GREAT Host Support.... What is it?
 

What does GREAT tech support from your host mean? I'd prefer not to make this a SPAM YOUR HOST thread with mentions of your host, but rather a generic what makes a host have AWESOME techsupp.. What's most important to *you*?

That I launch icq and there's someone for support online and is replying within seconds.

answering my q's in 2min helps...

If a server is down, that the host noticies it before I do and if they are authorized, take preemptive measures before I contact them.

i'd like to add that all techs who respond via email MUST have their signature so i know who they are in case they need to be reprimanded to a manager/the owner... one of my pet peeves..


also i'd like to add, mandatory broadcast emails to all clients whenever they are changing a router or whatever, i dont care if its 5 minutes of downtime expected.... i will spaz if its down for 5 mins and i wasnt informed...

Click my sig. Wiz gave me hosting for past few years so I'm giving him sig . Real fast support the guy is always there for you . and NO cogent bw :P anyways just check it out u can contact him over icq or call him (800 #)

great support comes when the tech support team understands the concept of "urgency".

unlike other relationships with your host, you need tech support when something doesn't work right, (you don't need them when everything is working OK)---and if you have paysites when something doesn't work right it is usually affecting your income (negatively).

the very best tech support will actually have someone on the premises 24/7 that is smart enough to fix something---like a rotating shift of the smart guys.

usually (unfortunately) nights and weekends leaves a skeleton crew, and when something really bad happens it always seems like it's usually 3am on a weekend.

that all said, i've had very good luck with webair.

I prefer never to talk to my host for a damn thing other than adding domains...9 times out of 10 that means everything runs smooth and all I do is make money. Pre-emptive support...that's my favorite.

I need REAL phone support. Don't get me wrong ICQ is ok, and support tickets are fine for non-urgent matters. But I like to be on the phone discussing exactly what a problem is and on with them while we're trying to resolve it. I ain't with all that passing a million messages back and forth. Sometimes a solution needs more than a sent message, it needs a conversation.

You have this, I'm happy. Of course a 800 number is useful in those urget matters.

When you constantly ask your host SSH commands and questions and they answer every single one without hesitation. Thanks Josh! : )

This is an awesome post, thanks kman for giving us some insight as to what we (webair) might not be offering that we should, and how we can better serve our clients. This is great keep the feedback coming guys...