any hosts with real 24/7 support? - Page 2

Howard K · Post #16 (**permalink**) 05-15-2004, 01:17 PM

The hosting company with 24 X 7 support is a big deal. The support staff should be there for solving customer queries at any moment of time via
Live Chat
Email Support
Ticket Replies

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northtrex · Post #17 (**permalink**) 06-07-2004, 09:41 PM

Before you go with any outsourcing company test them out by going on their website at different times through out the day.

iblive · Post #18 (**permalink**) 06-09-2004, 01:35 PM

Part of the problem in testing at different times of the day is that the support hours are often different than the sales hours. Sometimes support info is only available for customers.

CrazyTech · Post #19 (**permalink**) 06-10-2004, 12:31 AM

Quote:

Part of the problem in testing at different times of the day is that the support hours are often different than the sales hours. Sometimes support info is only available for customers.

I agree that it might not be wise to go completely on your response from the sales department; however, I do believe that in most situations it can be a good indicator.
For example, if you're not getting a good response at all from sales at various hours, it would suggest that the department is quite possibly understaffed. Generally speaking, if a host offers 24/7 support they will typically have sales support available most of the time as well. IMHO if the company offers 24/7 support you should get a response within 8-10 hours on a sales support request at the worst. The company should be able to show that it's interested in new clients and not just 'come if you want but we don't care'.

bright-byte · Post #20 (**permalink**) 06-10-2004, 03:30 AM

Hi there,
We use a mix of inhouse and outsourced support to give a true 24/7/365 support desk, however our sales team is not 24/7/365 they are more like 12/7/365 so to base your conclusion on sales reply time is incorrect.

I know of many other companies that are the same and I think this would be true in a lot more cases than you may think, so again the only true way to test out a companies support reply time is to test out their support.

CrazyTech · Post #21 (**permalink**) 06-10-2004, 11:20 AM

Well I agree, naturally you would send it to the support department and probably the sales department. I'm just trying to point out if you send an email in and don't get a response for some 24 hours then indications are they might not be what they claim.

mvcnet · Post #22 (**permalink**) 06-10-2004, 01:51 PM

my host has a 24 hour support, they are the best, support is offline just on holidays.. but then sales and customer service are online when support isn't

Artashes · Post #23 (**permalink**) 06-10-2004, 03:43 PM

Quote:

Originally Posted by mvcnet

my host has a 24 hour support, they are the best, support is offline just on holidays..

Then it is not really 24 hour support now is it?

bright-byte · Post #24 (**permalink**) 06-10-2004, 05:47 PM

Quote:

Originally Posted by CrazyTech

Well I agree, naturally you would send it to the support department and probably the sales department. I'm just trying to point out if you send an email in and don't get a response for some 24 hours then indications are they might not be what they claim.

Sorry CrazyTech,
I misunderstood your original post, yes 24 hours or more to reply to a sales question is way too long.

I would suggest that sales questions on average are answered within a 12 hour time frame by most hosting providers and if it takes longer then, as you say they may not be what they claim.

CrazyTech · Post #25 (**permalink**) 06-10-2004, 06:55 PM

That's what I meant - probably should have been just a bit clearer

. I think typically you'll get an answer within that 8-10 hour time frame in most cases with 12 hours being the cutoff. Time after that (IMHO) would slowly add up against the host.

xpguy · Post #26 (**permalink**) 06-11-2004, 04:16 AM

I have yet to come across one as any ones i have been with i have had to wait for replies till the next morning if i submitted it in the afternoon.

vortech · Post #27 (**permalink**) 06-13-2004, 10:49 AM

Quote:

Originally Posted by Artashes

What HostXL meant, I think, is that most companies advertise on their web site 24/7 support while they actually don't provide it. A big part of them just can't for the prices they charge. They probably look at this that if they respond within reasonable period of time - that's 24/7 support. Obviously they receive requests for assistance 24/7, so they might also go from that - hey, we accept/open to your inquiries 24/7, and that's no lie.

However, when you are a customer, you know if a company provides real around the clock support by the time it takes to respond to your tickets. I'd say all potential customers have to be cautious about that if their need initially is 24/7 assistance help.

Best,

Oh ok..

virkson.com · Post #28 (**permalink**) 07-02-2004, 06:51 PM

i i think every one gives 24/7 email support ( i.e you can send us email any time 24/7) see its just a fact that web hosting is an international business; yes may be hosts can provide a full suport to their local clients and what about the rest 90% clients that are grapped from the international market. SO in short its only an email support

Xcel_Hosting · Post #29 (**permalink**) 07-02-2004, 07:51 PM

24 hour email support means (to me) a response in about an hour or less. Of course you can send an email at any time of day, but thats not because of the hosting provider, its just the way the internet works. Thus leaving no reason to advertise 24/7 email support because it can be answered whenever. I think that if you are to offer 24 hour support in any way, it should be only in the form of phone or chat, or some other type of "real-time" communication, not email...just my thoughts.

banners2go · Post #30 (**permalink**) 07-08-2004, 02:03 AM

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