are hosts dropping their 24 hour support?
 

anyone else getting answering services instead of tech support?

Not at Way3 Hosting!!! We are available 24/7 :)

I think it is pathetic how many large internet based companies don't have 24 hour support. We live in a global era, and we are doing business in the most global section of it. Get your shit together, I know a lot of companies have lost my business through their non-availability.

got that email too.

Hmmm. No, not us here. We are having to add more staff actually.
Did you just get voicemail one time or you were told the support time was cut down?
I could see getting voicemail now and then if all staff is busy or something, but....

Webair does 24/7 support, works well.

most dont really have it LOL

I put in most of my support at Techiemedia at crazy middle of the night hours and weekends and it always gets done immediately. These guys rock in so many ways.:2 cents::thumbsup

most of the time, everything I need from a host is to be up

I wouldn't have a clue how I should fulfill the tight service level agreements (on uptime, hardware replacement, network monitoring on packetloss/latency, ticket response times etc) we have when we would't have anyone around at night. so it is definitely not us.

i am curious though, who is it?

who is it?

24 hour support is the most BS advertised featured. Sure, they are there at 3am, but don't expect any rectifications within 24-48 hours after receiving your ticket(s).

Disagree! At Naked Hosting, we don't have some BS lacky answering the phones. Our support staff answers 24/7/365 and the person who answers the phone is capable of solving your problem:)

So now, spill it...what email and who is cancelling their support?

then you got the wrong host :2 cents:

not at swiftwill

I've had hosts from $5/month to $300/month servers, always same shit, but maybe I have been unlucky with picking them.

You definitely have the wrong host!!! :2 cents:

Pick the right host and you won't have a problem. I work long hours and never have a problem getting a hold of Mojo. Whether it's 3 am or 3 pm. ICQ, Phone, or Ticket I always get a prompt response. :thumbsup

well to be honest, that is the reason we dropped virtual hosting packages a long time ago. You just can't deliver 24/7 support for someone paying 5 bucks a month. Especially since most of the times those are the people calling the most (and thus taking the most support time). Exactly for that reason we dropped virtual hosting packages.

For dedicated servers and managed hosting solutions it is much better to do. Customers know most of the time what they are doing, they do their stuff and as long as the server is running and the network is functioning as it should be you won't hear them :-)

Our NOC acts pro-active, for each server we have running we run monitoring on services like mysql, http, https etc. As soon as a service goes down things start to blink on the monitors here and the engineers can act upon that. So most of the time we know something is wrong before a customer even knows that.
Depending on the reason that caused the outage it will be fixed immediately and the customer will see the ticket with the details and message it was fixed way after the actual problem occurred.

And I am sure we are not the only host working this way so maybe you did make the wrong choices ;)

That's a load of crap. If it's true then it is you that are using the very wrong hosts. I know of many hosts that have real 24/7 support, of course the very best is techiemedia, but there are many out there and a few of them mentioned in this thread already.

:pimp

Funny thing is, I know of tons of hosts and have gotten recommendations from people on other webmaster forums and none listed here I have ever heard of ~ guessing because these hosts cater to Adult?

I have noticed, which is quite funny, that the adult industry probably has the BEST customer service compared to any mainstream company I have dealt with, only because of the fact that you can contact them via email, website, phone or ICQ and most of them are night owls as well...

I never would of expected that

back in the days adult websites were the high bandwidth volume websites with a large financial flows on them as well (meaning downtime or waiting for support equaled loosing money). On top of that people from all over the world are watching porn so basicly you have 24/7 members on your sites as someone in the us goes to sleep, someone in europe gets up. Basically your porn site is open 24/7 and making money 24/7.

I think because of that hosters who specialized in adult hosting tend to have better support facilities. These days are different of course with all the streaming, torrent and tube sites as well as the fact that people simply demand more these days.

We also do mainstream, under a different brandname, and people are sometimes amazed by the fact they can call 24/7 for an issue or question. Ofcourse a webshop for example which operates during normal hours will most likely not call at the middle of the night for a question as they are closed also.

:2 cents:

I disagree Leon....switched from the planet paying over $200 a month as the server was under used to Naked Hosting Virtual...and have contacted thier support many times at all hours and everything has been delt with fine....inc asking advice on installing scripts etc etc

I was so impressed with the level of service for the price l signed up to thier affiliate program to promote them a little.

Ok yeah sorry I was referring to us, not in general :)

Last time I emailed phatservers it was in the middle of thanksgiving night, got a reply with the problem solved within 10 minutes..

Been that way for 10 years now!
whether you spend $9.95 or $9995

Not with Mediatemple or Hostgator

Since starting this thread you have not said who you are with?


At adulthosting, I do not always get tech support on icq or chat, but emails are returned reasonably sharpish. :2 cents:

Live support 24/7 at a click of a button @ webair

This thread sucks...if you don't mention who it is, why did you make it?

This is very true! Way3 has been there anytime I needed them!

Not dropping it here, infact adding more people.