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I don't see any big deal? All hosts I have every been with have problems some times. Rack shack is huge and has experienced growing pains like many.
I still have yet to have 15 minutes of downtime on my server I have had for 4+ months.
I think in the end they admit mistakes and do the right thing. I'm sure somebody is gonna have a horror story once in a while, but again most hosting companies do.
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