by Henri K. Johannes | CEO's Blog
It has been a really busy year for us at OrangeWebsite as we have been working hard internally to improve our systems to serve better both our existing and new clientele. As most of our old customers know, since the very beginning, we have been encouraging our staff to work online from remote locations. For this reason, the worldwide COVID-19 pandemic does not affect much to our way of working. Nearly all our staff have been safe from the virus at their home offices, performing their duties soundly and we intend to keep this procedure continuing as well in the future.
Our commitment
No one really knows what the next weeks or months will bring and exactly what kind of impact this pandemic will have on the economy and web hosting industry. Luckily for us, our company has remained debt free and lucrative up until the present day. Whereas many other companies have been forced to lay off people and are sizing down their operations at least temporarily. This puts a lot of workers in a tough situation and causes stress for those who are not sure what measures their employer will take.
We at OrangeWebsite are committed to make sure that our staff will not lose their jobs, nor will there be any cuts to working hours during the crisis. This means that every single person who is on our payroll will get paid timely - except for myself. As I have decided to not accept my paychecks for the next three months (March - May 2020), in order to do what I can to help the rest of our team.
Light at the end of the tunnel
Even we are now facing tough times, I am sure that in the end we will beat this thing and the future will bring more positive news. Now as many people are locked down to their homes, it is the perfect time to educate yourself about online work. Such as building your own website or starting your blog and we offer perfect tools for this. Our website builder is designed for people who has no past experience in making websites. Only the basic computer skills are more than enough.
Get yourself online by clicking the link below to try out our Gold hosting plan, which includes all these features for less than $1.00 USD for the first month. No further commitment is needed and you can cancel at anytime. Should you require any help, our 24/7 customer support team is at your disposal day and night!
Click here to try our hosting for less than a dollar!
Stay safe, take care of yourself and wash your hands! 🙂
by Henri K. Johannes | CEO's Blog, Customer Service, Hosting Guides
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!
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