Everyday new hosting companies appear on the online scene. There’s many similarities between different hosting services, but one facet of that word, “service” can make you or break you with your customers, the response and resolve time provided by your hosting service when your site goes down or gets corrupted.
When you are running through the wasteland of hosting offerings, most of which are flashy and sound very high tech and professional. But you will still have no idea of the quality of their customer service when you really need it. And that need just might be in the middle of the night on a holiday weekend.
Response time is the time it takes for you to receive notice that the someone knows that you have a problem and indicates what they plan to do about it. The reality of today’s online business atmosphere is that this whole process can be in three or four separate locations…where you are has nothing to do with it. The hosting service can be anywhere in the world and the customer support can be outsourced to another part of the globe. Regardless, this response to your request for help should arrive in your email box quickly and is designed to let you know that someone out there heard you and to calm you down.
The resolution time is the guarantee the hosting service extends to give you an idea of how long it will take to fix your problem. One of the requirements for an accurate resolution time is for you to provide specific and accurate descriptions of the problem on your website. “My website isn’t responding” doesn’t provide a clue about the real problem and will delay the resolution. You will have to be more specific in order to get quick results, like “Email doesn’t work” or “My customers report that they cannot download my product.”
So, before you jump into hosting contracts, check out their response and resolution guarantees. See if they have user complaints about response and resolution performance. Make sure they have 24/7 tech support. Get a copy and READ their Service Level Agreements (SLAs) for the level of hosting you need. Protect yourself.