Integrated Support and Operations Model

Hosting.com 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 company claim to have great support – at Hosting.com, 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 Knowledgebase

Access our comprehensive Support Knowledgebase 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.com understands that the cloud is equally about resource availability and user experience. Our customer portal allows you to manage your cloud assets, gives you customizable dashboards where you can instantly add cloud resources or clone existing machines, ties directly into our ticketing system, and allows you to manage 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 our 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 never speak to an “amateur.”  We measure support success through the Net Promoter Score (NPS) and score similarly to companies such as Apple and Google; 86% of our clients are “highly likely” to refer Hosting.com to a friend or colleague.

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.com 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. The expertise of these teams is often shared with clients and they ensure our solutions are architected to meet customer expectations. Examples include the storage, virtualization, and platform centers of excellence.