I have been using an outsourced support company for the last few years to take care of my client tickets and personal web server issues. I looked at the possibility of trying to learn how to fix problems and answer tickets, but it just didn't make financial sense when I could have a 24/7 support team take care of it for me.

http://www.logicsupport.com has been taking care of this for me, and they do a great job. I have zero complaints and a stable server.

My question is: How many of you use outsourced hosting support? For that that do, what companies do you use? I am definitely not looking to switch, just curious...

Thanks everyone for your input :)

I don't use them, but have seen recommendations for Bobcares.

I have never heard of bobcares, are they like logicsupport?

I'm not familiar with logicsupport, so I can't say, but the basic setup at Bobcares is that you can buy various support plans from them. Their engineers are in India, but if you want, you can add on first-level phone support from reps in the US.

Thanks for the replies. I just use email support, I prefer it actually, probably because I hate talking on the phone, or the fact I can describe things better in an email with links, attached screen shots, etc...

I have someone ask what the response times are that I get from my tickets. From the time I send one in, I immediately get a response that it was received and the name of the tech working on it. Depending on the problem I am having, tickets can take anywhere from 15-30 minutes to get resolved. I understand this time variance is from multiple factors and no two problems are ever going to be the same.

I do`nt like oursourced support and I am concerned that it is not the best solution for your on-line business

I used easyservermanagement for a couple of years. Very good service. Highly recommended.

I do`nt like oursourced support and I am concerned that it is not the best solution for your on-line business
You're going to have to give more information than that for your opinion to be taken into consideration - this is a business category in the forum, it shouldn't be based on emotions/feelings, but rather objective decisions.

I looked at the possibility of trying to learn how to fix problems and answer tickets, but it just didn't make financial sense when I could have a 24/7 support team take care of it for me.

I'd say that if you've found them to do a good job and aren't have any issues, don't question it, let them continue to take care of it. This will put you in a good position, you can take care of the business and not have to worry about support... that would be quite a relief for small hosting businesses, especially the 1 man operations.

I do`nt like oursourced support and I am concerned that it is not the best solution for your on-line business

Thank for the clarification Anky; I made the choice to outsource because I don't want to worry about fixing problems 24/7 - that is what I pay them for. If you think about it, who has time to sit at their computer waiting for tickets to come in? If have to leave, sleep, etc.. Why worry about having a delay in answering tickets and potentially pissing off a client? There is little or no loyalty in hosting clients, and they will leave you for someone else that delivers better service in an instant.

Why take the chance of performing with less customer service than your competition? We have learned a lot in our laptop repair business over the past year and are always making improvements to stay ahead of our competition. Studying your competition and improving your business with the best tools at your disposal are what will keep your company afloat.