Support in web hosting

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Most web hosting companies understand that providing superior customer support is essential for the satisfaction of their customers. That's why it’s now a standard practice for companies to offer 24/7/365 customer and technical support via a number of options. However, this doesn’t mean that they always provide the most effective support. In order to help you find the best web host we’ve gathered helpful information about the type of customer support you should be looking for from your hosting provider. 

Contacting Support

Most web hosts offer a variety of options for contacting their customer and technical support representatives including phone support, email support, live chat, support tickets, and online forms. But this is just the beginning as it’s important for customers to find quick responses to their questions using whatever means necessary. This could mean searching first through the web host’s user forum, a knowledgebase complete with frequently asked questions, instructional articles, videos, and blogs.  In fact most web hosts ask that their customers look through these additional resources for common questions before contacting a representative directly. 

Before purchasing a plan contact their sales number, the responsiveness of their sales agents is often a good indicator as to the support of their support contact center

Support Response

You should never have to spend hours waiting for a support representative to get back to you; if you contact support directly via phone or live chat, you should receive a quick response. Some companies will report their average waiting period so you know exactly how much time to anticipate waiting. This can range from 2 minutes or up to an hour depending on the means of support (phone, live chat vs email) and the type of support needed (billing, sales, or technical). Before purchasing hosting, you should test out the customer support of a prospective host. See how long it really takes to get in touch with a representative and if they can easily answer all of your questions. 


You should never have to spend hours waiting for a support representative to get back to you; if you contact support directly via phone or live chat, you should receive a quick response.

Differences in Support for VPS & Dedicated Servers

It’s important to remember that the type of hosting plan you choose will determine the full extent of the support you’ll be able to receive from your hosting company. For example, if you purchase a shared hosting plan, your hosting provider is responsible for all aspects of support, management, security and the general upkeep of your server and account. Most VPS plans also offer full customer and technical support, however the user has more technical responsibility because they are given more control over their account.

This being said, many companies like HostGator offer fully managed VPS accounts.  Dedicated servers tend to offer less support than other hosting, the reason for this is actually one of the advantages of dedicated servers, which offers customers full root access to their servers and complete control over the software and security.  If you need the resources of more disk space and bandwidth, but you want more support, you can always choose to purchase a managed dedicated server, however this will cost you more money than an unmanaged hosting. 

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