Web hosting support
Customer support is vital in any business, including in the hosting industry. Not all web hosting clients have all the required knowledge to use a hosting account, and intermediate as well as beginning users often need help.
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Web hosting support needs
Typical support questions/problems:
Technical support
- How to use an FTP client
- How to set up name servers
- How to register, transfer, and point domains
- Email / webmail setup and use
- Control panel use
- Getting / waiting for the domain to resolve
- Need help getting a script to work
- The site or server is down
Account support
- Questions about web hosting packages and features
- Questions about policies and charges
- Renewal requests
- Cancellation requests
- Changes to billing details
- Upgrades or downgrades to a different web hosting package
Types of web hosting support
Below is a list of common support methods offered by most web hosting companies:
Person-to-person support
- Email and ticketing systems
- Live chat
- Phone support
Support that clients can access themselves
- FAQs and knowledge base
- Text tutorials
- Video tutorials
- Help manuals
- Online forums
Good tutorials and other self-access support options can greatly reduce the number of technical support requests.
In-house or outsourced support
Many companies offer outsourced tech support. Some web hosts rely on them completely, while others use them only for the hours when their regular support staff isn't working. Some web hosts have enough of a tech support team that they can provide all their support in-house.
Hours of web hosting support
24/7 tech support is common, while billing and account support is often offered only during business hours.
See also
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