Is 24x7 Support Important to you?

EasycPanelHost said:
I don't know how some web hosting companies get away with saying they offer 24x7 support but don't. I have come across many companies that all clam the same thing but at the end when it comes down to it they are not there when you need them.

My question is if they have a live chat button on there site and I see there sales team offline, that is an immediate sign they are really not there 24x7. If a person is qualified to manage a server is he/she not qualified to sell a product?

Also how can a network be monitored if you don't have a staff 24x7?
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From being a sales consultant for datacenters typically Sales Chat is available fewer hours because it doesn't make sense from 9:00 PM to 8:00 AM to be paying someone to sit there. Also, sales & support engineers are a different breed. I'll disagree with Steve. Support guys know the product; however, they typically aren't the best individuals to sell it. Sales people are creative and support technicians are normally logic thinkers.

As far as live chat buttons go. Just because support or sales are not on live chat doesn't mean there isn't someone in the helpdesk. Smaller firms typically will investment in network monitoring and systems that will allow for bells, pagers, and phones to go off during non peak hours. This allows them to save money and be available when their are emgencies. Let's face it, e-mail account setup at 4:00 AM is not an emergency. A webserver being down on the other hand is.
 
We're providing 24/7 help desk and support for all shared and dedicated servers with an emergency phone contact. Live Sales support is available mon-friday during business hours. A lot of the time people come into sales chat looking for a live tech but as another poster mentioned there is usually a difference between the technical and sales side. It doesn't make sense tying up a server tech in live chat especially if something requires a recompile.
 
AH-Nick said:
It doesn't make sense tying up a server tech in live chat especially if something requires a recompile.
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In my opinion, you hit it on the head. From what I have seen over the years most are understanding of sales being normal business hours. Why tie up a tech to do sales that can wait. My most important asset is my customer base. Current customers come first and new ones follow closely.
 
we have 24/7 support but not sales.

our sales is regular business hours plus evenings but no sales overnight. Typically there is just not a sales demand at 3am.
 
24/7 Support is one of the most important things in hosting business.
I always vote for Ticket Support, it Guarantee quality of support. Because on Live Chat operators cannot handle everything so fast and so good. And imagine situation when there is 5-10 clients on chat at same time :/
Phone Support is fine too, but a little bit expensive solution for both sides (provider and client).

So, I think that every hosting company should provide 24/7 Ticket Support. Clients need to know that they are in "safe hands" no matter in which Time Zone they live. Live Chat and Phone Support is just additional plus for company.
 
some company can outsource the 24 hours support for handling sales.

but for the technical, it is the best to have your own staff handling for it.

it is surely cost you more!

but it is always good investment for future client credits!
 
hostgoza said:
some company can outsource the 24 hours support for handling sales.

but for the technical, it is the best to have your own staff handling for it.

it is surely cost you more!

but it is always good investment for future client credits!
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I agree. Because some of the customers nmight not be happy at all with such things.
 
24x7 Assistance is really important when it comes to Hosting. It is really important for you to get Assistance at Critical times especially when your website is an E-commerce website which mostly requires 100% Uptime. Hence, it is suggested that you choose a Hosting provider which offers 24x7 and a Fully Managed Hosting package/Server.
 
One thing I have noticed is that if you ask too detailed or technical questions to the 'sales' department the answers so far for me have been inadequate, slow or even ignored.

Makes you wonder. Questions or a dialog to ascertain feasibility, gosh I want to go from wishful thinking to hard facts as sure as possible.

As my turn matures to be at bat, I think I will make my FAQ the longest little book on the site.
 
Maevus said:
One thing I have noticed is that if you ask too detailed or technical questions to the 'sales' department the answers so far for me have been inadequate, slow or even ignored.

Makes you wonder. Questions or a dialog to ascertain feasibility, gosh I want to go from wishful thinking to hard facts as sure as possible.

As my turn matures to be at bat, I think I will make my FAQ the longest little book on the site.
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That is becuase the host your asking the question(s) has no idea what their doing.
 
Hi 'romes'!

How come when I click on your signature link, 'www.fusion-hosts.com' I get this?:

Secure Connection Failed

www.fusion-hosts.com uses an invalid security certificate.

The certificate is not trusted because the issuer certificate is unknown.

(Error code: sec_error_unknown_issuer)

* This could be a problem with the server's configuration, or it could be someone trying to impersonate the server.

* If you have connected to this server successfully in the past, the error may be temporary, and you can try again later.

Or you can add an exception…"

End error message:

It is with Mozilla Firefox, Firefox/3.0.10
 
I think its one of the key issues on the tech side of things, but not so much on the sale side of things.

I see many hosts have sales dep on a 9 - 5 time scale but tech support 24/7 within a few hours it will take to reply.

But, As always a host is only as good as the data centre they are in... depending on the support within the data centre for any hardware issues that need fixing.
 
I'd say definately it's 24/7 is useful and critical to having a successful business, but it can get carried away or too hard to maintain if your staff is too small. If you have a large base of users and they're constantly asking questions, insanity is bound to happen on your end.
 
Of course! It is so important to e-commerce and other business sites. One minute down time could means losing an important customer. So need to connect and get help anytime. 24/7 is a great feature of hosting. that' all
 
Maevus said:
Hi 'romes'!

How come when I click on your signature link, 'www.fusion-hosts.com' I get this?:

Secure Connection Failed

www.fusion-hosts.com uses an invalid security certificate.

The certificate is not trusted because the issuer certificate is unknown.

(Error code: sec_error_unknown_issuer)

* This could be a problem with the server's configuration, or it could be someone trying to impersonate the server.

* If you have connected to this server successfully in the past, the error may be temporary, and you can try again later.

Or you can add an exception…"

End error message:

It is with Mozilla Firefox, Firefox/3.0.10
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I'm not seeing that here with IE. I'm seeing a valid certificate issued April 18th - thru 2010.
 
Sorry for the late reply, but some people are having trouble viewing my cert with other browsers. I can guarantee you that the cert is real and the site is secure! Also, if you were looking for a hosting provider I hope that issue does not sway you away from Fusion-Hosts. That issues does not bring down the quality of service and support I promise you!

Also, thanks for responding steve.


If you wish to view my site (some people tell me this works) use http instead of https or just plain old www. with nothing at the begining.
 
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