Question to those who sell hosting services

1 replies
Seeing how my earlier question didn't get any answers. If you are providing hosting services, how do you handle tech problems your clients may run into? Handle them yourself? Have a tech staff to do it?

Also, anyone can reccomend a hosting company that provides tech support to reseller's clients if you have a reseller account with them?
#hosting #question #sell #services
  • Profile picture of the author MichaelHiles
    Our primary management is a help desk interface from our site.

    Core support issues related to the actual operation of the servers, network, etc... are monitored at the NOC and already under way before the first client notices any issue. These are our "red alerts". Any aspect of the core network, hardware, software, etc... having a critical fault is instantly alerted to us via SMS text the second an issue happens. Of course, any ticket that is opened relating to those issues are updated and closed as the problem is resolved.

    We are primarily a SaaS provider (software as a service), so we have to maintain a higher level of support service than just basic hardware & network break/fix. The problem with this is generally that the user is the source of the problem.

    For this, we offer our tech support along the lines of a more traditional software company model, think Red Hat or Microsoft. Knowledge-related or operational support issues like "I can't get my FTP to work" or "I don't know how to do XYZ" are also handled through our support desk interface, but are billed against the existing support agreement level the client has purchased - OR in the case that no support agreement exists, we bill by the hour on a per-incident basis. Depending on the issue, our techs can make it a "freebie" if we can determine some fault in the system, but it's all pretty "closed ended" and those kinds of critical issues simply don't happen.

    In order to provide client support, and to also alleviate these kinds of knowledge-based issues, we offer a subscriber-only video tutorial area that shows walkthroughs for every aspect of our control panel management system.

    Our control panel system is pretty closed ended, because we cater to a very specific market, and offer a very specific application-core.

    We're not an "all things to everybody" host, so it's a lot different than GoDaddy.

    We have been discussing the prospects of launching a version of this base service for the IM market.
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