Are there any hosting companies out there who average their support reply time to less than 1 hour at any time of the day? (literally - we're talking real 24/7 support)

Just wondering

I can see this as being questionable, forum guideline wise. Are you looking to sign up for hosting? If so, I'll move this to the requests forum where people can answer. Otherwise, this is going to be one long ad thread.

From my experiences, Ventures Online has 24/7 support and it was excellent.

I like websitesoursce.com
Not only do they have 24/7 support but they also have real time chat with tech support. Wait times for chat have varied from almost instantly to 4 or 5 minutes . Very responsive and I've been pleased. The plans are a bit pricey but you get the support you want.

Nope not looking into signing up for hosting.

I host my eBusiness site with Web Hosting Products (http://www.getwhp.com/) and they have the best tech support I have seen yet. 24/7 tech support via Phone, Chat, Ticket, and they also offer tech support via AIM and ICQ.

I highly recommend checking out this company!



WoodiE

yes, there is.
It is my previous host and I had been with them for two years.
Their hosting plans are almost twice expensive than the "cool" hosts here but they own their date centre and have very good and fast 24 hours of support.

the URL is http://www.fast.net

Originally posted by Omni
Are there any hosting companies out there who average their support reply time to less than 1 hour at any time of the day? (literally - we're talking real 24/7 support)

Just wondering

I think you will find that any host offering true 24/7 support will be a little more expensive than the rest of the hosts out there. There are a many more fixed costs to having someone man the phones and emails and 4 am on a Sunday!!

But I think that 24 hour support should be a standard that is established in this industry as things do not always go wrong only between the hours of 9 am and 5 pm EST!!

I agree with that :)

Are people willing to pay that extra amount for the support though? :confused:

some are, and some aren't. well managed companies like MediaTemple have excellent, and if you asked the webmaster of TeamPS, he'd tell you straight out that MediaTemple is simply the best.

I believe HostRocket said on their frontpage they had a 15minute turn around time.

Don't know where it is they want to turn but... :rolleyes:

Autoresponders are pretty good at replying instantly, 24/7. :)

We provide 24/7 support.. theres people working right now and its like 2am on monday morning. Customers have the option of sending in a priority ticket to guarantee certain response times as well however this is not included free with all accounts only the upper ones.

-Brendan

Oh no, is this Brendan of HostRocket?

Originally posted by HRBrendan
We provide 24/7 support.. theres people working right now and its like 2am on monday morning. Customers have the option of sending in a priority ticket to guarantee certain response times as well however this is not included free with all accounts only the upper ones.

So things have changed since you said?

We do provide 24/7 emergency tech support, its listed right on our hosting plans page. This includes making sure there are no server wide or network wide problems that occur, and that security is maintained throughout the night. There is always at least one person monitoring our servers, ususally more who are very capable of fixing just about any problem that would arise at any point in time during any given day. We, like just about every other host out there, do not have a full staff of people answering general support tickets in the middle of the night, those are generally done between 8am and 10pm.

http://www.webhostingtalk.com/showthread.php?s=&threadid=28853

Anyway, the question was who has 24/7 support that has an average reply time of less than 1 hour. Not who has 24/7 support.

Yes they have changed, thank you for noticing... lots of changes occuring but you'll hear about them soon enough :) We do have accounts that have guaranteed less than 1 hour ticket responses yes. You do seem awful concerned with our tech support, thinking of signing up Mr. Adams?

-Brendan

I think some of us know why he is "awful concerned" about the tech support. I am really glad to hear that you are making some changes in that area! So how about with the normal accounts (which do not have the priority service), for those accounts, email support response will be within how many hours? Have additional support personel been hired recently?

Speeking of tech support do any of you know of anyone who outsources tech support to other hosting company's because i would be highly intrested in this as i find getting outsourced tech support is easier. :)

I dont feel like doin the math on this but the first time is the recipt of the ticket and the 2nd time is the first human response to the ticket. The ones without 2nd times haven't been responded to as of me getting this list. This isnt problem resolution times, thats a little harder to calculate as it varies on how long it takes a customer to get back to you after you respond to the initial ticket.

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In general our ticket response times have greatly improved since the recent changes to our tech support staff.

-Brendan

Originally posted by HRBrendan
Yes they have changed, thank you for noticing... lots of changes occuring but you'll hear about them soon enough :) We do have accounts that have guaranteed less than 1 hour ticket responses yes. You do seem awful concerned with our tech support, thinking of signing up Mr. Adams?

Mr. Brendan, my concern is that your organization used to claim 24/7 support when they didn't actually mean that someone was answering support tickets 24/7. It just meant that the servers were being monitored 24/7. This was dishonest, in my opinion.

"Log into rocketsupport.com right from here, were here to help 24/7"

I wanted to know if you still did that. It looks to me like the answer is yes, unless you pay extra.

I'm not the slightest bit concerned about your practices, but I am willing to share my opinion on it. No, even if I didn't have access to wholesale web hosting, I wouldn't use your service. But thanks for asking.

I digress though. The topic is still response times in under an hour, 24/7. Since a lot of those times you posted don't even have a time for when the ticket was replied to, there is no way to calculate an average, but it's well over an hour.

I think Intermedia.net does have 24/7 support. I have used them for a huge project on win2k and they normally respond within 10 mins whatever time of day. ;-)

I think those response times which Brendan posted are the time of customer's request, and then the time an auto reply was dispached. I don't think the actual human reply is shown. Dishonest as usual.

I went through such a nightmare with HostRocket trying to get issues handled! After waiting a long time, I would log onto the support page and see that my trouble tickets were marked as resolved when they were not! Then I had to resubmit them only to have the same thing happen again.

hey guys -

As I am one that does answer a lot of those tickets I can assure you that they are actual human response times, cause last time I checked, i'm an actual human :) Any autoresponse that is sent out is instant and is not shown with that display Brendan has posted as we do offer 24/7 support. We've done so much lately to improve not only the quality of our support but the response time as well, i'm exhausted just thinking about the endless effort we all have put in and continue to put in. Just thought I'd let you know ;)

-Melissa

I sent site5 a non-urgent ticket at 2 am EST and still received a reply in less than 20 minutes. Very impressive.

In contrast, last night I finally received a reply to the ticket to cancel my account at Aletia, which was sent 3/29. :emlaugh:

And I had considered HR too, before I realized that for the price I wanted, I had to pre-pay for a year, which I can't afford. I understand and accept that HR doesn't return the setup fee, but considering I was signed up there for less than a day and didn't actually DO anything with my account there, a full refund would have been fair. I just hope that I don't see a $500+ charge on my statement next month.

From my experiences over a year, ecommercediscovery.com has excellent support, their responsed normally less than an hour