Hosting: Last frontier on technical support


When you’re setting up a website either for yourself or for a client, one of the things that one wants to have assured is… how good the technical support is gonna be? Because when you are in need to change something or make sure that your services are running alright, you want someone on the other side with a prompt response.

This might be one of the most decisive factors to go for one hosting provider or another. Quite frankly, this alone might be the only concern you should be having in the competitive world of hosting, in which features go as high as prices go low, but nobody reveals how good their technical support really is.

Support Tickets

Ever heard of them? This is the system they set in place to handle incidences. When you visit the support section of most web hosting sites, you will see a menu that lists a variety of categories in which you can file your complaint or inquiry. Many of these categories appear to represent your problem, but that is not always the case.

For example, if you are having a problem editing your website’s template or installing a third party plug-in onto your website. You may assume that it is a scripting issue. However, in all actuality, it is not a scripting issue that is directly related to your web hosting account. Your web hosting company may advise you to consult with a web design professional. Many people will see this as a lack of support even though that might be the best solution they can offer. Support ticket categories are perhaps the leading cause of confusion and frustration.

Terms and Conditions

A more accurate way to assess the boundaries of your web hosting provider support capabilities is to refer to its Terms of Service. Very often you will be able to find information about what the support staff is able to help you with. A good rule of thumb is – if the problem cannot be solved within your control panel, then the web hosting company probably cannot help you with it.

Phone Support

The easiest way to find out whether or not your problem can be solved by your web hosting company is to call them and find out in real time. Instead of waiting for an email response you may find it more time-efficient to speak with a customer service representative on the phone (or a Live Chat). This will eliminate confusion and frustration that results from information “lost in translation” via email.


Not that I haven’t had a single problem with hostgator. I have had some, like the time when I needed a dedicated IP for one of my sites. So, you just go to their ticketing system and describe your problem there. After doing so, they take from a few minutes to a couple of hours to respond, but they usually do quite promptly and there are no major issues or delays.

I know from other webmasters that if the technical support is not good enough, a simple problem could turn into a nightmare.

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