Webhosting Website asked:


As we know Technical Support is helpful while working on web. But the reality is different. Here are some misunderstandings about tech support’s tasks.

We started our journey onto web, after creating a website hosting account. We are new to this web substance but packed enough with enthusiasm and confidence. We are interested in opening the design program and try to create some pages. But a problem appears and our program didn’t work, and truly we have not created any pages. Now we think to call a technical support for our new hosting company, but wait! Don’t hurry.

Our hosting company is providing us the space on its servers to put the information, and in no doubt they should be responsible that we can really make a website, Right?

But it seems quiet disappointing, as the answer is ‘no’. Our hosting company is providing us space and relocates for a website only, and it is our responsibility how to use that space. As what is uploaded and how it is uploaded to the account is the responsibility of the user. The job of technical support at any hosting company is to diagnosis and repair the problems related to the server.

This article will cover the two most common misconceptions on “Tech Support”

1. Training

2. Content update and solutions to some problems.

1- Training

Some basic knowledge is required for hosting and maintaining the website. It isn’t just a monthly expense, like electricity and water bills. It needs the understanding of both, the programs we’ll use to create the site and the programs we’ll use to maintain and upload it. Whenever a person comes to hosting without having general basic knowledge, he found himself in trouble and go for a hosting company’s technical support.

Its amazing that many people pays a great amount of money to colleges and other professional organizations to work out on software, even ordinary software. It is quiet unreasonable to look forward to these service which equates to a monthly hosting fee. Eventually there are resources associated with every program which we’re using to provide answers and elementary training. At variety of places, answers to more general questions beyond those specific to a single program, can be found. At entry level most hosting companies are providing training in website hosting through online resources, like manuals, knowledgebase, or even advanced video tutorials. So it is better to keep our self update always by checking these kinds of resources instead of calling a technical support.

2- Content Update

Most of the beginners enter website hosting with the idea that a hosting company’s technical support is not only a troubleshooting organization, but also a teaching and maintenance organization. These impersonations are due mostly to a misunderstanding of what comprise “technical support” problems. New information categorized by clients update, creates a problem on a web page, and perhaps, to them, too. But it is not a problem for which technical support at our hosting company is responsible.

If we need someone to update our website on a regular or even alternating basis, then we have two crucial options. The first, and most effective and economical, is to find an editing program which is simple to learn, and use it to make our own updates. The program we need will vary according to the nature of site we wish to build or maintain. Many hosting companies are even providing online “site builder” solutions which can be accessed right through our browser without any separate installation of program.

As another option, if we lack the time or skills to update a site, we can hire an outside web design services to perform our desirable updates. We will perhaps be able to find a great number of resources in our area, and as well as, by a searching at our desired search engine. Mainly web designers update the website, even if they have not designed it initially, with the information provided by us.

So by having some initial knowledge the “tech support” will not be a misconception and we sort our small problems on our own, giving pleasure to our work.

Sharon asked:


There are some Premium Hosting providers who promise you heaven and earth, but as soon as you sign up with them, they just leave you to your fate. You should avoid any website hosting provider that has this kind of service. How can you make sure that you do not fall into the trap of a website hosting provider that offers a disservice? It’s very simple; just continue reading this article to find out.

Ensure that the website on the Internet hosting provider has a technical support that works 24 / 7, before it could decide the order for their services. You should also make sure that a website hosting provider has in-house workers, which will be followed by the servers, not only on weekdays, but on weekends and holidays. This will give you confidence that the servers are monitored and taken by car in the event of server failure.

Do not think that a Web site hosting provider that advertising 24 / 7 technical supports until you test them. The fact is that the majority of these hosting providers do not have the kind of 24 / 7 technical support that is being advertised. You can test a website hosting provider by simply sending an email to midnight. You can also check further the quality of a website hosting provider by sending an email to them on Saturday evening or Sunday morning. If the answer to a Web site hosting provider is quick to pass all these tests, it means that the Web site hosting provider of technical support is great.

There is also another thing - we must make sure that the technical assistance team of a website hosting provider is knowledgeable enough to respond and help you solve your problems hosting your website. Any website hosting provider, which has a technical support function, is sufficiently competent to host your site.

We as a provider of Web hosting company have helped countless individuals to choose the right host. If what you seek is a website that the hosting company has a large technical support discussed in this article, then you should look no further than this site reliable Internet hosting provider.

Web Hosting asked:


There is not a single customer who wants late response to his/her technical question from the host. In the current direct world of Internet, there is no place for patience, and the time one spend disable to send or receive email or waiting for his/her website to come back online can signify loss of income. If one want to get a well-timed response from his/her support technician, there are certain things which one can apply as a customer to tempo up the process:

Classify the problem as soon as possible

It is a universal fact that as the more detail user can provide, the more quickly the technician can identify the root cause of the problem and rectify it. The following are the steps user should take in order to get directly to the error:

1. What program was the user working on that produced the error?

One should make a note of the version of the program and the operating system that the user is running on his/her computer.

2. What does the specific error message signify? The user should always be ready to give this information to the technician via phone, email, fax etc.

3. What steps committed by the user to reproduce the error?

4. At what occasion did the user noticed the error for the first time?

5. Whether the error occurs only once, regularly over a period of time, or only when the user does a certain thing?

6. Can the user reproduce the error on a separate computer?

Recognize the priority status of request

It is a matter of fact that support technicians receive several requests during the course of the day, often at the equivalent time, with varying levels of hurry, and these requests seize time to resolve. In the case when a request cannot be resolved instantly, then it will be assigned a suitable priority level based on the type of problem to be resolved as early as possible.

Outages must be given top consideration. If user’s website or email is down, any good technician would pull back all other projects until this is resolved.

Breakages

In the condition when a critical part of a user’s website becomes inoperable because of a server error, for e.g. a database for a shopping cart, this should all the time address with high priority.

Time responsive Operations – There are several condition when one requires doing something within a certain time frame, like for e.g. enabling or disabling a feature of one’s account, then the user should make this clear to the technician. The operation should be performed within the approved time frame as long as a higher priority issue does not arise.

Ongoing troubles- In case when the user suffers from a particular problem for an intolerable period of time, its priority should be raised as essential the longer the difficulty goes on.

Non-Critical Operations – In the condition when the user’s request does not adversely affect the function of his/her services or contain a time-sensitive element, it will award the lowest priority, but it still should be handled as early as realistically possible.

Permitting a suitable response time

As declared earlier, most technicians have several problems to handle at once, so once the user have an idea of the priority level of his/her request, permit an arguable amount of time for it to be resolved. Server errors should be resolved within hours to same day, relying on the condition. Lower priority items, which needed less time to be sort out, should usually be handled by the subsequent day. If a request requires several hours of work to resolve, one must anticipate it to take longer. A technician’s job is to be episodic continuously all day, so such requests will generally be saved until time permits or passed off to a further available person to be accomplished. The user should realize that any finishing time forecasted is being on assuming the absence of any higher priority requests dominating in the whole process.

Several types of technical support needs ought to be answered with an acknowledgement of conclusion. In the condition when the user do not receive one or are incapable to determine on their own that his/her issue has been resolved within a reasonable amount of time or not, then one should make contact with the technician again to inquire about the status of his/her request.

One should be a parasite if he/she have to, but be polite

In the condition, when the user’s request is taking an awkward period of time to be resolved, then there is some fact in an old wise saying that “the squeaky wheel gets the grease.” In the circumstances, when the technician can give the user a rational explanation for the reason of extended time frame, for e.g. resolving a higher priority issue, then in such condition he/she should try to give the technician a suitable extension to resolve his/her request. However, for instance, the explanation for the delay in service is inadequate and the setback continues to go unresolved, one perhaps needs to pose for the aid of another technician. One should not deviate from the rights of his/her in the crises and should remain firm because the customer is paying for his/her services, but do not to be insulted. Moreover, Technicians are human beings too, and it is not obligatory that all of them are going to respond well to user’s unpleasant remarks. But, if the circumstances reaches to such an extent that the user truly believe that his/her anger is warranted, ask to speak with someone else, Express the unsatisfactory response one is receiving, and request that his/her issue be tackled with the utmost priority as possible. But, if the situation does not except this sort of work also, then it is the need of the hour to consider switching service providers.

Aware about technician’s responsibilities

One should note that a support technician at a hosting company is not essentially accountable for every possible problem that one can have on the Internet. Moreover, he is only responsible for resolving problems in the matter related to services that his company provides to user. In the condition when the company only delivers web hosting and domain registration services, then the technician cannot be charged for problems caused by website design flaws, internet connection service outages, email addresses obtained through other providers, office network problems etc. Several good technicians are ready to give the user a limited amount of assistance with such types of problems anyway, but it should not be anticipated of them and one should know whom else to call if the technician determines that the problem is out of the reach of his command.

One should not be a hypochondriac

One should learn to help himself/herself whenever feasible, because it is most rapid than looking someone else for help. If the user is constantly asking for the same password or asking the technician to perform the same task again and again when one can learn to do it himself/herself, the user is not only wasting technician’s precious time but also restricting other people from being helped promptly and proficiently. One should learn from his/her own mistakes and should try that such things should not be reoccur. If user is always committing the same mistakes and asking somebody else to reoperate them, he/she will quickly locate himself/herself at the bottom of anybody’s priority list. If the technician explains to user how to carry out something, he/she should make sure that the process is recorded and stored there where he/she can search it easily whenever necessary. It’s worth user’s extra time if it saves time later on a recurring task.

There is no doubt that, every case is unique, one can believe that by following these guidelines one will without failure can receive faster and friendlier assistance on several of his/her technical support requests.

Catherine Widdowson asked:


Getting your Web Hosting issue resolved in the most efficient manner is very much a two way process, as web hosts are obviously very dependent on the information you supply. One of our aims in Daily.co.uk Support is to make sure we resolve your issues fully and as promptly as possible.

Here are a few tips for information you can provide that will help us get to the bottom of your query for you as quickly as possible:

1) Check the knowledgebase

Many companies now have an online knowledgebase which provides extremely detailed answers to common questions, as well as walkthroughs and even video guides to common actions. They’re there to help you, so it’s worth taking a look to see if there’s something that answers your question. If there’s not, you could always ask your Technical Support team if your problem is something for which they’d consider producing a guide.

2) Tell them the domain name

It’s very important to know exactly where the problem is, and the domain name will help your support team to get to that information as quickly as possible, especially if you have more than one product or service.

3) Be as specific as possible

If you’ve encountered a problem, one of the best ways to help your support team work out where to focus their efforts is to tell them exactly what you were trying to do when you came across the problem. They’ll then know exactly where to look first to try and solve your problem.

4) Provide background information

One of the most useful yet often overlooked pieces of information is whether or now you have previously tried to do whatever it was you were doing when you encountered the problem. It might sound odd, but if you have done the same thing before with no problem it narrows things down a bit. Likewise, it’s useful to know if the problem seems to be intermittent.

5) Note down any error messages

These might look undecipherable, but they are extrememly important in helping your Support team to diagnose and resolve your issue - if you encounter one, make a note of its contents and let Technical Support know.