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How to Assess a Web Hosting Company's Customer Support
By John Lenaghan
One of the key characteristics of a good web company is 24x7 technical support. This support shouldn't be limited to hardware and software issues but also things such as integration with payment gateways, installation of SSL certificates, help with extra features like autoresponders and RSS feeds, etc.
Unfortunately, the technical support at most web companies is not up to the necessary standard. Many of them make big claims but they often don't invest enough in their support staff and systems.
Some hosts aren't even really companies - they're resellers who are essentially a middleman between you and the company on whose servers your site is actually hosted. These resellers have to take your issues to the company when something goes
wrong - adding to the time it takes for a resolution.
Before you choose a web host, you should put in a little effort to assess the quality and competence of the host's technical support staff. If something goes wrong with your website, it's these people you'll be dealing with.
What You Should Be Checking
Call their customer support and inquire about the host's maintenance routines and availability, as well the support person's professional certification, years of experience, years working with the host, etc.
Even if you aren't very technical yourself, you'll get a good feel for the quality of the staff by asking a few questions. The way they answer your questions is as important as the actual answer they give.
Ask the person you're speaking with where they're located as well as the location of the web company. The support staff are often in a different location than the host, and this can sometimes lead to additional time when there is a problem that needs to be resolved. They can't just walk down the hall and talk to a network admin.
You can also ask if the support staff are working for the host directly or if they're hired on a contract basis. If they are on contract, it can be a sign that the technical support is outsourced instead of handled in-house.
If you are put on hold a lot by the support person, it could be an indication that they either don't have enough support staff or the "first line" people are not well trained and have to look to a higher level for answers to difficult questions.
Make sure you do your research before deciding on a host. If your website goes down in the middle of an important event, you want to know that you can talk to someone who can get you back up and running sooner rather than later.
John Lenaghan writes about web page hosting for personal and business sites, and other website hosting topics on the Hosting Report website. Find out more at www.hostingreport.org
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