Do you care about hosting support?

wpspeedster

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#1
What do you think about hosting support in VPS or dedicated servers? it is important for you if they are unamanged VPS or dedicated servers? In my personal opinion, I don't care more about hosting support in kind of these unmanaged services if they provide a good server with 100% uptime and quality hardware. I know you will care about it if you go with a shared hosting but it is quite different from VPS or dedicated server. Right? what are your opinions?
 

24x7CSM

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#3
Support is the backend of every hosting organization , whatever it is ... a VPS provider a dedicated server provider or a shared hosting provider. Being a server owner if you are tech savy then you can go with an unmanaged server but if you are talking about becoming a server provider then having the support for the clients that purchasing services from you is must.
 
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#4
Hi,
case 1 : Pre-sale :
In most cases, people don't go for UN-managed If provider is not responding to there partially important Queries, In less than 1-24 hours.
Sometimes user calculate risk by trying to reach out for support; even if it's actually not needed.

case 2 : As consumer
If you see active feed from provider like schedules, updates, etc; you don't even bother to ask question on same matter.

case 3 : cancellation
When you decide to cancel any product, how staff responds to your actions decides, whether you might come back or not.

We think, following aspects should be considered;
Responsiveness
Transparency & Honesty

Even with 100% uptime SLA; time will come when you wish someone should answer your query as soon as possible.
 

HostBastic

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#5
Decent support is what makes a provider good, however customers should not expect to get managed support on unmanaged services for the smallest imaginable price.

There are two types of bad support managed and unmanaged, the first one is when the provider does a bad job at managing or securing your server, while bad unmanaged support is when your service is offline and the provider takes several days or weeks to reply, usually with a useless template answer.
 
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#6
Good support is invaluable.

As others mentioned already there's many situations where you'll find you need 'support' in some capacity.

Server support
Fair enough if you know what your doing. But in the case where you need a little helping hand? Nothing beats literally getting on the phone and asking some tech guy on the other side about it. Someone who could hand to hand guide to you in some cases. Even the most experienced would like someone to bat ideas and troubleshooting with when things go wrong.

Unmanaged and Managed servers

This service offering isn't consistent across the industry. One providers idea of managed is another's standard unmanaged service. And some places doesn't provider any support full stop.

account support
Aside from server side things. For as long as you part money with a company, you want to be able to easily get in touch. Pay bills, cancel service, upgrade service, ask for advice on a server hitting it's limits. Whatever it is, you're bound to want to have some kind of support from them. I guarantee you, nothing puts people off more than not being able to find a straight answer for anything. Or it takes 1 week for anyone to get back to you, to which by then, your business has taken a serious hit.

If your server is critical to you for whatever you use it for, you best hope someone answers the phone on the other side.

We find that businesses value support more than price. But of course, if the price is competitive.. then its all win win.
 
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#7
What do you think about hosting support in VPS or dedicated servers? it is important for you if they are unamanged VPS or dedicated servers? In my personal opinion, I don't care more about hosting support in kind of these unmanaged services if they provide a good server with 100% uptime and quality hardware. I know you will care about it if you go with a shared hosting but it is quite different from VPS or dedicated server. Right? what are your opinions?
Well, In terms of VPS and Dedicated (unmanaged) services, There is always a limited support to those services it is because of on these two services End user has much access to handle the problems. Hosting provider can only support in terms of IP, network issue or any hardware failure rest user has to manage the thing by their own. But there are plenty of hosting provider whose are ready to help their customer even on unmanaged services. We are running hosting company since 2012 and we always gives hand to our customer whenever they need helping hand whatever the problem is we always help them as much as we can. Same as us there are lots of other hosting providers as well do the same.
 
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#8
It doesn't matter if you are offering Managed or UN-Managed solutions.
You must offer some basic support to your clients which are not hardware related.

It does not matter whether they are spelled out in your terms of service or not.
Most people who do not offer support, always see clients leave after their first billing cycle.
 

webhostuk

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#9
Support is major portion for our Web hosting business or client even if its umanaged to inform customer and stay is touch is always better. Our business grown 99% depended on whats the quality of support , we at this position only due to support. So I will say we cannot neglect support for any services.
 

HostaPolis

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#10
Experience is the factor here. Not having any form of support is fine if you know what you are doing but I would highly doubt the average website owner knows enough to be without it. It is something I take seriously as par my line of work. I know for most people, it is an important key factor in using your services.
 
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#11
Well, support certainly matters a lot in this industry. There can be an outrage because of a Failed Hardware or even a network downtime. You can require remote hands support or probably at times your KVM isn't functioning. You can't expect your service to be down the whole weekend can you?
 
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#12
I don't always contact support, but I care about these guys to be available in case of emergency or just to quickly inform me about their hardware failure and approximate time to resolve that issue.
 
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#13
I'd definitely put way more support on shared hosting than on vps/dedi hosting if its unmanaged. I provide the hardware and you provide the software.

Like certain companies like to put it
 
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#14
Support is important. Although you don't need it much if you go with the managed hosting, But it is important even then. When I started with cloudways, Everything was very simple to set up with the tutorials and everything but still, i did got stuck in understanding some things and Cloudways support was fascinating. So when you pick up your hosting provider make sure they have a nice support team because relationship matters.
 
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#15
I dont think there is much difference in managed servers and unmanaged servers except that in managed you have some one monitoring your server and once its down, they fill fix it immediately. But in unmanaged these type of issues will take time. As long as your datacenter offers you 100% not many times you will have no problems.
 
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#16
Yes, one should care about hosting support because they are for our help only .
And somehow someone needs the support help.
So we always need good web hosting provided with excellent support.
 

KelvinSmith

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#17
It is one of the most important factors responsible for clients choosing hosting solutions for their business. Just going through tutorials and information that is ready available online isn't enough. Also, it is cheaper to acquire your customer than acquire new ones.
 

stew4

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#18
A reliable provider should offer good support to its clients. You never know what you may need or when you will need to ask for advice. Support team helps hosts build a better connection with their clients, because it would be great for them to have someone who will answer their questions as fast as possible. In general, the quality of support services is often one of the major determining factors for the number of clients that a host has. After all, sometimes even knowledge base, tutorials and FAQ sections are not enough source of information, because a person can have a problem or question which answer they cannot find there.
 

fishmonk

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#19
I believe that hosting support is an important attribute for customers to consider when chosing their hosting provider. The complexity of it may be immense for a new user to absorb straight away.

Therefore, providers need to build better communication with clients and be responsive. If there is not enough manpower to provide the customer support, some form of proper detailed guide should be given for newer users so that they do not have to contact support to settle trivial matters.
 

Rapid2

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#20
Support is always a must have whether you want to use it for not.
 
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