I just wanted to point out an interesting article by Blake at EZPCRepairandConsulting.com .  He talks about some things that went well and some things that didn’t go so well initially when he setup Sugar CRM on Inmotion Hosting.

SugarCRM on InMotion Hosting

July 25th, 2009 by Blake Urmos

I have been using SugarCRM on dedicated servers for several years. I find it to be the most cost effective (free) customer relationship management solution out there. Having root access to these servers made installation and configuration easy. When it is hosted remotely, things can become a little hairy. I chose InMotion Hosting because of their extensive support for content management systems and was told on the phone that SugarCRM would work.

I personally like doing business with InMotion Hosting and highly recommend them.  However the challenges that Blake faced seem to be indicative of the challenge of doing business with Inmotion.  They are great, but sometimes in their attempts to be heroes their tech support team will make a fix like this.  Even more problematic is their tech support will not always communicate with other techs, let alone document it in a ticket and almost never call the customer and let them know what’s going on.

They have some good people, but their processes seem to need some fine tuning to avoid the challenges of a hero culture.  Its fine when someone jumps in and saves the day, but far better when the machine is oiled so well that it doesn’t need saving.