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For most people: hosting is not a service, it is a burden. By order of priority, the best hosting:
- does not require any action from them (no need for support)
- is cheap
- is fast
This is why we are keeping the human interaction with the customers to a minimum, whether they have a shared hosting plan or an instance support plan. Most customers do not care if you have just patched their system: they just want a server that works all the time.
There are only two kinds of support in the hosting industry:
- unplanned support: on request (emergency or not), and it requires an action from the customer, sometimes even many follow-up ;
- planned support: this type of support is silent, it is triggered with alarms and the customer does not have to do anything.
The second type of support above that will ultimately replace the first one. Hosting is not like software: you do not need a documentation to use it, because hosting is not a tool, it is consumed just like an internet access or electricity.
What would the perfect support look like?
It is simply be a proactive support: a support that is working behind the scenes and would proactively do the work even before a customer raises a ticket. This is exactly what we do. Information are given to the customer only when requested to do so. The customer on one hand and the support team on the other hand are both saving a huge amount of time. 👍