I worked at a company that had an outside Public relations firm. They handled all of the press releases and also managed their online presence. They helped create a website and so on. This was good at first, but as the company grew, it had nothing but problems.
The problems were caused by a marketing company that didn’t partner with a knowledgeable and focused web host, but with developers who were not associated with a real hosting company. They tried to cut corners and save money by not using a real web hosting company and there were no end to problems. The focus of this article is to point out the signs of a hosting company that isn’t capable of handling the challenges of normal company requests.
Signs of Inappropriate Web Hosting Company
- Excuses with no answers. There were always problems and no answers. For example, a hacker broke into a little viewed website and defaced it. The advertising company said there was nothing they could do. That was just incompetence and laziness. Since the company still had DNS and domain control I simply gave it a private IP address and the website would never resolve. Fixed in a few minutes.
- Slow time to respond. The developers (amateur web hosting) said that they would need 4 hours to respond to a request to investigate it. They didn’t have a SLA or promise to fix any problem in any time frame. For any company their web presence is their identity. For such a slow response that is unacceptable. Some problems are complex and not easily solved like a fiber cut, but little things should not take a 4 hour minimum.
- Ignorant about web hosting. If I talk to their support and know more than their support guys I change web hosting companies. There should never be a time where you need to explain something about how the web works to technical support. For example, this company didn’t offer FTP access to their site which was very silly and customer hostile.
- Not offering standard web features of hosting, or is incompatible with standard features. This is the reason I moved from GoDaddy because everything I tried to do with WordPress wasn’t compatible with them. This company didn’t offer FTP access so you couldn’t troubleshoot or fix things that needed to be done.
- Blame a knowledgeable technical person. This company blamed me for creating problems when the problems existed before I tried to fix them. They ran out of space, and so the customer wasn’t able to upload anything. I discovered it was out of space and the company was surprised. If you aren’t monitoring the hosting account, what are we paying you for? This would have been monitored and a warning sent out or some kind of WordPress feedback you were getting close to your limit like normal web hosting.
Well I could go on and on, but I think you get the idea. The idea is to help the customer, and this company was doing the opposite of that. They were hurting the customer with their ignorance and lack of knowledge. I won’t name the company because it will give them more advertising, but I will make sure that no one ever does business with them again that I am involved with. Business should make life easier, and if they aren’t experts, they need to be humble enough to admit it and tell people where to get the best service.