What Can We Do to Impove?

[Steven]

We are always looking to improve the level of service that we provide for our customers. We strive to maintain a level of excellence in both uptime and customer satisfaction. We were wondering if anyone has any suggestions on how we can improve our level of service? If you are satisfied with the service that we provide, you can also post that as well.

Any feedback is greatly appreciated.

-Steven

[Sara]

So far, I haven't really noticed anything that needs improving. I have been with IH for about 3-4 months now. About the only thing I couldn't find was a help link for the control panel!

Keep up the great work!

:)

Sara

[Steven]

Hey sara, please take a look at www.insiderhosting.com/manuals and click on the cpanel .pdf file as that will provide you with all the documentation pertaining to the control panel.

-Steven

[Sara]

Thanks Steven! :)

Is that link on the main host page, or did I miss it somewhere?

Sara

[Eric]

I have to agree with Sara, I havn't noticed anything that really needs improving over the last month or so regarding service or support.

I was delighted to see the addition to the support page and the forums this afternoon though :) I also appreciated the email a few weeks after I signed up to see how things were going. So keep sending those :)

Thanks for that link Steven...I hadn't noticed a link like that before and it will come in handy as I learn WHM :)

Eric

[Charles O'Brien]

Just a note about the WHM manual, you might want to occasionally check cpanel.net, because I *believe* the manual to not be completely up-to-date with the newest cPanel/WHM build, 4.9.x.

[lenrapp]

Hi Steve;

I think you are doing a great job and have really helped me understand more then I have after years with AIT (they were awful). I appreciate the late night tech support and your concern to get things right before we both go to sleep.

Just one suggestion. It would be easier to have the link to your tech support in the form of a graphics button or a link on the home page. This way I won't have to go inside the site and access it there. Just a little time saver...:)

Keep up the good work.

[Steven]

Originally posted by lenrapp
Hi Steve;

I think you are doing a great job and have really helped me understand more then I have after years with AIT (they were awful). I appreciate the late night tech support and your concern to get things right before we both go to sleep.

Just one suggestion. It would be easier to have the link to your tech support in the form of a graphics button or a link on the home page. This way I won't have to go inside the site and access it there. Just a little time saver...:)

Keep up the good work.

Len,
Do you mean on the actual insiderhosting.com homepage? If so, just click on the contact us icon on the navigational bar on the top part of our site and it will take you to the helpdesk, forums, e-mails, etc...

-Steven

[lenrapp]

Hi Steve;

I have been using the link on the bottom of the page. I was thinking I suppose of renaming a button to SUPPORT and keeping this different from the contact information.

Kind of makes it stand out, seem a bit more meaningful then just a small link on the bottom of the contact page.

This way you could elaborate a bit more on the support options and maybe include the support ticket system on that page. Or maybe just have the link to Support on the home page that takes you direct to the ticket system. Of course you could also put a link there to the new Forum.

Just a thought.. I think most of us know that a support button takes us to the help area and the contact page is usually the address, emails, phone numbers etc.

:p

[Tal]

Originally posted by lenrapp
Hi Steve;

I have been using the link on the bottom of the page. I was thinking I suppose of renaming a button to SUPPORT and keeping this different from the contact information.

Kind of makes it stand out, seem a bit more meaningful then just a small link on the bottom of the contact page.

This way you could elaborate a bit more on the support options and maybe include the support ticket system on that page. Or maybe just have the link to Support on the home page that takes you direct to the ticket system. Of course you could also put a link there to the new Forum.

Just a thought.. I think most of us know that a support button takes us to the help area and the contact page is usually the address, emails, phone numbers etc.

:p

Len that is a great suggestion, I will change it shortly to reflect that great idea.

Tal Almany
Insiderhosting.com

[pete3005]

You can't really improve, servers are reliable, support is very good, we now have a forum which helps. Prices are excellent.. the only thing for me was changing the server name and you are in the process of doing that.

You send frequent emails telling us of changes and such like, so we aren't left in the dark... can't really find any faults.

Maybe in the future offering resellers the ability to resell to other resellers and offering Managed Dedicated Servers would be good, although I am not at that stage yet.... but reselling your reseller accounts would be pretty good.

Pete

[Steven]

Pete, thanks for the compliments. We are reading your mind
http://forums.insiderhosting.com/showthread.php?s=&threadid=7

Tell us what you think about the above thread

-Steven

[Steven]

Originally posted by lenrapp
Hi Steve;

I have been using the link on the bottom of the page. I was thinking I suppose of renaming a button to SUPPORT and keeping this different from the contact information.



Len, I have made the change as per your request, let me know what you think of it. Scroll down to the bottom of the page and you will see our Support Helpdesk, which is linked to our helpdesk.

-Steven

[brian]

I have been with Insiderhosting.com for over 8 months and in all honesty the only thing that I can say is that I hope that they continue to provide the support that they have been providing. I don't usually submit that many tickets because the servers run great, but when I do, they are answered in a timely and efficient manner.

Keep up the great work.

[lenrapp]

Steve;

I don't see any support button on the home page. Make sure to make it a large button so it stands out a bit. If you want I can do one for you...maybe a red star that says Support or Help on it.

Then be sure to change each pages navigational bar to show the new link.

It will serve as a selling point I think to new customers. One other thing...I know most smaller companies don't like people to call them, but under contact you should have a mailing address, even if it is a Post Office box (I use a company called Post Mark Plus), a fax number and a phone number.

Nest to the phone number you can put sales only or something like that so you can talk to the potential customers and sell them on the services. People get a little freaky as you know I do when there is no phone number on the company you want to do business with. If you want to put a support phone number list your regular number and on sales you may want to use the toll free. Just my thoughts.

[Steven]

Len,
I misunderstood what you meant, I thought that you meant to have a support link on the bottom of this forum, which is what was added. I think that the majority of people will click on the contact button when they want to try an get into contact with us. I will however post our mailing address. Personally, although I understand your idea, and think that it is a good one, I think the way we have it setup now will suffice.

At the current time, the 800 phone number that we use is for clients only. The problem with having a 800 number posted on a site is if you cannot have it staffed 24/7 people will not be happy. At this point, we prefer to have all client issues submitted through the helpdesk as that is fully staffed for any part of the day and night, as you have seen ;) . If we continue to grow at the rate we have been growing, you should expect to see many more features that we will offer in the near future.

-Steven

[CrimsonScythe]

Hi! I just found a bug on your website:
If you click on the "Order plans" in the top button bar, you get a 404 error! (It tries to reach the url "https://secure.insiderhosting.com/billing/order/%0D%0A")

Also, I get a 404 when clicking the "Resellers" link on the bottom of the page! (I think you might have to use "/resellers" instead of "/resellers/".)

I should also point out that these bugs were found by using Opera, and IE did not give any errors.

-Thomas

[Steven]

Originally posted by CrimsonScythe
Hi! I just found a bug on your website:
If you click on the "Order plans" in the top button bar, you get a 404 error! (It tries to reach the url "https://secure.insiderhosting.com/billing/order/%0D%0A")

Also, I get a 404 when clicking the "Resellers" link on the bottom of the page! (I think you might have to use "/resellers" instead of "/resellers/".)

I should also point out that these bugs were found by using Opera, and IE did not give any errors.

-Thomas

Well we have fixed the reseller link when viewed with opera, but we will have to wait for the designer to fix that order link.
Should be done sometime today.

-Steven

[mort]

I will try to keep my grumble to a minimum, even though it is not in any way aimed at Insider Hosting.

First some praise.

I have fired quite a few queries/question through the helpdesk recently and have always received responses that were both in good time, and had actually been thought about.

Thanks.

Here comes the grumble.
I would expect a reply to the above, along the lines of, That's what were here for, or glad we could help. Neither are needed.
I have hosted at quite a few places and when they eventually got around to answering the support tickets (if at all), you could feel the "I can't be bothered" attitude all over it.
End Grumble.

Now to my suggestion for improvement, (The reason I started typing this, before I added the above.)

In the terms and conditions is the line.

including, but not limited to, our Acceptable Use Policy (includes Adult Content Policy)

I must be missing it, I am sure I have read it, maybe their was a link on the sign up page, but I can't find a link from the site.

Could you change the page so that the "Acceptable Use Policy" is acually a link to it?

And/Or add another link at the bottom of the page.

[Tal]

Here is a little background information, as we love the feedback everyone. We take each and every one of your suggestions and put it on a bulletin board and focus on 1 at a time to figure out if this is a viable suggestion, and can we offer it. Only after a specific task or suggestion is handled accordingly, do we move on to the next one. The reason why there is no link to the adult AUP is the following:
When Insiderhosting.com started, it was started with a reseller account that did not allow for the hosting of adult oriented websites. Since we have moved on and purchased our own servers, and have grown immensely, we have the ability and capacity to now host adult sites. I hope that this makes it more clear to you and everyone else, and I apologize for the misunderstanding.

Now let me address the helpdesk issue, as I am the head support tech. We strive to answer all of our clients questions/tickets in the most efficient manner, usually answering them in 5 minutes-2 hours depending on the time of day, how many other tickets we have in the que, etc... We try to answer the questions in the best manner possible and we are always delighted when we can help our clients figure out a solution to their problem. That is why we are here, we are here to serve our clients in the most expedient and efficient way possible. We consistently monitor the helpdesk for new tickets or responses to existing ones and at night, we always make a habit of checking the helpdesk to ensure that there are no more open tickets and that every resolved ticket was answered appropriately. We also have a checks and balances system, where I and Steven sporadically check the other techs responses to make sure that the answers that they provide to problems are correct in nature and beneficial to our clients. I would like to think that with regard to our staff we often go beyond the normal means of support by helping clients debug scripts, installing other scripts, etc...

Sorry for the long post, but some good suggestions in this thread nonetheless.

[Eric]

Mort,

I had asked Steven about the missing link to the AUP when I was first checking into hosting here. He stated that the AUP and TOS were so identical in wording that they took down the AUP.

So maybe the text should be revised to not mention the AUP since its basically the same as the TOS?

Just a thought...

Eric

[Steven]

As per your suggestions, we have removed that excerpt from our terms and conditions page. Since the AUP and the terms are so very similar in nature, it would essentially be the equivalent of putting two of the same agreements online, just calling them different names.

-Steven