I’ve been with ScalaHosting for several months since migrating my company's digital infrastructure to a "Managed Cloud VPS". While the server performance is solid, the support experience has become a "hit or miss" lottery that is costing us time and security.
We are currently dealing with a malware incident across several subdomains. I want to personally commend Nikola K. (L2). He was professional, transparent, and went above and beyond to explain exactly what Scala could do—specifically offering to remove malicious files once identified. This is the "Managed" service I pay for.
However, the moment the ticket was escalated to Valentin P. (L3), the support stopped. Despite his senior rank, Valentin has been dismissive and seemingly lazy, flat-out refusing to perform the same cleanup tasks that his L2 colleagues already proved were possible. He ignored the ticket history and tried to upsell me to third-party services instead of handling the server-level remediation I am entitled to under my plan.
It is disappointing that I have to reach out publicly for consistency. I know Chris R. (CEO) and Hristo G. (QA) have built Scala on the promise of superior managed support, but that promise is being broken by L3 agents who refuse to follow through on the work their own team started.
I don't need a "dedicated malware specialist" to delete a junk folder or replace a core WP file—I need an L3 agent who is as helpful as the L2 staff.
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