Originally Posted by fastreplies

Now, company with 10,000 clients will have at least 100 callers at any given time.


fastreplies

So by your logic, a company with 10,000 clinets receive 2400 calls every day. Hmm.. every client will be making a call in every 4 days? I personally wont open a support ticket every 40 days, it must be something like every 6 months or so. Your stats is exaggerated, for sure.

[quote=zappanet;531678]

To GR-Andy, though phone may really work without delay, not everything can be done via phone and in most cases it's not convenient at all when you have to send some info it should be better done via help desk. Still phone is a wonderful way to handle sales and pre-sales questions.

quote]

I agree that is why they dont use it. We primaraly rely on tickets.

Originally Posted by alemcherry

So by your logic, a company with 10,000 clinets receive 2400 calls every day. Hmm.. every client will be making a call in every 4 days? I personally wont open a support ticket every 40 days, it must be something like every 6 months or so. Your stats is exaggerated, for sure.

Numbers had nothing to do with my logic but based on info from call centers.

If you in WH business then you must know that some clients call 2 - 5 times per day asking:
how to setup outlook or
FTP or
why I can't see my pages or
my pictures is too big how can I have them smaller or
how can I change background color or
can you help me to setup mailing list or
how to use webmail or
how to configure CuteFTP
and list go on and on and on

You should realize that 99.9% of people had no idea about web sites and that this is their first time online and they will call you just to make sure if they push this keyboard key website will be working.

God know they call you just to chat about their sites or Internet or which software will be better to use or, and I like these the most, how to configure their Windows PC.

fastreplies

You should realize that 99.9% of people had no idea about web sites and that this is their first time online and they will call you just to make sure if they push this keyboard key website will be working.

As rule control panel has tutorials on it. And at the same time FAQ and detalizated instructions are more then helpful.

Originally Posted by ~ServerPoint~

As rule control panel has tutorials on it. And at the same time FAQ and detalizated instructions are more then helpful.

Ya right....

and then you are getting phone call:
Client

I am reading your "how-to" but I am not sure what's that mean.
Can you take me step by step?

Help Desk

.... but Sir, just look at pictures please and follow example....

Client

Ok, I will. But can you tell me, should I replace user name in example with one you sent me or should I use the one that in example?

fastreplies

Hey come on, fastreplies. That post is great, just because of the faux-word "detalizated". That word friggin' ROCKS.

Originally Posted by ADAM Web Design

Hey come on, fastreplies. That post is great, just because of the faux-word "detalizated". That word friggin' ROCKS.

Good catch Adam
I missed that one


fastreplies

Seems like response time guarantee is as vague a figure as uptime guarantee.

Hello Jeyce,

TBH, support time guarantees are marketing stuffs, as it will show you the capabilities of the hosting provider. You can ask the hosting provider if they are able compensate you in case your queries are not sorted in the given period of time.
Finally resolution depends on the type of issue/problem which might take hours or few minutes. Few of the hosting providers, I had experienced is they update the email as soon as they receive and closed it by saying we are working on it and as soon as it is done, we will let you know or might be an auto-responder.
I believe everybody should think to provide reliable and top class services to their clients instead!!

Seems like response time guarantee is as vague a figure as uptime guarantee.

No they are separate issues. And they are devided. Do not mix them up.

I think the poster was separating the issues. What the poster was saying is that both of these issues have common ground in that there are additional, unspoken, unwritten elements that render the guarantees somewhat misleading.

For example...if a customer knocks out their own server with a bad script (or some other customer knocks out a customer's server with a bad script), that doesn't count as downtime. Fire, theft, acts of God don't count. Someone not being able to reach the server doesn't count. A rat getting into the NOC and chewing on network cable doesn't count. A bonehead technician tripping over a power cable and knocking the server offline doesn't count. There are a whole bunch of things that "don't count".

With response time, it's the same thing: the host can respond in due course, but doesn't have to actually solve the problem.

So...uptime and response time only paint a partial picture.

With response time, it's the same thing: the host can respond in due course, but doesn't have to actually solve the problem.

Very well said here. But this issue (response time) always gives customer a thought that he is not forgotten and support team are being working on it. It is very important for customer.

I agree - but there's only so many times you can tell a customer "we're working on it" before they need to see genuine progress, so unless you're actually responding to the issue rather than just the person, it won't cut much ice for long. I'm sure you already know that much?

It is a good feature and one should always consider it when choosing hosting company.

I just changed hosts and my decision was based on response to the online chat. If they helped me before I was a customer I figured they would support me after would too.

You as a customer have to understand all issues. I think that if you get late responce at once it doesn't mean that web hosting provider is bad.

I think if the company guarantees the response time, I think they do it. Otherwise MarbleHost.com won't be in this business any longer.

Otherwise MarbleHost.com won't be in this business any longer.

That's like saying a scammer can't scam, as it would destroy his business.

*not saying Marblehost is a scam.

As for me personally this is one of guarantees (like space and bandwidth) with goes with web hosting offers. There are a lot of other web hosting companies like site5.com, simplehelix.com, lypha.com, dynamichosting.biz
And even more some of them like simplehelix.com offer page loading time guarantee etc.
Other question here - how to check that all out?