Have you ever found yourself unable to receive your email or bring up your website at 1am on a Sunday morning and your only recourse is to submit a support ticket to your host and wait up to 24 hours for a reply? Is that any way to run a business? What if you’ve signed up for a reseller hosting plan with this host? Can your customers really afford to wait? Yet, that is the way a great many web hosting businesses function these days, as it has become an unfortunate but acceptable way of doing business in the web hosting industry.

Sure it’s a lot cheaper to simply provide some type of web based solution. And without a doubt these types of systems are critical to any web hosting business and in many cases are even a preferred way of providing technical support.

In some instances, a customer will have a simple login and password issue that would best be resolved by sending text directly to the customer. In other cases, the support request may not be an urgent one and the customer’s request does not carry the urgency that phone support might require. Some type of email and web based support system is always a necessary part of any serious hosting operation.

But let’s return to that Sunday morning crisis again. You’re just about ready to turn in for the evening, when you start to receive a flood of urgent emails from your customers telling you their sites are unreachable.

What can you do now? You can submit a ticket to your hosting company’s help desk and just hope that someone will see it and jump on it right away, but you’re basically operating blindly, dead in the water and at the mercy of some web based ticket queue. It’s not going to be a fun night.

Here’s another example. What if one of your customers is suddenly experiencing some strange intermittent database issue that you can’t diagnose yourself and you need to get in contact with your host. You send a ticket in describing the issue as best you can and even in a best case scenario with a hosting company that guarantees a ticket response time in under an hour, you get a reply from the tech asking you for your client’s IP. You send that in, wait another 45 minutes to an hour before receiving another reply from the tech informing you that the ip is not being blocked, how about performing a traceroute and sending that in now? You see where this is going. Many frustrating hours of back and forth with a tech support agent before your relatively simple issue is finally resolved.

Now imagine that same scenario, but in this case, you can contact your hosting company’s tech support department through a toll free 800 number, 24 hours a day, 7 days a week. You pick up the phone and dial the tech and within 5 minutes the issue is resolved, you are back in action and your client is happy. Or that 1AM Sunday morning coding session can start anew in a matter of minutes. It’s really a no brainer.

While every hosting company must have some type of web based ticketing system to serve their customers and resellers, 24×7 toll free telephone technical support is a crucial resource for anyone who is serious about web hosting and in particular, reseller hosting. If you are a reseller and your clients rely on you for their online businesses, then toll free phone support is absolutely essential.

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1. Basics of Reseller Hosting
2. Is Windows Reseller Hosting a Good Option?
3. Is Reseller Hosting Still Making Money?
4. Reseller Web Hosting: Way to Begin Web Hosting Business
5. How To Stop Harassing Phone Calls With Address Search By Phone

Tags: Business, internet, online business, reseller hosting, web design, Web Hosting

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