Web hosting services are the base element of a website, all the files of a website resides on the web hosting server. Apart from storing the website files, a web host also provides following features like – custom website design, email clients, FTP server, multiple domain names, extra bandwidth support, unlimited disk storage support etc. All these different forms of services are combined in order to provide a flawless web hosting service. That’s a complicated setup, can go wrong any time. When things are going out of order the customers are supposed seek help of the web hosting support. But the web hosting support people are also bound to provide support within a boundary. Not everything regarding your website is a problem that they are supposed to solve.
So what are the boundaries for a web hosting support?
The Initial Communication – Support Ticket
A support ticket is the confirmation slip for the acknowledgement of some problem. When you launch a support ticket; that means you are seeking the support team’s help regarding some matter. The support ticket will contain the time of lodging the complaint, nature or your problem and estimated time the customer support might need to get back to you. Modern day customer support tickets are automated, the automated script redirects the ticket directly to the concerned support department.
The support ticket can clearly indicate what boundary the support team is supposed to maintain. If there’s a drop down list of problem category and your problem doesn’t fit into any of those, then maybe you are not at liberty to ask for help in the support window. Or, maybe you have failed to assume the actual problem.
List of Common Services & User Agreement
Few common services are provided by all the web hosting companies. For example – maintenance of accounts, financial activities, hardware related troubles, domain and bandwidth management etc. are directly under the service category. If anything goes wrong in the provider’s end – they are bound to provide you support and alternate backup plans for prolonged troubleshooting times.
However, things that goes wrong in your end like wrong coding and scripting, third party plugin error, security breach due to your nuisance or content corruption, data loss due to the user’s fault etc. – in such cases the provider may provide you suggestions, but the support team is not bound to resolve the problems for you.
For the detailed policy regarding customer support, read the user agreement before signing up with a company.
Hardware Malfunction May not be Covered
Many web hosting providers don’t provide any data coverage or insurance if the data stored on their hosting server is lost due to hardware malfunction in their end. That is an understandable business policy. But if you require added protection in your data storage, then look for a company that covers all liabilities under their customer support policy.
Get Discount on Signing up for Hosting Providers
Most web hosting companies spread hosting coupons on their affiliate websites in order to attract more customers. If you are unsure about the customer support boundaries of a specific company, you may consider having a test run with the company using such coupons.
For transparency between the user and the company, the best policy is to read the user agreement thoroughly. Existing user feedbacks can also provide the necessary visualization about a hosting company’s support boundaries.