Web Hosting Help - General Business Operations
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Posted On: Mon 20 September, 2004
Asked By: B. Tuscon |
Does anybody know a web host that have SLAs that extend beyond the network and include resolving support issues? |
Posted On: Wed 22 September, 2004
Answered By: Tech Guru |
| Apart from the high-end hosts such as Rack Space, it can be difficult for (small) web hosting companies to establish a service level agreement that promises to resolve support issues within a certain amount of time. This is due to several reasons. Firstly, the nature of server or web hosting problems is difficult to determine until a thorough investigation of the issue is completed. Ever after that it is still problematic to provide a timeframe to clients. Secondly, it may place the support staff under pressure to simply resolve the problem and close the support ticket without truly understanding it. This might be great for the short term but it can kick you in the backside in the long run.
Although, an SLA of this kind is a fantastic marketing gimmick, it is difficult to uphold in the real world. Most extensive SLAs only extend to point where compensation is given when downtime occurs or support response is not given within an agreed timeframe. For most, it is not cost-effective to implement an agreement of this nature as the resources required are relatively high.
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