The Inconvenient Truth about 24/7 Hosting Support

Technical support team on duty
Technical support team on duty

This is what customers expect their 24/7 technical support team to look like. The truth may be entirely different.

Most of web hosting services providers on the market claim to have technical support team available around the clock. This has somewhat become an industry standard for any reputable hosting company to have. What does 24/7 support mean exactly? Does it always mean you will get support anytime of the day instantly? Nope.. And here are a few examples to be aware of:

1. Only level-1 support available around the clock

This is probably the most common issue with 24/7 support. Some hosting companies claim that they have technical support available outside of office hours and even on holidays. What they don’t tell you is that this covers only level-1 support.  In many cases level-1 staff have very limited knowledge about handling issues. Their capability may be sufficient for assisting you with setting up an email account or pointing your domain to new name servers. However with more complex issues, such as website being down or hacked, the issue would be instantly escalated to a queue for higher levels of support.

Therefore in most cases level-1 is more like a virtual secretary who answers your ticket to let you know that the message has been forwarded to a technician, who will be responding to the matter “as soon as possible”. Worst case scenario you would have to wait for an answer for days, especially if it is holiday season or on weekends. This can be nerve-breaking when you need the issue to be addressed immediately.

2. Outsourced 24/7 technical support

Outsourcing technical support can be an attractive option for a hosting company to save money and resources. Instead of recruiting and training their own in-house staff whom would be on full payroll, many hosting providers take a shortcut and hire outside help. Sometimes if they get lucky they can get a capable team to help their clients but often outsourced help desks lack the quality of service.

The reason why an outsourced support team is never the same as an in-house one is mostly because of communication problems between the owners and support teams. Many times the outsourced support team is located in a different country. This may cause a language barrier and misunderstandings. The owners would never know for sure if the team is always there to perform their duty. The outsourced support team is not only working for one company. They are simultaneously working on multiple different help desks. It is also impossible for the owners to know the credentials of an outsourced technician. Many times they don’t even know their real names. Trusting your data in hands of someone nobody knows seems a bit risky.

3. Understaffed help desk

This is a common problem with bigger service providers. While they have 24/7 support team on duty, they don’t have enough staff to handle the ticket load fast enough. You might have to sometimes wait for hours between responses from the technician. This may lead to days in resolution time. A client of ours told his experience with a previous host of his when his website suddenly went offline:

“First I had to wait in a queue of live chat for 1 hour and 45 minutes to even talk to a technician. Once he confirmed the issue, the support ticket was created and escalated to Level-2 admin who responded next day by email without resolving the issue. All this time my website was down and I was forced to move my site elsewhere!”

It is a valid point to argue whether it is reasonable to call a support “24/7 support” if a customer has to wait for hours or days to even get a response.

4. No 24/7 support in reality

In the online world, it is difficult to know whether the hosting provider is honest about telling the level of support they provide. We have heard quite a few cases about companies claiming to have 24/7/365 support, but when all hell breaks loose, nobody is there answering your support tickets. This can be really disappointing from the client’s perspective.

So what can you do to avoid unpleasant surprises?

This all may sound really frustrating when you are looking for a hosting provider that you could really trust. You can never know for sure before trying but there are a few things you can certainly do to improve your chances of finding the best web host for you.

1. Contact the sales support before signing up to confirm if they also have Level-2 and Level-3 coverage 24/7. In case they do, is it free of charge outside of the office hours? You may also try to ask whether they have an in-house or outsourced support team.

2. See how long it takes to get a reply from a sales representative. It is understandable that with more complex system quotes it may take some time to compose the reply. However if the sales agent takes hours or days to answer to your simple questions regarding the service, you can expect the same from the technical support.

3. Pay attention to communication skills of the support agent. If they fail to answer your questions, don’t understand you at all or in case the reply contains numerous errors, you might be dealing with an incompetent, outsourced customer support agent.

4. Try contacting the technical support on inconvenient hours, in example during holidays or in the middle of the night. If you get swift replies at all times, you can be sure the company in fact has 24/7 support. In case you have to wait for answers for hours or even days, move forward to your next potential hosting service option.

5. Read customer reviews on reputable web hosting review web sites. It is a really good indicator to read testimonials of existing customers of the hosting provider. Google is your best friend when looking for unbiased customer reviews of your potential web host candidate.

If you are tired of looking further, you are welcome to sign-up with our web hosting services. I can assure you that you will be satisfied with the level of support we can provide to you. Our in-house support team has been awarded as one of the best support team’s on market. We provide real 24/7/365 support with unlimited level-3 coverage and guaranteed response time within minutes.

You can view our hosting plans here and in case you have any questions, please feel free to contact our support!

Christmas Is Near – It’s Time to Share

Christmas outlook for orangewebsite.com with snowmen wearing Christmas hats.
Christmas outlook for orangewebsite.com with snowmen wearing Christmas hats.

New outlook on our website is to remind everyone that Christmas is all about giving. Spread the holiday cheer and get involved with a charity project of your choice!

The holiday season is rapidly approaching and we have published new Christmas outlook on our website to spread the holiday cheer. Some of you may have noticed that there are new trees growing on the view of Icelandic landscape. This is because OrangeWebsite helps The Canope Project to plant new trees every month.

Christmas all about sharing and giving, therefore now it’s the best time to get involved with a charity project that you feel is important. As the old saying goes, little drops of water make the mighty ocean. I have listed some charity programs below that you could consider:

1.) World Vision Charity Gift Project

With World Vision gift project, you can give where it’s most needed. With minimum donation of $10 USD you can support the less fortunate children around the world and give them a Christmas gift of your choice.

2.) International Animal Rescue

Most of us are going to buy Christmas presents anyway. Why not to choose a present that also makes the world a better place? Internal Animal Rescue offers gifts from soft toys to virtual gifts. All profits are used for supporting projects that help animals around the world. This way your gift gets a double effect. International Animal Rescue also accepts money donations for it’s projects.

3.) Unicef Christmas Charity Gifts

Give good with Unicef inspired gift and change a child’s life. You can give gift of your choice from polio vaccines to footballs, starting from $16 USD per donation.

4.) Green Schools Campaign

Christmas time is a good time to get involved with environmental projects as well. Giving back to the earth what you take helps to keep the ecological balance. Green schools Campaign helps to build energy-efficient schools that provide children science-based environmental and civic education in the classroom.

OrangeWebsite and it’s staff is sending you warm winter wishes for an enchanted holiday season. May this wonderful time of giving bring you joy that lasts throughout the year!

A Major Breakthrough on Carbon Cuts Announced by USA and China

Carbon Cuts Announced by USA and China

Deal between USA and China positively surprised people around the world.

China and the United States have made surprising announcement on cutting their greenhouse gas output. USA agreeing to reduce their emission levels 26-28% below 2005 levels by year 2025. While China, the biggest emitter of greenhouse gases in the world, is committed to cap their carbon emissions 20% by year 2030.

The deal made secretly between US. president Barock Obama and president of China, Xi Jinping, was announced in public earlier today. “As the world’s two largest economies, energy consumers and emitters of greenhouse gases, we have a special responsibility to lead the global effort against climate change,” Obama stated in a joint news conference with president Xi.

The announcement has been taken positively around the world. People seem overall excited that USA has finally taken a step towards renewable energy alternatives and admitted their responsibility in reducing the emission levels. Whereas the country did not participate in Kyoto Protocol back in 2008.

We are all hoping that their plan is working as people now expect and we will see positive results within next years.

New Website Online Now

screenshot of orangewebsite.com
screenshot of orangewebsite.com

Our new website was published on 1st of October 2014 to replace our older site on www.orangewebsite.com

As CEO of OrangeWebsite I am very happy to announce that our completely new website is online as of today. Our goal was to create a website that would fit to our brand without making the design too complex to use. We want to make sure that our visitors can still navigate through the sites within a few clicks to access the areas they need.  The new website is more customer friendly and contains a lot of useful information about our services. This blog is one of many new features the new website brings along.

I want to give special thanks to our team (especially Adalsteinn Karlsson) who have been working long hours to make this all possible. We will keep running minor updates on the website if necessary in the near future to give it the final touch. I would also like to thank our loyal customers for all the feedback they have given to make these changes easier for us. Your comments will be much appreciated also in the future!

You may visit our new website at: https://www.orangewebsite.com