The main difficulty in providing effective website hosting support is problem identification. A website maybe down or misbehaving due to several, totally unrelated problems:
- disk crash or other hardware component failure
- resource hijacking by another user
- DDos attack on a server or one of the websites residing on the same server
- malware infection
- website hacking/hi-jacking
- plugin conflict
- Google blacklisting
- other factors
If you buy hosting from one of the large hosting companies, you frequently don’t have direct contact with their support engineers. You need to explain the problem (not easy if you are not a technical person) via an email or a ticket system, wait a few hours for the response and possibly search for a solution yourself if you are on a cheap, shared hosting account.
By hosting with us, you get direct access to experienced support. We can generally quickly diagnose the root cause of problems, sometimes even before you become aware of them. If it is a server/network issue – we refer it to the Data Centre Software Engineers who look after our servers. If it is a problem with malware or website hacking – we will either resolve it ourselves or refer it to security specialists. If it is a problem with your WordPress installation or a plugin conflict, we will sort it out, assuming you are on a website support package.
A hosting company which hosts thousands of websites, can be sometimes a bit slow in resolving even simple problems. You can wait for hours for simple password re-set or website restoration and often be charged ad-hoc rates for it. Because we offer hosting only to a handful of selected clients, we usually can resolve simple problems like that in a matter of minutes, and for no extra charge, if you are on one of our support packages.
