Ravi’s Gadgets

Northern Ireland-based web design company, Webdistortion, has announced the launch of a new text message marketing facility that will enable its clients and partners to target their customer base via SMS using an innovative, user friendly interface that can be hosted on the client’s own website.

A field I would like indyahozting.com to work on, and start providing outsourced support to other hosting companies in India and possibly from around the world. But unfortunately, Indyahozting itself is having to outsource its support jobs, since it is unable to provide support inhouse to its clients. Well, this isn’t really bad. Though our support people charge us $1 per ticket, they do a good job. But still I do have several concerns.

Those people who are handling our servers are not our people. We have no grip over them. To attract international clients, they have registered their company in the US, while their operations are being carried out right here in India. So if you have an issue, how do you sue them? You cant fly to the US to sue your neighbour here in India. Eventually, when you sue them, you will find that the office that they have in the US would just be a virtual office which receives letters and redirects phone calls, and all operations will be happening from India.

So what should you look for when you select a company that provides outsourced web hosting support, or a company that simply offers third party support?

Infrastructure. Thats the first thing you need to look for. They need not be having a flashy office. They need excellent internet connectivity. They should be using a Leased Line for internet and should not be using a cheap third rate broadband connection. The engineers who handle the servers should all be highly qualified and certified by Redhad or Windows. The people who reply to helpdesk tickets should be good with English, and should not be making silly grammar mistakes, because, if they do, its your company’s image that is lots, and they just say sorry and leave.

All these companies offer trial. But thats pointless. During trial, they offer you the best of service and make sure you signup with them, and only after you signup with them you start getting the real picture. This could cause serious troubles and might result in wastage of time and ofcourse money.

Read reviews about a company on the internet. Consult your counterparts who are friendly and will help you in spotting a good provider. And visit them if you can. Find out if they really have an infrastructure that they claim to be having. Getting their IP and finding out if they use a leased line or a broadband will not be a difficult task.

Talk to the engineers. Check if they really have the stuff. Talk to the managers and find out if they are confident about their services, and if that confidence really radiates from them or if they are just faking it. If they say that a support ticket will be replied to in 30 minutes, ask them How. Be sure of their internal system. Would there be communication gaps during shift changes? Whom would you be contacting when you have an emergency? And if you have a serious concern will they be able to fix it in time?

I have found answers to all the above questions ‘NO’ with one support company I tried. I do not wish to mention their names. They will be reading this, and they will know, and a few of my friends who will be reading this too will know.