First of all, I would like to say that this post is *not* a complaint, more like a suggestion ...
After trying the rest, I gave the BEST a shot. And certainly, beachcomber.net is the best outthere (price-uptime-service). I ve been with them a few months, and in that time, little to none downtime and excellent service.
HOWEVER, yesterday, for the first time, we had a "long" downtime of maybe 2 hours on one of their servers. I asked around, and Chat support did'nt have much info about it. Server went up, and I didn't mind.
Today, like 30 minutes ago, server went down again. Chat support was kinda busy this time around, but after a few minutes, one of their reps explained me that the problem was an overload on the server. As I was typing this, server went back up. As I said, they are GOOD.
Anyway, my suggestion to beachcomber.net would be to have a news page so that clients can check what s going on with the servers. Maybe like a blog, or forum that is actually updated as soon as there is some trouble. That would be the only thing missing to my hosting experience with you guys.
Many hosts have status page or at least a customer forum to keep customers updated regarding server downtime, maintanence and issues etc..
As a beachcomber customer myself (not reseller) I remember them having a forum for such purpose but I'm not quite sure what happened to it as the link does not work anymore. Mark from beachcomber is a regular user here so you can always try finding the username Beachcomber and send a PM to him regarding this matter.
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I have a beachcomber account too. Amazing speeds and I haven't noticed any downtime. Best I've encountered so far in a shared host. Mark personally called me at home when I signed up. Talk about impressive!
However, that being said, there is a small squirrelmail problem on server351. It logs me out automatically against my will. Contacted customer service about it. They confirmed that it happens to them too. They weren't sure what to tell me, other than to confirm that it is occuring. Even with this trivial annoyance, I still love them and am sticking with them. Everything else rocks!
I agree - that companies should have ways to inform their clients of any issue related with the company. Sort of an open door effect. Clients do not like to be left in the dark when it comes to downtime.
I will take a step further and say that host should have not only more than one avenue for support - but more than one way to update their clients. For example...
For example with support you might have: Live Chat, Telephone, Email, Tickets, Knowledgebase, Tutorials, forums.
And with news updates: Forums, ANnouncement area in the client and outside of the client billing area, blogs, emails sent out to subscribers that want to be updated.
Having several different avenues can really make your company accessable.
You can even be nifty with it. For example - have a blog or forum that reports detailed information about the outage/downtime etc. and then use the other options to give brief info about the downtime with a link pointing to the more descriptive listing.
Rule of thumb:::
Always think about your customers 1st. 2nd. and 3rd. Then when you feel its time you can actually think about yourself, think about your customers again.