24/7 fake or bull?

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vpscheaper

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If you can share an example of a web hoster that in pre-sales promises an awesome 24/7 but when you buy their product you find out the most tickets you get replied in a day are 2 and no support service at night please exchange ,my example of fake 24/7 is burst.net
I hope you can share yours.

I know there will be plenty since this is the hosters favorite pretty lie that is actually an acting rehearsal prior mean because some play role characters as real actors telling you the company is in Singapour or India when is actually in USA

CaMeRa LigHtS AcTiOn!

hot host that dont reply tickets because are in bed all the time
instead they should say well we are 24/7 fake but no bull
we are filmimg some pornos

DONT DISTURB!!!!!!!!!!!
 
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Unfortunately, there are many providers that claim 24x7 support but do not actually offer it. If possible, it is smart to try submit a ticket to them in the early morning (ie. 3 or 4 AM) to see how quickly they can respond.
 
Yes, there are many providers are promising for 24x7 support but don't do it. :( Probably they cut cost of support (outsource). I have seen many providers hire a single 'support guy' and cover only 8 hours of support instead 24x7. :crash:
 
Personally I can't see how providers can't offer 24/7 support if they are that of more than a one man band, be it outsourced or in house. As offering such a commitment is as simple as correctly and appropriately managing your HR assets, an example of which being, despite the initial outlay...

Blackberries/IPhones and other PDA/Netbooks, many companies both in and out of the hosting industry ensure that their staff carry such devices almost everywhere with them, and with a central server or call centre (physical or virtual) it very quickly comes together.

Meaning staff don't have to be office bound and can be "out of hours" answering support/ sales requests on various methods of payment for their time, or in some cases inclusive in their contracts.

Ultimately meaning staff can work from home, reduce: office costs, pollution, travel times etc....

Couldent be easier? :D
 
csn-uk said:
Personally I can't see how providers can't offer 24/7 support if they are that of more than a one man band, be it outsourced or in house. As offering such a commitment is as simple as correctly and appropriately managing your HR assets, an example of which being, despite the initial outlay...

Blackberries/IPhones and other PDA/Netbooks, many companies both in and out of the hosting industry ensure that their staff carry such devices almost everywhere with them, and with a central server or call centre (physical or virtual) it very quickly comes together.

Meaning staff don't have to be office bound and can be "out of hours" answering support/ sales requests on various methods of payment for their time, or in some cases inclusive in their contracts.

Ultimately meaning staff can work from home, reduce: office costs, pollution, travel times etc....

Couldent be easier? :D
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Majority of hosting providers are a 1-man operation though - that is why they can't offer true 24x7 support :smash:
 
Prevention is the best solution. Having a service that doesn't require much support is key. Make sure that when an account is created, you have provided links and the information needed so that they can get everything setup and started. If you have an active KB, link them to that as well.

Set your autoresponders to display important information, and links regarding general support questions. Since we manually create accounts to help prevent fraud, our automatic emails from WHMCS clearly highlights this information to prevent tickets simply stating, "Why is my account not active?", etc.

While we're new, we're able to offer this, or atleast 'claim' 24/7 support due to a few things.

A few people are available in different time zones to provide support, and I also receive text message notifications of new tickets, so even if I am sleeping I will be awoken by my overly loud and obnoxious message tone so that I may respond in a prompt manner.

Others offer it by having staff available during normal business hours, and not having any 'response guarantee', so if you submit a ticket at 2AM, and they are available at 8AM to respond to your ticket they can claim a multitude of reasons as to why it took 6 hours to respond (We were busy, we were dealing with tickets with higher priority, etc).

In reality though, it shouldn't be too difficult to truly offer this. A good cost effective option would simply covering all the support you can personally, and have an outsourced company handle support in the 'off hours', so long as that company has a proven track record of reliability and professionalism.
 
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vpscheaper said:
If you can share an example of a web hoster that in pre-sales promises an awesome 24/7 but when you buy their product you find out the most tickets you get replied in a day are 2 and no support service at night please exchange ,my example of fake 24/7 is burst.net
I hope you can share yours.

I know there will be plenty since this is the hosters favorite pretty lie that is actually an acting rehearsal prior mean because some play role characters as real actors telling you the company is in Singapour or India when is actually in USA

CaMeRa LigHtS AcTiOn!

hot host that dont reply tickets because are in bed all the time
instead they should say well we are 24/7 fake but no bull
we are filmimg some pornos

DONT DISTURB!!!!!!!!!!!
Click to expand...

From BurstNET
What type of support do you offer? Average Response Time?
BurstNET™ offers support to our clientele 24/7/365 via toll-free phone, web based ticket system, email, & AOL Instant Messanger. We strive for response times of no more than a few hours for general support issues. Response times of just a few minutes are quite common during normal business hours, or for reboots/emergencies. BurstNET™ has recently implemented a web based support ticket system, which integrates all incoming support email into it. The ticket system tracks support inquires by "time waiting" for response from the support dept. The BurstNET™ administration carefully monitors that the BurstNET™ support staff maintains a fast response time, with courteous and helpful service.
Click to expand...
Please provide a verifiable example of your issue with them.
 
burstnet is a reputable dedicated hosting provider however due to huge client base there can be some problems sometimes with your ticket response time but kindly provide an example of the issue you had with them and how they handled it?
 
henry71 said:
burstnet is a reputable dedicated hosting provider however due to huge client base there can be some problems sometimes with your ticket response time but kindly provide an example of the issue you had with them and how they handled it?
Click to expand...

The fact that they are a large provider is no excuse not to offer reliable support to their customers. If they have to, they need to hire more staff
 
If I said tat burst.net was a 24/7 fake is based in expirience,Im not here to surprise anybody by the way you guys you didnt mentioned which was ur 24/7 fake........??
I thaught you would share this
anyway I know this requires money to have the guts to poromise this but it takes shame to fail and be abscent to clients whenever they need support burst.net is a simple example of non shame intranets that get money by not fair deals as they got mine,you can believe or not but if you talk to me about this rather share ur expirience and tell me who is ur 24/7 fake,well I mind not to deal with this fake services
 
Most companies really do have 24/7 service. Usually its e-mail support. But thats fine because its still gets the job done. As long as there is someone there all the time to help you get the job done. Thats what should matter.
 
24/7 support means that the company claims any representative to be available always. That can be through ticketing system, email support, phone support or live chat. Sometimes the ticketing system/email reply can be delayed but if you need something urgent best is to check if the company provide phone/chat support or not. It can be easily checked by submitting a query anytime to see if its actual 24/7 support or its just a marketing thing.
 
I haven't seen any major host advertise 24/7 support and then not provide the same after hours. It could be and apparently is true from the comments and personal experiences posted above, but only for companies that are operating on a much smaller scale and don't have the manpower or resources to man their helpdesks at night.

You can't run a web hosting company without it. Servers can go down at any time and other problems can arise without notice. Someone should always be on duty monitoring servers and answering support tickets at all times, otherwise you'll get negative reviews and claims of false advertising which is bad for business. Billing and sales queries can be delayed by a few hours because they're not as critical as support issues, but most companies prefer to handle sales as rapidly as they can because of the competition that exists in this industry.
 
There are many many web hosting companys out there that say they offer support 24/7 and they will always fail to offer it and after they have you waiting they will say there were full with support tickets and you were last on line.
 
IMHO the problem starts with the customer itself. Customers keep searching internet for the "Cheapest deal" and on the other hand they want all the bells and whistles along with that same $50 server. Big boys can afford that but they dont provide cheap server and small companies can provide low cost products but they will always lack the support and after sales service. Now keeping that in mind i dont think cheap and best get along at all.
 
There are 2 levels of 24/7 support. Is it 24/7 Live Support or Ticket Support.

That makes a major difference. The answering time might go from 5 minutes for tickets to 5 hours, but technically it is accepted 24 hours a day.

There are companies that offer 24/7 Support that is a mix between Live Chat and Tickets, which is really the ultimate way to go, it cuts costs dramatically for the provider, thus allowing good service at a cheaper rate for the consumer.
 
I wouldnt agree with that. Consumers want knowledgeable & well educated support for there troubles, alot of 24/7 support services these days they just put any'ol person in the chair give'm a book to go by and call it a day.

I hate discussing issues with someone who dosnt understand the problem but reads off dialog, I rather use tech support through tickets/email for the right person to help me with the issue. I remember Dell years ago with the calls in india... wow lol.

24/7 should be only mandatory if it gets the right people intouch with the person who needs help.
 
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