Why We Don't Offer Phone SupportWe understand that our clients and prospective clients can be concerned that we do not offer phone support. Let us explain why we do not give out phone numbers. First and foremost, we offer excellent online and email support. Our clients comment to us constantly, that we're always surprisingly responsive via email. Online support is what we do well, very well. Now, imagine for a moment, if we had a catastrophe occur, and our ENTIRE operation was to go offline. For example, our host datacenter went down, then we would also be down. That is over 5000 of our client's web sites all going down at the same moment. Now imagine if we had a public technical support phone number, and that just 10% of our clients start calling us. That would be about 500 people all calling us at one time. Every single one of them telling us their site is down, which we already know, and yelling at us about what a terrible company we are, etc. Who does that help? No one. It keeps us from actually working on the problem. It prevents us from working on the problem and getting services online. Plus, it causes us frustration because we get verbally abused at by hundreds of people for something completely out of our control. Now, that is an extreme example, but certainly an understandable one. Lets look at a more "normal" situation where 1 server hangs and needs to be rebooted. In that case, 100-200 clients down, for 15 minutes while we reboot. That would produce another 20+ calls, again, telling us something we already know, and are already working on. We monitor everything, and it is very rare for a client to see a problem before we do. We realize having a phone number would be a "nice" thing to have, and that it would certainly make some clients more comfortable doing business with us. But, from an operational perspective it makes no sense for us. We are not a big multi-national company that can afford to have 20 people answer phones all day. We are a small family business and we work very hard for our clients. I hope this helps explain. If you have questions or concerns, please contact me directly. Thank you, Brian |