I have to add that your concern should be also supports level of expertise..
I know that there are hosts that simply don't know the answer, so they have to resarch and learn how to solve the problem before they can help you .. Sometimes takes more than 24h ..

^ well in that case the support should send a response saying they are working on it. Just having someone standing by to research counts, even if they don't respond right away.

Also, i agree that when a company says 24/7 it means email or forums. It may mean that something is available to take a help request...

Outsourcing around the globe helps too because of the reversed time zone! Get one guy in India manning the live help during the day and you can go sleep!

We provide 24/7 Live Phone and Ticket Support in house. It's a pain to setup a 24/7 schedule and keep everyone semi happy, but we need it because of the number of customer that we have.

Glenn, well for a company of your size it would be surprising NOT to have 24/7 support.

Best,

I have been a customer of ServerPlace for about a year now, their support is horrible, so is their hosting services, infact I am switching hosts soon. The owner of the company attacks websites illegally using different types of SYN Attacks, and DDoS Attacks from his own servers. Their support is never online, and when they are they hang up on you, also do not answer your questions, and are very rude.

I am using SiteUpTime.com, monitoring my website with ServerPlace, there have been 5-8 outages per day, the time the server is out varies from 5 minutes to several hours. They recieve alot of DDoS Attacks on their servers, due to the owner of the host has alot of enemies, himself being an attacker/flooder.

I would highly recommend everyone stay away from ServerPlace, as I will be leaving soon myself.

Edit: Also, I know a host that offers great hosting, and 24/7 live chat support, hostforweb.com.

Well we do 24x7 support for our customers - but then they're hosting companies. :-P

That being said, if we were to roll out our own web hosting company and our techs were in India - well that would strangely be *in*house tech support since the staff is employed by the hosting company they work for. Hmm...interesting. :-)

Roj

There are quite a few that offer 24-7 support, but typically you can expect to pay for it. I think any company, whether they offer 'round the clock' support or not needs to have a properly organized system in place. Even if they simply utilize a help desk and a forum, at least making sure you are on top of the support requests and that they are all being channeled properly will suffice.

SupportPRO can help you. They offer transparent web hosting support services to web hosting businesses. They have been in the web hosting business for few years and learned how to keep hosting clients happy.

They really offering :

24 X 7 Support
Transparent service
Outsourced and cost effective service
Prompt answers from patient and friendly SupportPRO crew
Service from highly skilled and experienced engineers
Helps you save your time for your own marketing work

Yes, I agree, most of the companies are outsourcing their support from India and here people use to work for 3 shifts (8 hours a shift), those companies are giving 24 hours email, chat and phone support too, there toll free number is re-directing to India.

Sorry, please do not ask me the company names.
Since I am not against any company.

Alot of web hosts offer 24/7 support whether its phone, chat or email. Just ask them before you sign up.

From my experience I know at least 2 hosts that do have Real 24/7 email/online support:

www.icdsoft.com

and

www.hostforweb.com

ICDSoft are faster in replying though.

The competition in the business is so high that 24/7 support is more than a must these days

I know from personal experience there are companies who offer true 24/7 support.

Bill, you should know better than bring up old topics, especially when you have no new information to add.

Poor Bill needs a way to advertise and increase post counts. :-D

Roj

I've had experience with many hosts who claim to offer 24/7 support, but are in fact never there. The worst part is, they still leave their Live Chat facility online so that you can sit there and wait for up to 6 hourse before you get a "Welcome to @@@@@@.com. How can I help you?"
Its appauling and is definitely enough to put me off right away. Either you have the resources to offer 24/7 support or you shouldn't be advertising it. And for goodness sake, enable the ticket system if there is no-one there to provide 24/7 support!

Regards,
~Equinox