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How do innohosting do it?
| Posted by ClubDot, 07-05-2009, 11:41 PM |
| I have looked on their website and seen that for $19.95 a month you get 10GB diskspace and 200GB bandwidth, WHMCS + End user support!
Now this may be commonplace to most people here but I havent seen this before.
I a wondering how they can provide end user support for the price? Also how good would it be?
I mean, say the unlikely happens and the service goes down. I have 200 clients all emailing them asking whats going on. How can they handle answering 200 emails AND fixing the problems?
It all sounds such a good deal, although I have read here that it is expensive, I would love to know where you can get all this for less.
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| Posted by JFSG, 07-06-2009, 12:56 AM |
| You can't create 200 clients with their 10GB+200GB. Moreover, reality is you won't be really throwing in so many small packages on their reseller plan.
This is just like themselves providing support for the end client. They made it easier for them by creating an in-house helpdesk integrated with WHMCS for ease of replying to tickets.
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| Posted by ClubDot, 07-06-2009, 01:31 AM |
| I was talking generally.
but still, if their servers go down it would affect a lot more clients than just mine and they would still get all the emails.
Why wouldnt I throw a lot of small packages on their reseller plan?
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| Posted by PeakVPN-KH, 07-06-2009, 02:05 AM |
| Won't throw more than a 100 because that's all that plan allows.
Additionally, they are buying WHMCS is bulk and that lowers the cost to manageable. End-User support is an option that many people do not take. Simply because they want full control over that piece.
On the other hand, if they have a 24x7 staff and a very low ticket load... Might as well make the staff work for their money. They are there anyway, why not offer free support It's their servers, so in the end, they know why things happen on them. Offering unlimited support is quite easy in that situation if you have the staff.
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| Posted by IMeanWebHosting, 07-06-2009, 02:17 AM |
| That looks sweet and all, don't get me wrong, but I just wouldn't feel right with someone else 100% handling my support. That's a lot of what I feel gets small businesses off of the ground, that "1on1" feeling that customers get from dealing with the little guy. I'd be upset if I called my local nickel and dime store, and instead of "Grandpa Jenkins" I get an automated system because sprint is answering all of his calls.
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| Posted by PeakVPN-KH, 07-06-2009, 02:24 AM |
| lol all depends on preference. We actually offer the service as well for our reseller customers and what we seem to find is new resellers wanting to make the impression that they are a large and established, immediately.
I agree with you though. I like the feel of smaller companies. Even small companies can have lots of clients.
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| Posted by domaincart, 07-06-2009, 02:28 AM |
| If servers works stable when questions of customers get decrease. But providing end-user support is not easy and get harder daily. They may don't provide it in the future according to me. Also providing support to your customers by you will be better.
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| Posted by SSHocker, 07-06-2009, 07:05 AM |
| I'd be wary of handing over support to any reseller host. IMHO that's teetering the line between saving time and giving away your client base
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| Posted by NameVictor, 07-06-2009, 07:25 AM |
| What do you mean by that?
I doubt the people who answer the support tickets, will be the system admins who would be working on the servers.
I believe inno has a system where you can set the times that you want inno to answer your support tickets. So you can have them answer support tickets all the time, or, just between particular hours (23:00 - 08:00 for example), that way a 1 man business can still offer 24/7 support.
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| Posted by rv_irl, 07-06-2009, 07:44 AM |
| Not really. If you're a reseller, you have your files with the reseller already.. If there is an issue, I think some may feel comfortable knowing their clients are being attended to. We don't have any more or less access than what we had before. All we have access to is the tickets, which the reseller has access to as well so they can monitor what we say, how we say it and how fast we say it..
The risk involved with a host running away with your clients is the same risk as any reseller not with a host offering end user support.
A reseller would suffer more, and lose clients if they are unable to match the support expectations of their customer. Our end user support tackles that issue. It allows smaller hosts or companies that don't use hosting as their primary business to be able to compete with the bigger companies by offering the same standard of service.
HostOrca, that's right. The reseller can choose the time of day, departments and days that the end user support is active. They can turn it off and on instantly. So if you maintain a full time job and are doing web hosting part time, you can set particular hours and days that we respond to. Or if you want to take a vacation, you can turn on the end user support and take your vacation knowing that we are handling your support.
Our end user support has been designed in such a way to give the user complete flexibility of how we handle the support. The tell us how they want us to answer, any strategies they want to employ etc. and we'll deliver the support services as they have asked.
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| Posted by Mach4-Chris, 07-06-2009, 10:24 AM |
| This would not be possible. Communication via email (piping) is not enabled. All EndSupport is 100% ticket based. You can choose whether your customers use the WHMCS Client Area interface or the EndSupport interface provided. Most prefer the WHMCS integration option, with all attendant advantages. Either way, client's tickets are routed, via the integration, to the web-based EndSupport Admin interface from where they are administrated.
Currently, due to the way that WHMCS has encrypted files, despite requests for assistance with integration of the EndSupport API, it is not yet possible to administrate End Support tickets from within WHMCS. This is an ongoing hope.
As the main EndSupport administrator you are able to configure what support, if any, you need by hour and day, per individual department. You are also able to create a unique and detailed profile/repository of information in respect of each department to which the EndSupport technicians always refer when actioning tickets. This can even include the style such as 'hard sell' or 'soft sell', etc., but you get the idea.
One Caveat to be aware of is that no single account is allowed to use more than 10% of all EndSupport tickets submitted at any one time without further charges being occurred.
The entire configuration and settings are tested by setting Test Mode=On. Test Mode=OFF, unsurprisingly, is 'Live'.
It is a very well tried and tested system by now under every circumstance you can shake a stick at, yet is extremely robust and scalable. In the unlikely event that your clients' submitted 200 tickets in one hour your client's would not be waiting long before their tickets were answered. But such an occurrence is simply unprecedented so a bit of an extreme example.
Inno currently guarantee to respond to all EndSupport tickets within 24 hours and are currently planning to introduce a 90 min response guarantee, as yet, with no ETA. In practice, tickets are mostly answered within an hour.
All of the above is up-to-the-minute feedback from over a year's personal experience so I hope is accepted in the spirit offered, as accurate at the time of writing. I am also, happily, unable to report any kind of dissatisfaction in any respect so far. It is always reliable and works for me. I rely on it completely for technical support to my clients and am satisfied with the standards achieved so far.
I cannot say it is the best EndSupport system out there but I haven't been able to find one yet and I never stop looking. Will there ever be no more room for improvement?
Sustainability is, indeed, an important consideration and I would not place any weight on the earlier suggestion that Inno's EndSupport system will be withdrawn at any stage. There is nothing further from the truth or more speculative and no such plans exist. On the contrary, they have developed a highly effective reseller model and EndSupport is a flagship feature that brings in a great deal of new business. Why scrap what works?
How do I know this? I make it my business to find out.
(Verification supplied if needed)
Last edited by Mach4-Chris; 07-06-2009 at 10:28 AM.
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| Posted by Brian-de-vie, 07-06-2009, 10:59 AM |
| OK here's my thoughts,
1. from Innohostings POV, WHMCS, End User Support etc. are 'Free Extras',
I would guess about 70% of resellers use the WHMCS, but maybe as few as 25% use EUS
2. Innohosting have such a Professional Business, that they will always provide the best service they are able to, makeing improvements as required to maintain their business.
3. What make Innohosting stand out to me, is not there value for money, not there 'free extras', not there technical competence, not there reputation, not the choices of DC locotions etc, BUT there pure Business Professionalism
4. Free advise for the OP, try them out, then you'll get first hand experience of how it all works, then you can decide to use or not use EUS.
5. If you find a 'cheaper alternative', I would think very hard before trying the alternative out, many of the 'cheaper alternatives' have the emphasis on 'cheaper'
Bottom line, you need to find the 'best host for you', Innohosting may well be that host.
Sorry if that all sounds like an add for Inno, but that's the way I see it.
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| Posted by rv_irl, 07-06-2009, 11:58 AM |
| Thanks for the positive comments Brian!
@redrat, that's spot on.. couldn't have said it better myself
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| Posted by ClubDot, 07-08-2009, 07:53 AM |
| Ok thanks for all the info guys.
I think i will definitely be going with IH, but I just have to get my little business idea off the ground and will be using the eus as I am a one man band at the moment.
Its just a pity that they are so far away from me. Im in New Zealand, and I am a bit worried about the ping times.
Cheers
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| Posted by ClubDot, 07-08-2009, 06:34 PM |
| I noticed that Innohosting dont provide nameservers or IP's with their reseller hosting accounts? or at least they dont mention it on their site.
Is this true?
If so how much are the IP's?
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| Posted by rv_irl, 07-08-2009, 06:40 PM |
| We provide you with your own private nameservers (4 of them, i.e. ns1.yourdomain.com, ns2.yourdomain.com etc. - replacing yourdomain.com with your actual domain name).
IP addresses are $18 per year or $2 per month..
It would be best to get in touch with our Sales dept. for any sales questions you have
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| Posted by ClubDot, 07-08-2009, 07:03 PM |
| Ok Im confused and its time for me to show off my newbieness.
I thought IP addresses were nameservers. Whats the difference?
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| Posted by rv_irl, 07-08-2009, 07:11 PM |
| You have nameservers which use shared server IP's. You then have dedicated IP's which don't necessarily have to be used for nameservers, and actually are of no benefit to have dedicated IP's for nameservers..
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| Posted by ClubDot, 07-08-2009, 07:42 PM |
| Ok thanks. that clears it up for me.
Cheers
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