A. We promise our customers the best service, and we deliver. From our humble beginnings, we built our corporate culture around providing outstanding service. My business partner and I realized early on that strong word-of-mouth was the key to acquiring new customers in a very competitive industry.

When we started in 1997, support in our industry was non-existent. Things have improved since then, but we still lead the pack by a wide margin with true 24x7x365 toll-free phone support with zero hold time and no confusing voice menus. When customers call our support center, they get a knowledgeable support representative on the phone right away. They don't have to press a single key or answer a voice prompt.

Technical Support is the most important job at HostMySite.com. I don't think anyone in any other department would argue that fact, or take issue with me saying that.

More than 60% of HostMySite's staff works in our Customer Support Center. The main difference between a HostMySite Support Technician and those at other companies is that our employees are empowered to fix problems. We have invested in state-of-the-art systems to provide the security and accountability necessary for allowing our techs to log into servers and fix problems on the spot. We also invest heavily in training to make sure that the HostMySite.com tech support team is the most capable in the industry, and it really shows.

A. Sorry to sound like a broken record, but customer service is the answer again. Our customers call in for support and reach a knowledgeable person in three rings or less. They receive a resolution to their issue the first time they contact us and the first technician they speak with can help them. Our support technicians actually like what they do and look forward to talking with customers. I receive numerous testimonials on a daily basis telling me how our staff has gone to extraordinary measures to take care of our customers.

Even the ranges of support methods we offer impress our customers. We have 24x7x365 toll-free phone support, live chat, and very responsive email support. Of course, we also recognize the importance of good "self service" tools, especially for our tech-savvy users. We offer a fantastic control panel that has been developed in-house to give our customers exactly what they need. We also have an extensive array of support articles and Flash tutorials that have been said to rival some of the biggest and most well known knowledge bases online.

Of course service is our focus, but we also have a fantastic infrastructure. Unlike many hosts, we design, build, and maintain our own facilities, so when a customer needs support, we have staff on-site and ready to respond 24x7. We also have an extensive stock of backup equipment, allowing us to provide an aggressive hardware replacement SLA on anything we deploy. Our average time to replace a failed component is less than 45 minutes from start to finish, with many repairs completed in 15 minutes or less. Our model allows us to provide a level of security and responsiveness that smaller companies can't easily replicate.