I've read a lot of good things about servstra on WHT. The only thing that is concerning me is the lack of an emergency phone contact. Customer support is completely email dependent. Any thoughts?I tried Servstra not long ago, their email support was pretty fast and pretty ok considering that their support seems to be outsourced in India. Also knowing that Servstra are LT resellers, you are likely to get a faster response from servstra than LT. However for hardware issues servstra will have to forward client queries to LT (correct me if I'm wrong).Servstra support's email base is really helpful, I'm happy so far with them . on their site's showig the billing add @ Australia , so I don't think they provide fone support anyway but will be more usefull if they have instant messengerI've read a lot of good things about servstra on WHT. The only thing that is concerning me is the lack of an emergency phone contact. Customer support is completely email dependent. Any thoughts?
24/7 support is via online helpdesk and email. For us to offer phone support, we'd have to significantly increase our prices which goes against our business plan.
We are looking at offering an emergency voicemail system which would only be used real emergencies.Servstra support's email base is really helpful, I'm happy so far with them . on their site's showig the billing add @ Australia , so I don't think they provide fone support anyway but will be more usefull if they have instant messenger
We did trial support via live chat and that unfortunately put a huge strain on our support team. The beauty of email/helpdesk is that our techs can be working on multiple tickets at once. With live chat, managing more than a couple of chat sessions becomes increasingly difficult.
I've noticed providers who offer live chat support but then you find that when customers use it, 9 times out of 10 they are asked to submit a ticket. I think the best use for live chat support is reboots.I tried Servstra not long ago, their email support was pretty fast and pretty ok considering that their support seems to be outsourced in India. Also knowing that Servstra are LT resellers, you are likely to get a faster response from servstra than LT. However for hardware issues servstra will have to forward client queries to LT (correct me if I'm wrong).
All of our techs work for us and us only. Some are sub-contracted, some work from our Melbourne office. We have techs in the UK, India, Australia and the USA.We are looking at offering an emergency voicemail system which would only be used real emergencies.
Will this support team understand requests any better then current people? Or is it going to be same mess again?I have been with servstra for about 6 months, have had some issues with the box and they have been resolved promptly.
Yesterday I requested a ram upgrade to 2gb, which was carried out in a timely manner. However I then realised that some of my sites were not running and replied to the sale ticket asking them to investigate.
When I wake this morning all sites on the server are not working. I got a reply after I went to bed saying to put in a support request and they will deal with it.
Ok so I put in a request and they have resolved a problem with the named.conf
Its a little frustrating that there is no phone support, especially when you have an emergency - but the email system does work, sometimes seems like you are talking to yourself - but thats because they are working to fix your problem.
Thumbs up from me
IainWill this support team understand requests any better then current people? Or is it going to be same mess again?
Please contact me at <!-- e --><a href="mailto:[email protected]">[email protected]</a><!-- e --> and put ATTENTION GREG in the email subject so that I can discuss with you your feedback/concerns.photoads - We'd love to offer phone support but right now the costs of doing so woud force us to increase our prices quite a bit. But we are always looking at ways to improve not only support, but all areas of our businsss.
photoads - We'd love to offer phone support but right now the costs of doing so woud force us to increase our prices quite a bit. But we are always looking at ways to improve not only support, but all areas of our businsss.
what about VOIP?? It would be good, if we talk to suport..:uzi:The call price is not the issue, it is the labor to answer the calls that people don't seem to understand. That is why 9 out of 10 datacenters offer helpdesk ticket only,, it also prevents he said/she said B/S
24/7 support is via online helpdesk and email. For us to offer phone support, we'd have to significantly increase our prices which goes against our business plan.
We are looking at offering an emergency voicemail system which would only be used real emergencies.Servstra support's email base is really helpful, I'm happy so far with them . on their site's showig the billing add @ Australia , so I don't think they provide fone support anyway but will be more usefull if they have instant messenger
We did trial support via live chat and that unfortunately put a huge strain on our support team. The beauty of email/helpdesk is that our techs can be working on multiple tickets at once. With live chat, managing more than a couple of chat sessions becomes increasingly difficult.
I've noticed providers who offer live chat support but then you find that when customers use it, 9 times out of 10 they are asked to submit a ticket. I think the best use for live chat support is reboots.I tried Servstra not long ago, their email support was pretty fast and pretty ok considering that their support seems to be outsourced in India. Also knowing that Servstra are LT resellers, you are likely to get a faster response from servstra than LT. However for hardware issues servstra will have to forward client queries to LT (correct me if I'm wrong).
All of our techs work for us and us only. Some are sub-contracted, some work from our Melbourne office. We have techs in the UK, India, Australia and the USA.We are looking at offering an emergency voicemail system which would only be used real emergencies.
Will this support team understand requests any better then current people? Or is it going to be same mess again?I have been with servstra for about 6 months, have had some issues with the box and they have been resolved promptly.
Yesterday I requested a ram upgrade to 2gb, which was carried out in a timely manner. However I then realised that some of my sites were not running and replied to the sale ticket asking them to investigate.
When I wake this morning all sites on the server are not working. I got a reply after I went to bed saying to put in a support request and they will deal with it.
Ok so I put in a request and they have resolved a problem with the named.conf
Its a little frustrating that there is no phone support, especially when you have an emergency - but the email system does work, sometimes seems like you are talking to yourself - but thats because they are working to fix your problem.
Thumbs up from me
IainWill this support team understand requests any better then current people? Or is it going to be same mess again?
Please contact me at <!-- e --><a href="mailto:[email protected]">[email protected]</a><!-- e --> and put ATTENTION GREG in the email subject so that I can discuss with you your feedback/concerns.photoads - We'd love to offer phone support but right now the costs of doing so woud force us to increase our prices quite a bit. But we are always looking at ways to improve not only support, but all areas of our businsss.
photoads - We'd love to offer phone support but right now the costs of doing so woud force us to increase our prices quite a bit. But we are always looking at ways to improve not only support, but all areas of our businsss. what about VOIP?? It would be good, if we talk to suport..:uzi:The call price is not the issue, it is the labor to answer the calls that people don't seem to understand. That is why 9 out of 10 datacenters offer helpdesk ticket only,, it also prevents he said/she said B/S