Technical Support Managers

[Jester]

I am by no means telling you how to run your company, and I by no means know the inner workings of what you have in place behind the scenes - I know you host a LOT of people. This is mearly an observation.

With the current system of live support and tickets, I have experienced problems with dealing with different members of staff all the time. I appreciate your support staff will be trained to a certain level and their knowledge base reflects that. I have to say, sometimes you speak to people who are awesome. sometimes you speak to people who are not so awesome.

The trouble occurs when there are multiple problems or problems seem to develop and change over time. Different support people seem unaware of previous conversations (logical, as I presume you don't employ psychics) - but even support tickets can get lost in translation as to what is being asked for or has been done by other people.

What would be nice would be for larger companies who use your hosting for commercial means to be able to have a single point of access to someone who knows their business, their setup and installations etc.

I wholly appreciate that EUKhost runs a tight ship - offering high performance servers at a much cheaper cost compared to other providers.. so maybe having dedicated technical managers assigned to certain customers is something we can pay for as an extra?

Maybe this is already offered to dedicated server customers, i don't know.


Just a thought..

[John]

Hi Jester,

We have this in place, but they are usually only allocated to clients with Dedicated Servers or multiple VMs.

I believe you spoke with Thomas this morning and he solved your issues. I have allocated him as your account manager now. In billing you will now see his contact details.

[Jester]

Thanks John.

Thomas was a star this morning, as was Sylvester last night. Thanks.

[John]

Hi Jester,

I'm looking to gather 100 domains from clients to take part in a test of a website vulnerability scanner. It will basically scan your site each day and report vulnerabilities.

Is this something you would like to trial for me?

[Jester]

Sounds good to me Cheers John