Integrated Support and Operations Model

HOSTING delivers the BEST level of service in the industry – and we have the numbers to back it. Our NPS (net promoter score) rivals ANY business in America today, including some of the best known the ‘poster children’ when you think service. So while most hosting companies claim to have great support – at HOSTING, we set ourselves apart with an outstanding 24 x 7 support center staffed with professionals who truly care about our customers. The fact that our company bonus is tied to our NPS score gives us the focus to ensure our operation practices and support teams are integrated so we provide customers with the highest levels of transparency and control. Every customer gains instant access to 200+ certified cloud engineers and support staff to ensure their solution is meeting the changing demands of their business – at all times.

Online Support Knowledge Base

Access our comprehensive Support Knowledge Base for step-by-step user guides and flash-based videos on topics ranging from ColdFusion to SSL Certificates and DNS Management to Email.

Customer Portal

HOSTING understands that the cloud is equally about resource availability and user experience. The Customer Portal allows customers to manage their cloud assets. Customizable dashboards allow for instantly adding cloud resources or cloning existing machines. The Customer Portal ties directly into our ticketing system, and allows management of hybrid solutions from a single pane of glass. 

Monitoring

In order to provide application availability SLAs, we provide robust infrastructure, component and application monitoring tools, services, and alerts. Our monitoring suite seamlessly connects into our portal to provide you with a data center dashboard for proactive and reactive monitoring and management. Portal visibility allows you to continuously monitor the overall health of your application and IT systems.

Dedicated Entourage Support

We provide dedicated support teams to each customer so customers never speak with someone that is unfamiliar with their solution. We only employ Tier 2 and Tier 3 support agents so customers can rest assured they are speaking with trained industry experts. We measure support success through the Net Promoter Score (NPS) and consistently score well above industry averages.

Service Delivery Management

In addition to Entourage Support, we supply each customer with a Service Delivery Management team to engage in high-priority escalations and pro-active consultation on additional services or solutions necessary to ensure HOSTING continuously meets their changing needs and requirements (e.g. application monitoring, new storage options, and compliance testing).

Centers of Excellence

Within our operations model is a system in which we assemble teams of highly trained, technology-specific engineers to build, maintain and test our platforms – and ultimately successful operations. They ensure our solutions are architected to meet customer expectations. Examples include the storage, virtualization, and platform centers of excellence.