We launched our Proactive Support add-on a couple of months ago and it's been pretty popular. However, we wanted to share some more information about what Proactive Support is and who it's intended for. First, though a little background: Most customer service is reactive. When you have a problem, you contact the support department and they help you out. A lot of companies (including A Small Orange) have some proactive elements of their support. For example, we monitor servers 24 hours a day, 7 days a week and will work to fix a problem with a server as soon as our monitoring systems see it occurring (and before our customers notice or contact us). We also proactively scan our shared and business customers' accounts for malware and address that if our systems detect it. However, there are a lot of things that we do not monitor and that can potentially occur. Customers can run out of disk space, exceed their email quotas, have out of date software, and more. These aren't things that we look for or address because the variables are highly dependent on individual customers. What if Company ABC wants to limit their employee email accounts to 10 megabytes? What if Bob or Sally want to use an older version of Drupal because they have custom addons? We don't have those answers for most of our customers. That's where Proactive Support comes in. Proactive Support enables us to have a better understanding of your website and server requirements in an effort to better serve you. Say you wanted to check the following things once a month, but didn't have time:
- Check for upgrades to WordPress, Drupal, and Invision Power Board
- Check disk space and bandwidth usage to ensure nothing is close to limits.
- Update account passwords.