around 3 weeks - once completed someone from support help me finalise, but the service had their temporary domain name, not our own?? When I queried it, the response was that I should have been clearer! I am not sure if there is any client out there looking for their temporary domain name in their emails. The support guy didn't care, eventually, a support guy in the US picked it up and solved it for us. The support are very under qualified.

Having spent 3 weeks - I pushed on.

There were several other incidents, but let me share the best. Immediately we were having deliverability issues. One was that Hotmail and other MSM addresses were rejecting our emails and our mitigation. We made multiple attempts (the same thing in reality) but MSN were adamant. As we had just taken on the service and not sent out so much as a newsletter - there must have been spam sent by someone else - we needed a new solution.

The support person, Petr, told us:

"So if there been some spam, it must be from your accounts."

That's enough. He then used some technical jargon about what he could offer, without any support on how or when it could be implemented, or the potential impact on delivery.

This is the worst service I have signed up for, I was promised a call by head of support. I'll leave you to guess what happened there. It's supposed to be a business solution. The support was so bad, and it would have cost them a lot less that the impact of this review to sort it out. Please please please - seek an alternative if you don't want to waste a month of your time and effort.