Are You Getting the Support You Need from Your Web Host Provider?

By Garen Arnold

Getting a reliable web host can be a tricky process. The difficulty is not so much in the shortage of choices; ironically, its the exact opposite. The dilemma lies in the fact that there are too many webhosting companies to choose from; and they all offer practically the same packages: disk (storage) space, bandwidth, web hosting tools and domain names, with approximately the same price scope.

More often than not, you end up opting for web hosting providers that give the most perks and add-ons and you get caught in little details, like the number of e-mail accounts or unlimited domain names, for example. Through all the intricacies of selecting and eventually setting up your web page, there's one very vital aspect that sometimes gets relegated to the bottom of priorities, if not totally neglected or ignored: the customer support.

The Boundaries of Customer Support

Among the crucial issues that you have to consider when choosing a web host is the level of support that comes with the service and the assurance of continued support that you should be getting from your provider.

Web hosting support is so broad and diverse that it sometimes gets difficult to delineate its boundaries. Ideally, there should be a web hosting solution to any problem related to website technology; but trying to determine where web hosting support starts and where it ends can be quite tough, especially for a newbie webmaster. When faced with a problem, everything may appear to be related to the web hosting account itself, but there's always an existing chance that the problem may not have anything to do with web hosting issues. The general rule of thumb is: If the problem cannot be resolved within the control panel, it is likely that the web hosting company cannot assist you with it.

Assessing Boundaries

• Structure of Support System. Find out if the company has genuine expert systems administrators on their technical support team. There is nothing more frustrating than getting stuck with a non-technical customer support representative when you call in for technical support. Check how speedily you can discuss matters with an authentic systems administrator that can answer your technical questions and resolve your issues.

• Specific Charges. Ask for an extensive and comprehensive list that outlines the support offered what are supported for free; what supports entail extra charges; and what issues are not covered at all. A lot of hosts attempt to conceal second-rate or poor level of free support with vague statements such as premium or high-quality support. Make sure you get the details.

• Terms of Service. The TOS should be the more accurate way to evaluate the boundaries of your hosting company's support competencies. Typically, there is a support section within the document that tells you the scope of support staff capabilities and assistance you can expect.

Support Methods and Options

There's an array of methods used for providing web hosting support to clients. You have to choose a web hosting company that can provide round-the-clock customer support, 24/7/365. That way, you can obtain technical assistance anytime, on any given time-zone to avoid the inconvenience of dealing with downtime on your websites.

• Self-help Support Service. This is the most basic of customer support to set up websites through integrated online website builders and manage web server resources such as traffic and storage space. Your web hosting company should be able to readily provide it through the control panel so you can get into web hosting on your own without much difficulty; this also eases up the hassle of contacting the support team every time you run into little problems.

• Knowledge Base and FAQs. This should be one of the best places to obtain quick support for simple problems. These sections should be comprehensive, intuitive and easy to use. Make sure that your web hosting provider has a repository of useful information with time-saving as well as money-saving tips.

• Integrated Help Desk Trouble Ticket System. Support through ticket system has become a common feature in the web hosting industry. It has an email-like interface that you can fill out, expressing your questions and concerns, then submit to your provider. A ticket can extend from two posts to several dozens of posts, depending on the complexity of the issue. This creates a history that allows you and the support team to track from the time the problem occurred to the steps that were taken until its final resolution. This support system offers the power of convenience in that you and the support team are both saved from going through the same questions and answers all over again, every time you call in. Promptness in getting a response is a tricky thing, though it can take as fast as 30 minutes to within a few hours time or as long as several days or weeks; and this is one of the vital aspects you have to check on the response-time guarantee policy of the web host.

• Email Support. This should be a given on any hosting package and there shouldn't be any exceptions, even web hosting providers that have limited support options. This is considered the more reliable support channel. In the same the ticket system does, you are allowed the luxury of explaining in detail the problem you are experiencing, including attaching illustrative examples and additional information that may be helpful to the support team to come up with an efficient and effective solution. The downside to this is that the exchange process through email communication is technically more time-consuming; thus, despite guarantees of the speediest response, you have to consider the urgency of your problem. It would help to expedite your request for assistance if you provide as much details as you can and if you address it to the appropriate individual or team. If its something that needs immediate action or intervention, you might want to explore a different option.

• Video Tutorials. These are one of the most effective and attention grabbing educational tools which may be a simple collection of YouTube type interactive videos that features logically arranged sequence of steps you may use to resolve an issue. An increasing number of web hosting providers now supply customers with this type of support, either free or paid. It is strongly recommended to choose web hosting companies that have this component in their support system.

• Live Chat Customer Support. This is another support feature that has gained popularity in the on-demand world of web hosting. The idea is to get support in real time communication with the support team. This can be useful if you prefer to communicate with a real person but want to cut on the expensive cost that phone conversation may incur. However, its not as productive as you think it is. At times, these people are attempting to resolve 10 different issues for as much number of different customers all at one time. As you may have experienced with chats, even the simplest questions can sometimes take a ridiculously long time to get answers. This type of support is best used and only recommended for non-technical questions, such as billing inquiries or the likes. Still it might come in handy, so it may still be a wise move to check if your web hosting provider has included this support channel in the package you have or intend to have.

• Customer Forums and Web Host Blogs. The simplest form of technical support method for web hosting and Internet computing concerns is the forum. It is easy to use and simple to understand. Since it is viewed and participated in by other customers who have probably run into the same problems as yours, you'd be getting different solutions from different people, which you can narrow down to a few best choices. Moreover, the web hosting company support team can also have some input. Its an easy way to solve an issue, whether top priority or not. Web host blogs on the other hand offer a solid platform for interaction. It is the web hosting company's way to keep you posted with current, up-to-date topics set for discussion and comments or further inquiries. These are two support channels you have to ensure are incorporated in your web hosting providers support system.

• Toll-free Phone Support. This is still the most preferred customer support and its a must-have feature for an efficient web hosting company. All other options may carry some degree of effectiveness and efficiency but nothing beats the most direct, old fashion method of contacting live support team and getting personal real time assistance regarding your issue. It has been observed, however, that there are two prevailing drawbacks to this. One is the size of the web hosting company support team. Small web hosting businesses only have a handful of technical support crew to handle customer calls, so in many instances, they have to outsource and you may be connected to a person most likely from a different part of the world; in which case language may possibly become a barrier. The other crucial thing is that many web hosting companies don't seem to realize your true need to talk to a person not a machine about your troubles. Pre-recorded messages aren't much help and you could end up more frustrated than you were to begin with. For your peace of mind, make sure your web hosting company does have a phone support system that is manned by a live staff that is available even on weekends and holidays.

Getting the Support You Deserve from Your Web Hosting Provider

Here are important points you should consider, to ensure you get sufficient and continued support from your web host:

1. Are you getting swift onsite attention or voice mails and wait queues? Assess the technical support system by their maximum response time. Regardless of the method you use to contact them, they should get back to you as quickly as possible. If there are unreasonable delays, then it may be smarter to look somewhere else.

2. Be familiar with the tiered support the company has. Support departments typically have a General Support tier for basic inquiries; an Advanced Support tier for intermediate queries and the Highly Technical tier for more complex technical questions. Don't get caught in playing phone tag and 20-questions with the first and/or second levels; if the problem is technical in nature, ask for third level assistance.

3. Check early on the details of support for software solutions. You should find out if the company made their own control panel or if it was licensed from other companies, for instance. Ask whether you should you contact your web hosting company or the software publisher/creator, if you run into problems.

4. Be firm about anytime, anywhere accessibility and availability. Getting a 24/7/365 support from your web host is critical. Troubleshooting happens at anytime and the convenience of having a direct line for technical support is a huge plus. See to it that these hotlines are for free and can easily be accessed. Servers also have this downtime schedules so better be sure that your web host does not go offline for a long time. The availability of their servers should not only provide fast connections, but also dependable backup system in case the site collapses.

5. Put the technical support team to test. Put through a call or e-mail them with the purpose of observing how long it takes for them to respond; ask questions relating to customer support while taking note of the way they handle and answer your questions. The way the interaction goes should give you an idea if there's a proficient support system in place.

6. Find out who answers your calls for assistance calls. Outsourcing technical support has become a trend for a good number of web hosting companies. There may be some benefits to this but the general feeling is that the bad far outweighs the good. Web hosting customer support is so essential and vital it should remain within the corporate structure of the web hosting company to preserve its high quality. Local support has always been perceived to build more trust and the customer support consistent. Never be afraid to ask the all-important question: Who will answer my support call at 12 midnight?

7. Participate in forums and give comments and feedback on blogs. Forums and blogs are teeming with other consumers like you. You will find answers to common problems and learn a few things from other people, including experts. Be an active member and don't be afraid to ask questions or share your opinions. You'll be amazed at the amount of support you can obtain from these activities.

Keep in mind that you deserve the highest quality and most consistent customer and technical support from your web hosting provider. Don't settle for less. The bottom line is you need the assurance that you will continue to get supported by the web hosting provider of your choice, as an indication that they value your business. Find that web hosting company and you'll never go wrong!

About the author, Garen Arnold  -  

This article was written by Garen Arnold, who is a graphic designer out of Kansas City, Missouri. Garen provides people with the Best Web Hosting Service by using his expertise to help people choose the best web hosting service for their business.

Link to this article:  (Select text below and copy to your clipboard) <a href="http://www.webhostmagazine.com/web-host-guides/are-you-getting-the-support-you-need-from-your-web-host-provider.asp">Are You Getting the Support You Need from Your Web Host Provider?</a>