I had similar services outage in 2015 when the hosting company (where I have all my projects) was sold. At that time the outage lasted for 4 days. Before 2015 I have not such long breaks.
By experience it is always equal. During the normal day, all the services fall - web, databases and also emails. After contacting the support, you will wait for response several hours and finally, they will answer very generically. After a series of exchanged emails and phone calls, it seems to be a big problem, but the company has been making you sure over a few days about quick fix. In both cases, these problems were resolved by the transition to a new provider. Migration of all projects and services running behind is a one-day work.
It is clear to me that it is not possible to find the provider who will guarantee 100% up-time. Problems will always be. However, it is important how the provider will manage the communication. Very often, I’m confronted with the truth obscuring and lies or customers ignorance. This is exactly what I want to avoid with my projects. Mistakes happen, but customers are more tolerant when you tell the truth. Frequently, If you act fair, customers are very helpful. Therefore, it is always necessary to tell the truth. This behavior is (in my experience) ultimately profitable.
If you will need a good hosting company for your projects, I offer you a few signs that separates the well from the bad ones. Good companies, with whom I collaborated (in Europe and US), have always the following sings:
- On their homepage you will find a contact (address or social profile) on the founders where you can contact him directly. Not via default support interface or generic email.
- Support response is fast (Note! If you contact a sales department, very often the response is immediate. Try to contact other departments).
- Social networks (Twitter, Facebook) have many followers and the company contributes actively.
- Once the problem has been resolved, they contact you automatically again with a problem explanation and how it was fixed.
- Company react to review outside their main site.
These signs have all the hosting companies I have worked with and which I consider to be good. Today’s technology is relatively quite unified across the companies. Far more important I think is a human factor.
Especially thanks to this factor can today small and new companies compete against a well-established big players. The same signs I try to accomplish in my projects. I’m a real person behind my projects /software and I can be contacted at any time. Thanks to this, the relationship between the company and the client is deeper and more valuable on both sides.
Originally published at reshapexl.com