Hosting with telephone support

[AlphOmega]

Had to deal with an issue for someones website. Needed support from their hosting provider.

What surprised me is there is none of this support ticket crap, just picked up the phone and spoke to a human being who solved the issue right there and then. The person I spoke to was extremely helpful and polite and gave me his full attention. This has to beat sending a support request and awaiting a response - nothings better than getting something dealt with immediatley.

If anyones looking for a new hosting provider then I suggest check out http://bpweb.net/ Their servers seem much faster than the average shared host as well

 

[creospace]

As long as the good service holds up , I guess a thread worth reporting back on in 6 months - consistency is key really.

Same with server speeds, who's to know you have used a server with hardly anyone on it, again wait 6 months

 

How is a Helpdesk "crap"?

We don't offer telephone support and don't plan too anytime soon either, not down to the prices we charge either. We find email/helpdesk support much more efficient than telephone support especially when dealing with problems involving certain errors/URLs. Hardly any of our customers have a problem with us not offering telephone support as we reply to tickets within minutes rather than hours.

With telephone support there is no easy way to log things or record the calls. A good Helpdesk offers much more such as a Knowledge Base, Live Chat, Troubleshooter and Downloads System.

I personally wouldn't trust any provider that offered "unlimited" disk space and bandwidth.

 

[JustOneUK]

What surprised me is there is none of this support ticket crap, just picked up the phone and spoke to a human being who solved the issue right there and then.

I have previously had support from 1and1 who host millions of sites. Just pick up the phone and voila! every time. OK, they are probaly based in India but as long as they answer AND fix the problem....

they also offer a whole load more than 5GIG bandwith/month for £20 :|

 

[Zii]

I know Carl doesn't offer telephone support but the comments on this forum show his support is nothing short of amazing.

My dedicated servers, whom I have been with for many many years, are with an international hosting company who offer 24hr support. They have let me down in numerous occasions and on one occasion it was really bad. So much so I could of sued them - however bigger picture and all that.

 

[bernielady]

I have a support telephone number which customers can call, but i do state that although its there, its only for emergencies really (downtime etc) and that the ticket support system is preferred by us as we can log and solve the support requests in minutes, and can also build up a knowledge base from the logs to identify where we can enhance our support and how.

But if customers ring the number for any form of sales/support enquiries, i'm hardly going to turn them away.

Kind Regards,

Mike

 

[AlphOmega]

I only made this post as I was that impressed with the way this company dealt with me.

Telephone support will be helpful over ticket based systems for many customers. For example if there is a problem I would like to able to speak to the hosting provider and get enough detailed information explained to me before my clients start contacting me.

Just phoned them again and talked about moving one of our resellers to them. Spoke to a different guy but just as helpful. Apparently they have just upgraded all of their servers to quad core opteron. Seems like they take server hardware seriously as well - nice to have websites on the latest fastest kit.

I am just saying here that it may be worth looking at these people if you are looking for a new host - thats all.

 

[brownie]

I personally wouldn't trust any provider that offered "unlimited" disk space and bandwidth.

Having worked for 10 years at a telco, who is also a major backbone player, in their hosting NOC it's a fact there is no such thing as unlimited bandwidth.

I must have forgotten disk space is free now.

 

[RedEvo]

Our dedicated server providers have a great ticket system and 24/7 telephone support. You get to speak to someone within a minute 99% of the time - not that you need to that often.

Can't recommend them highly enough.

d

 

[stephendoyle]

i host with webattention and have to say as soon as i send a support ticket marked urgent they then call asap usually within 5 minutes.

i prefer telephone over email. a decent set up will record and log calls automatically and have all the statistics.

as long as everything is sorted out quickly i dont suppose it matters.

 

[ken_uk]

A hosting provider who advertises unlimited space will be relying on the fact that it will not be used by anyone...

If anyone out there is using a host that is advertising unlimited space, all you need to do is fill that space up, and see how 'unlimited' it really is.

You will either fill it, then get kicked of the hosting, or get kicked of the hosting before you fill it.

If anyone does find any host out there that really does have unlimited space, let us know, so we can inform the Guiness book of records, and sign up!!

Pretty much the same for unlimited bandwidth, as soon as you exceed some limit they have, they boot you... Or more likely they throttle your site so its so slow, bandwidth is not a issue for them...