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Thanks to all the folks who gave us kudos. i think that most people will tell you that tickets are handled here in seconds, not hours.
50 CENT ? Unless you work here, or have even taken the time to talk to me and ask how things work, I don?t think you?re in a position to tell the world why we do what we do. If you would simply ICQ or call me, I would be happy to discuss this.
Tech support is not outsourced at Jupiter, however, our call center is. The process is proven to be effective for both customers and staff, as well as being scalable. You can always, ALWAYS, ask to speak to someone at the data center when you call and your call will be directly routed.
One of the worst possible things that can happen is for a customer to try and reach tech support and get a busy line, or worse, or no answer.
As a result, we put up this first line of communication to triage phone calls. Their responsibility is to take the call, open a ticket, and assign it to the appropriate tech. Consider it like the telephone version of opening a ticket. It takes 30 seconds, and I guarantee your ticket is in the hands at someone at the data center within 90 seconds.
We have a 24 X 7 on-site group at the data center that those tickets get assigned to. People like Ben, Randy, Pete, Shawn, Sean, or Jeff. You will always be assigned to a tech that will provide you with a direct dial telephone number and a personal ICQ UIN.
I invite anyone to come down and check it out for yourself.
In the end, You have to pick a hosting company that works with you.
All the technical stuff is important, but ultimately, hosting is about the people. I know we have the best. Check it out.
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