Different customers prefer different modes of communication. While one person may be comfortable typing emails, other one may prefer a direct phone conversation.
Urgency of the support request, convenience of the customers and availability of the channel also determines the support channel they wish to use. That’s why its important for web hosts to provide multi-channel support services. (more…)
Do I really need to offer 24/7 hosting support to my customers? Can’t the tickets wait till business hours when my staff gets back to office? This is a common concern for web hosts, especially those who are new at business.
Tracking the ticket flow trends is a routine task we perform in our role as Outsourced Tech Support for web hosts. A metric that often attracts special attention of web hosts is the volume of tickets generated in non-business-hours. (more…)
Every web server has two environments associated with it – internal (software and users) and external network. An undetected threat in any of these areas can pose a security menace to your server.
In our role as Outsourced Tech Support for web hosts, we perform Linux sever hardening to protect our customers’ servers. Today we’ll see the 3 categories of server threats which we tackle in our services. (more…)
In web hosting business, server uptime and speed are the crucial aspects that determine the success of a provider. Signing up for a server administration service usually happens simultaneous to starting a hosting business.
But if your server management company fails to secure or manage your servers properly, it can end up spoiling your reputation. Reviewing the tasks that are covered in server administration is, therefore, crucial before you signup with a company. (more…)
Imagine that you are in the midst of an Ad-campaign and is dependent too much on e-mails. What if your mail server suddenly goes down and it majorly affects your business? Obviously, you’d be frustrated.
Server uptime is therefore, always the utmost priority in web hosting services. A single prolonged server downtime is sufficient to throw you out of your business. To stay competitive in business, you’ve to ensure 99.99% uptime to your customers.
A 99.99% uptime means a total of not more than 54.84 minutes of downtime in a year. As anything from a network issue to a bad hard drive can lead to a downtime, having an effective server monitoring service is vital to ensure this uptime. (more…)
Many server owners often tend to see a help desk system just as an interface between the customers and the company and ignore the fact that it is in fact, a treasure box full of data.
Web hosts who look out for ways to cut cost and run leaner, should focus on outsourcing help desk services to industry experts, who would help you take the apt business decision based on your help desk data.
A fast server with high uptime – that’s the dream of every web host! But in real-world scenarios, nightmares do happen in the form of an unexpected server crash or a DOS attack to the web server.
To diagnose and resolve server incidents in no time, it is vital to have a server performance monitoring system in place. With an efficient monitoring service, you can prevent server attacks or outages that can be detrimental to your business. (more…)
Web hosts consider outsourcing technical support mainly for one reason – Cost savings. Yes, you can achieve around 85% cost savings by choosing a outsourced server support team over an inhouse one.
But, cost shouldn’t be the only factor that determines which outsourced server support company to choose. Industry experience, knowledge, certifications, SLA, etc. are the other parameters that you would help you choose the best in the industry. (more…)
Outsourcing tech support to a server management company helps web hosts to focus on the core business and at the same time, ensure excellent quality support to their customers.
Many web hosting providers now consider outsourcing or try a combination of inhouse and offsite teams to deliver ’round the clock’ support services to their customers at affordable costs.
But it would be a detrimental move if you choose the support provider only on the basis of pricing. If the support quality is poor or service is not reliable, it would land you in more trouble. (more…)