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A good host has a ticket system and available staff. I wouldn't operate without a ticket system. The reason for using one is to hold tech staff accountable for what needs to be done and when it gets done. When you start serving a large client base you simply can't have customers emailing just one tech or sending ICQ messages because there is no accountability.
Good luck!
Brad
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President at MojoHost | brad at mojohost dot com | Skype MojoHostBrad
71 industry awards for hosting and professional excellence since 1999
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