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best/fast support providers list
| Posted by pidoy, 01-07-2005, 03:42 PM |
| hi,
please contribute which companies do you think has the best/fast support . They are the companies that deserves to be recognized for providing fast support 24x7x365.
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| Posted by AFMichael, 01-07-2005, 03:59 PM |
| To many people, support doesn't have to be there 24x7x365 as long as they respond in a very timely manner.
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| Posted by pidoy, 01-07-2005, 04:06 PM |
| probably 10 minutes average response in every trouble ticket
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| Posted by iSew, 01-07-2005, 04:33 PM |
| Well www.Siteground.org officially has an average 7 minute response time.
Take that as you will. I'd have to agree with Michael though. Just because they respond to your message in 10 minutes doesn't automatically mean it's a good thing. For one, many support tickets would be impossible to answer/fix problem in 10 minutes.
I'm more interested in how long a host takes to successfully close tickets. I think highly of hosts offering 6 hour support ticket resolution time or less.
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| Posted by rv_irl, 01-07-2005, 04:41 PM |
| Yeah i agree,
Responding is one thing, but resolution is another.
You should focus more on a resolution.
Although our average response time is 15 minutes, our average resolution time is between 30-40 mins.
Also the quality of the responses is vital. It's no good getting the customer frustrated when you don't fully answer the question.
My personal target is to have a maximum of 6hrs for resolution, but 30minutes for response. However luckily, as mentioned before, ive managed to get my support to resolve within the hour and response in about 15mins.
Rameen
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| Posted by pidoy, 01-08-2005, 06:36 AM |
| httpme seems good based from their forum,
any other providers that has good support?
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| Posted by freak, 01-08-2005, 07:16 AM |
| I have only considered using them before, but I have never caught varhosting.net's live chat offline yet...
But do keep in mind that I have never used their services
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| Posted by iSew, 01-08-2005, 07:27 AM |
| Search around these forums with the WHT search tool( http://www.webhostingtalk.com/search.php?s= ). Better yet, use the WHT Host Quote ( http://www.webhostingtalk.com/request.php ) and then search for threads on whichever hosts reply to your request.
A whole slew of the threads here deal with how good host's customer service is, so you should have no problem finding a list of 5+ hosts with consistently good customer service ratings for you to choose from.
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| Posted by NeoGen, 01-08-2005, 08:58 AM |
| Both in terms of resolution and real quick support, I suggest www.Sonataweb.net.
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| Posted by mdrussell, 01-08-2005, 09:36 AM |
| You've 'managed to'? You make it sound like a painstaking process to get your 'support' to do this. Surely if they are unwilling, as you imply, then the quality of their answers is likely to be poor.
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| Posted by rv_irl, 01-08-2005, 09:13 PM |
| I don't think you are aware of how my company is run but decided to jump to conclusions.
We outsource our tech support, and it's pretty hard to find a company where quality and speed is not compromised. Both the support is fast and both the answers address the problem thoroughly. If you read my post I did emphasise how important it is to ensure the quality of the answers are of high standard. Why would I say that if couldn't deliver it?
What i've "managed" to do is find a good company that delivers the results I was looking for. The company is very flexible and has tailored a lot of things to match our style.
So no, the quality of answers exceed my expectations and we do receive compliments quite often on the quality of support.
Rameen
(FYI: the company I am referring to is rootsupport.com)
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| Posted by mdrussell, 01-08-2005, 09:15 PM |
| Fair enough, thank you for clarifying. I can understand the problems faced when outsourcing and am glad you have found solutions to these problems.
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