完美支持之路
對大多數人來說: 託管不是一種服務, 這是一個 負擔. 按優先順序, 最好的託管:
- 不需要他們採取任何行動 (不需要支持)
- 很便宜
- 很快
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: 他們只想要一台始終運行的伺服器.
託管業只有兩種支持:
- 計劃外支持: 根據要求 (是否緊急), 它需要客戶採取行動, 有時甚至有許多後續行動 ;
- 計劃支持: 這種支持是無聲的, 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. 託管不像軟體: 您不需要文件即可使用它, 因為託管不是一個工具, 這是 消耗的 就像網路連線或電力一樣.
完美的支持是什麼樣的?
它只是一個 積極主動的 支援: a support that is working behind the scenes and would proactively do the work even before a customer raises a ticket. 這正是我們所做的. 僅在客戶要求時才向客戶提供信息. The customer on one hand and the support team on the other hand are both saving a huge amount of time. 👍