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Why hosting is not a commodity

Author: ; Published: Jan 10, 2012; Category: Managed Hosting, PCI Compliance, Security, Small Business; Tags: , ; One Comment

With that many web hosting providers, it can be easy to get into the mentality of well, a computer is a computer, and automation is automated… therefore hosting is a commodity… and therefore it all comes down to who has the best price for the amount of storage, traffic, and generic feature sets.

Yet, behind all of those web hosting provider businesses are stewards who set up and maintain the security (or do they?), who set up and maintain the infrastructure (or do they?), and so on.

Real customer service

Author: ; Published: Dec 2, 2011; Category: Customer Support, Managed Hosting, Small Business; Tags: ; One Comment

A few days ago, a new Progressive commercial caught my eye. It is the one where “the other guys” insurance company claims they invented what Progressive does before anyone else. You see their pants catch on fire; and I’m reminded of an old childhood memory of Liar, Liar, Pants on Fire.

Then between Thanksgiving day and just the other day, I’m hearing about how NTT/Verio has thousands of accounts completely down for days with phones not being answered, back end status reports not being updated, etc. And that brought back memories of other companies — in one way, shape, or form — stating they provide customer service or fanatical support or some other catchy “marketing” phrase. Yet, they turn out to be like career politicians who say what they think voters want to hear.

The last time I checked there was approximately 30,000 hosting providers in the United States alone; a number of them stating they are “managed.” I’m sure if you asked each one if they provide good customer service, they will answer yes. But what does that mean?

What is “real customer service?”

How to insure you get the most help from support

Author: ; Published: Oct 24, 2011; Category: Customer Support, Managed Hosting, Managed Services, Reseller Hosting; Tags: ; No Comments

“Anything that can possibly go wrong, does.” — One of Murphy’s Laws. You know it happens to everyone; you just don’t know when, how, who will be involved, what it will cost, etc.

But when Murphy’s Law strikes, at least in the hosting world, you typically need accurate help as fast as possible.

The steps below will help you get the most accurate support and promptest support most of the time…