Finding the right company for outsourced hosting support is very important. Since hosting support is one of the areas you cannot skimp on, you must get the best possible support.
This all starts with choosing the right company to handle your support and the right server administrator. There are many factors to consider. Here are seven of the things you should look for in a company you hire for outsourced hosting support.
Types of Support
Your hosting customers will not all be the same. Some will prefer a help desk system for support, while others want to call and get support over the phone. There are many options for hosting support and you need to provide them for your customers.
If you’re searching for great outsourced hosting support, you need a company offering:
- Help Desk Support
- Live Chat Support
- Phone Support
If they company doesn’t provide all three of these options for support, it’s probably not the best choice.
North American Support Options
There’s nothing worse than finally getting somebody on the phone to help you with an issue just to find out there’s a communication barrier. Even the best English speakers from other countries can be hard to understand. When you choose the right type of hosting support, you need to consider getting 100% North American support.
A company providing support options in the United States and Canada will provide a choice your customers will appreciate. They won’t feel like they have called another country to get help with their issue. With 100% North American hosting support, there won’t be a communication barrier.
Why would you trust a brand new hosting support team unless they had some very experienced individuals? The best support teams all provide many years of experience with multiple types of servers and hosting systems. Experience matters and you want a team you can outsource your hosting support to that will provide excellent experience for your customers.
Just because you are outsourcing the hosting support for you company doesn’t mean it shouldn’t still look like your company is providing the support. Without a branding option, your customers may get confused and think that you are not providing the support they need. Make sure you get branded support from the company you trust with your hosting customers.
High Quality Server Monitoring
Unless you already have a great team providing you with server monitoring, you should be able to get it from the same team providing your hosting support. Most companies providing outsourced hosting support also provide server monitoring. It just makes sense to trust these two very important tasks to the same team of experts.
Offers 24/7/365 Support
You simply cannot compete in the hosting industry unless you offer support 100% of the time. If you need a provider of outsourced hosting support, you need one with the ability to provide 24/7 hosting support every day of the year, even holidays. The last thing you need is an irate customer posting bad reviews about your company because you don’t offer support when they need it.
Every hosting company worth using offers 24/7/365 support. You won’t be able to keep up with other companies if you only offer support during business hours or during the week. Your outsourced support for your hosting clients has to be provided every hour of every day.
Multiple Levels of Support
There is no such thing as a one-size-fits-all type of outsourced hosting support package. You should have the flexibility to add or subtract options as you see fit. You should also have the option to provide full SSH access or restrict access, as necessary. If a hosting support company doesn’t allow for multiple levels of support, they are probably not the best choice for you.
Choosing the right company to outsource your hosting support to is vital for your hosting company. Without absolutely amazing support, you may struggle to compete. If your company is small, you need every advantage you can get. Not only will the right outsourced hosting support provide a better type of support, but it will also help reduce your overhead. Make sure you choose a company with all of these key attributes when searching for outsourced hosting support.