Web Hosting Support Options
Web hosting is like a car. It is quite complicated machine which can be enhanced by the driver by adding some functionality. If the car gets broken or not working, who is going to fix it? In the beginning the driver tries to do something himself, but if he cannot find the actual problem, only professional mechanic is needed.
The similar story can be told about the hosting. The customer gets a raw service which can be customized by adding needed applications. If something is not working or working with some bugs, the help is needed to fix all the malfunctions. If customer do not have anyone who can tell where the problem is, the only way solving the problems is asking for professional help.
The hosting support guys are always ready to help, therefore customer write them an email or uses special messenger with live chat to talk with the LIVE person, not machine or robot. Customer support helps customers handling their hosting related issues and give some valuable advice, how to deal with the problem in the future.
Why customer should contact Host1Plus support if any problem or question occur?
- Support managers are hosting service professionals and they know the services from inside.
- Support managers consult with the system administrators, who can check what was the problem.
- Fixing themselves may cause even more problems.
Host1Plus believes that customers deserve professional and great support. majority of international hosting providers usually use automatic responses to the customer problems. We do not concur with such practice and believe that no matter what hosting plan customer has ordered, he/she must get the best support.
Only professional support makes the service provider trustworthy and valuable, therefore we will do our best to help our customer and make them 100% satisfied with all our services.
How Host1Plus Handles the Issues
Have you ever wondered, how the any inquiry is handled and how it gets resolved? Host1Plus’ support managers is glad to explain how they actually work.
In the beginning there is a question or problem message. Host1Plus Support managers receive it via email or Live chat, also by phone from UK and US customers. They always keep the forum open and if any support related question is asked there, they observe the discussion as well.
Once the inquiry is received, the actual problem is located. Saying “my account does not work properly” does not tell support manager what is the real issue. there can be some communication between particular support manager and customer in order to crystallize the problem and make it clear.
Once problem is clear the support manager is looking for the possible solution in Host1Plus knowledge base. 90% of problems are repeated, therefore there is a chance, that other support manager has solved it before. The solution is provided according to the possible solution. If the solution is not found among the most frequent ones, the support manager is checking the user account to see if the problem is still there.
If the support manager cannot solve the problem, he consults the system administrator, who manages all the servers. System administrator logs in to the customer account as top level admin and tries to fix the problem.
If additional data is needed, the support manager asks the customer to provide it.
Once the problem is solved, the customer receives the confirmation, that it has been solved, with short instructions in case it happens again and can be solved by customer himself.
All the communication is recoded into a special ticketing system which allows solving the problem 24 hours a day and even the shift of support managers is changing. This also helps to formulate an answer to similar inquiries in the future. No papers, sticky notes – just professional answers from support professionals.
Why Host1Plus Got The Best Support
If comparing Host1Plus with other hosting providers Customer Support will be the biggest difference. Why it is so important to us? Why we want our Customer support the best in the world? Why we invest lots of resources to this server?
The answer is quite simple. The cloud hosting era has just started. In future it will be more popular and people eventually will get used to the hosting services which can be managed by any employee, not a overpaid system administrator who is a server professional. Simplicity of cloud hosting services sometimes gets overestimated and customer faces the problems and asks lots of questions. Only those companies which will be able to provide the quality and professional support will be trusted and will make long partnership with the happy customers. Hosting services are getting cheaper and cheaper, therefore the price will not be the main issue which determines the real value of cloud hosting. Live support by live people will be.
Host1Plus also has agreed on an idea that all the customers are important despite their plan size or money paid. Support is the institution which makes the customers happy and satisfied as services run in the same ways in almost all hosting companies.
Professionalism and positive attitude make Host1Plus’ customer support the best in the world.
