Is 24x7 Support Important to you?

24/7 support is absolutely essential. Now a days you do business of have people on your site 24/7/365 cant afford to be unreachable. I think that should only be a standard in the industry
 
NETEL_MAX said:
24/7 support is absolutely essential. Now a days you do business of have people on your site 24/7/365 cant afford to be unreachable. I think that should only be a standard in the industry
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You would think so, but that's probably not going to happen anytime soon. Having support 24/7 isn't nearly as important as having support staff available who can resolve your issues quickly. I was with one provider who was very quick to respond on livechat, but could never resolve anything.
 
romes said:
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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Thanks, http works!!

Edit: it works until I click to a new page and then when I take the 's' off the address bar it only displays a very plain and distasteful striped down page?

My browser is Firefox, version 3.0.10 upon Windows XP
 
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Being a working partner of a support firm, I must say, 24/7 is absolutely important. Sometimes, I think even if 24/7 ticketing or chat support is not there, 24/7 server and service monitoring should be there. Reason is if you are not truly 24/7, how come you will fix a ftp failure which happens at midnight your time (assuming you are not a nocturnal!!)

The 24/7 support you mentioned is infact a vague term.

In my pov, the 24/7 service priority should be as below,

24/7 server and service monitoring
24/7 ticketing support
24/7 chat support - technical or live sales

We have a few clients who has our tech people do live sales chat too. Haven't had a complaint so far. For a dedicated server provider, they usually tell us the margins which we can offer to close a deal. Compared to VPS or shared hosting provider, sales chat is tough with a dedicated hosting provider, without a proper training.
 
Live support and 24/7 support are different things.

You can have a 24/7 Ticket support team with a good time response (10-15 minutes) working for you, but now live support.

Both have the pros and cons
 
I agree, you should pull an "all nighter" and check periodically if their chat ever goes offline, or call them in the middle of the night to see if they are "true" 24x7 support. I've been on multiple hosting sites where they have a live chat option, and it says it's offline. Some companies state that they are working on it....but really I don't think so.
 
tangerine said:
You can have a 24/7 Ticket support team with a good time response (10-15 minutes) working for you, but now live support.

Both have the pros and cons
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What are the cons of true 24/7 ticket support with a 10-15 minute response time guarantee, out of curiosity?
 
Knowing that the company you just bought a product from always has someone there anytime of the day is a load off, these are "one" of the vital things customers look for in a company.
 
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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What really makes this thread interesting is the flack the OP is taking on other forums over support issues.
 
Important if it works!
Be careful, Some Webhosts will only offer it as a Support Route and not Sales/Billing.

A Questionable debate but you need to look into companie who offer 24x7 support if those avenues are the same.

That is my OPINION not advice.

Sean
 
My customers require 24/7 support, and they submit tickets to us in the middle of the night. A couple of staff members helped ease the pain of waking up in the middle of the night to do a ticket.
 
24x7 Support

Hi,

Usually sales team is only to monitor google adword and for sales queries coming on live chat. Otherwise if they are offline they still work and reply by mail if you ask them.
If you are asking that how can they monitor their system then it is not a true question. For monitoring their are admins in everygood hosting company who need not to be online for live chat. But if you say that support team is online it means they are ready to help you while they are not doing sales actively. So its good thing for you as they are taking care for you if you are the client. Its the requirement of every client.
 
To me as a customer, it's not very important. As long as my support tickets are answered within a few hours or the day, I'm happy. ^^
 
24/7 support is essential IMO. If a customer has an urgent issue, he/she would want the quickest support possible.
 
I think this the 24x7 support is important for me. Because i would like the receive immediate supports in case there are any hosting issues occurred.
Yes, of course a hosting company needed to have a team to work on 24x7 shift to to provide supports to clients.
 
Im sure everyone wants a response immediately, but sometime its just not possible unless your a big company. Unless there are people who don't need sleep, or hire people on the other side of the world.
 
You do not need to hire other people on the other side of the world. It is all done by the hosting provider itself.
Like many people said, most of the hosting company are only providing 24x7 email and ticketing support only.
But for me, what makes 24x7 supports are live chat or live telephone supports for the clients. Some hosting issues can be solved immediately or it might takes 1 or 2 days in some cases.
 
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