Publish support stats

[jeff_s]

I have just signed up with HostGator as a reseller and I am presently moving my clients' sites from my old provider. My experience here has been perfectly smooth so far. I am on Scion, so I hope my cohabtitating resellers there are generally well-behaved.

My old provider was very inexpensive but their support was poor indeed. Very thinly staffed, and the few on hand had serious English language problems. Plus total concealment of actual location and relationship to the data center, and no phone contact whatsoever! I always felt as though answers given were secretive and evasive, in order to shroud what was probably a very tiny operation trying to appear like a big one.

I carefully studied hosting reviews from several sources, and while I am paying a little more for HostGator, I was impressed by the number of positive comments in the reviews and these forums, and HostGator's apparent open/honest stance regarding service and support. That's what sold me.

My suggestion is to publish your support stats, which I would guess are readily available from the helpdesk software you use. Maybe even realtime and historical graphs of open calls and server outages. I believe that taking this step would truly set you apart from your competition and greatly enhance your "open and honest" example.

It might also help clients to learn of peak vs. slack times and hold lower-priority questions for the valleys.

-Jeff_s

[esl]

I agree.

Any user can view their server status in their cPanel. Look on the options menu on the left under memory etc. There is a link to "Service Status". There you can view your server status.