It often happens that users complain of the arrogance or rudeness of the services of their web hosting providers, usually accusing the Indian providers who seem truly disliked more than those overseas. From experience I can say that it is not so, and it also happens in the U.S. If there are technical staff with a bad day, they can succeed unpleasant ticket, and sound very detached, as is normal, there are people to respond.
What we have tried many times to say is that the dialogue and the approach used with the assistance of its hosting service is almost always determined by the emergence of such problems . Let me give some advice that may be useful for the next time you’ll open a ticket, in different situations.
Downtime, ticket information request : in these cases, it much depends on the type of service, let’s assume you are on shared hosting, domain and web space. Report this downtime, but immediately asking for explanations and complaining about the disruption cannot take away the problem. I almost always have a service provider monitoring and they probably are already working on the problem, but to answer and inform the customer of all is a bit more complicated than you might think. This kind of ticket does nothing but delay the response to obtain explanations or altered, more so in smaller companies, where technicians are alternated between ticket and challenge. Better to ask about downtime and reserve at a later date to discuss the details, including any reimbursements provided by the SLA.
Unanticipated changes : not all hosting providers allow queries about changing some settings, the more so about our script. From experience many hosting providers are also inclined to grant modifications or inspections not covered by the contract, but always make sure that this behavior is or is not a favor, and especially what are the requirements to be feasible contract.
Domains and mailboxes : two of the most popular services when it comes to tickets, users often forget or fail to include important details useful information for a quick resolution of the problem. Writing “mail does not work” is unfortunately a lack of information and not very helpful for certain services, then try to include a precise description of the problem, adding examples. With these two services, it is very easy to explain vague, especially if you are inexperienced, you ask for details. It is quite normal, and most importantly it is critical to the resolution.
Upgrade and trade demands : loading problems often end with a proposal for a new plan or upgrade to a dedicated server from the provider. Before assessing whether this is or is not excessive, ask for a proper technical explanation of the problem and the solution, some customers often accuse the providers who want to sell a superior solution if technical problems are not resolved. An explanation and analysis technique can be useful to ask a further opinion and get useful information with which to compare.
Avoid threats of publishing information on websites, a practice that is quite wrong and does not lead to anything good, so do not threaten the publication of the story on portals, blogs and industry. This almost never helps to solve the problem or unlock the situation. Narrating the positive or negative experience in any case will be a next step, but certainly not helpful during the dialogue with the service.
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