starbits
31st August 2007, 04:07 PM
I have used half a dozen web hosting firms over the years. I am proud to be a reseller for Rochen. They have absolutely the best technical support I have ever encountered.
One company I tried was fine for "sunny days", but the first time there is a problem, forget it. They didn't even have their own tech support - just a contracted generic support. Another company hid behind layers ("your support request has been referred to our second tier support" - "gee thanks, how about solving the problem instead").
Rochen is always available. The first thing I noticed was their extensive support forums. These are not just members helping members; Rochen staff members are continually present. When I actually needed to put in a trouble ticket, I noted that their ticket system tracks time until completion of the request. Measuring response time is an excellent way to reduce response time, and I have never had a problem regardless of the time when I submitted the problem. if London support didn't respond then Australia would. They really are a 24 hour global company. To be sure, they not only closed the request - they solved the problem.
The thing is, stuff happens. When looking for a hosting company, look for one who is good at working on the stuff that happens. That's Rochen.
Regards,
Steve
Steven Arbitman
Starbits Studios, Inc.
www.starbits.com
215-233-9004
One company I tried was fine for "sunny days", but the first time there is a problem, forget it. They didn't even have their own tech support - just a contracted generic support. Another company hid behind layers ("your support request has been referred to our second tier support" - "gee thanks, how about solving the problem instead").
Rochen is always available. The first thing I noticed was their extensive support forums. These are not just members helping members; Rochen staff members are continually present. When I actually needed to put in a trouble ticket, I noted that their ticket system tracks time until completion of the request. Measuring response time is an excellent way to reduce response time, and I have never had a problem regardless of the time when I submitted the problem. if London support didn't respond then Australia would. They really are a 24 hour global company. To be sure, they not only closed the request - they solved the problem.
The thing is, stuff happens. When looking for a hosting company, look for one who is good at working on the stuff that happens. That's Rochen.
Regards,
Steve
Steven Arbitman
Starbits Studios, Inc.
www.starbits.com
215-233-9004