All About Proactive Support

Red carpet in HaarlemWe 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 Customers can run out of disk space, exceed their email quotas, have out of date software, and more.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.

Our Proactive Support offering would be great for a customer with those requirements. We’d be taking over the things that your most diligent server administrator would do, but probably doesn’t have time for and doing them for you. IT folks are usually pretty busy and don’t have time to do routine, but still very important checks like the ones above.

Proactive Support is not intended for advanced support issues or checks. For example, analyzing database queries and trying to improve their efficiency once a month would be outside of the scope of Proactive Support. However, checking the load on the server and looking at load history for any potential problems wouldn’t we. The customer could then follow up with our Advanced Services team to really look into the problem.

Proactive Support is available as an add-on on all of our VPS, cloud, and dedicated server plans. Depending on your account type, the cost ranges from free to $20 per month. Existing customers can add it to their VPS, Cloud plan, or dedicated server by sending a quick email to our billing team.

Once customers signup for Proactive Support, they’ll have a one-on-one phone call with a member of our system administration team and lay out a list of things to do a monthly basis. From there, we’ll make sure that list gets completed each month and that you’re informed of the results. And we are of course around 24/7/365 if you have any questions or concerns.

That’s Proactive Support. It’s all part of our commitment to customer service and our belief that we sell more than just servers – we sell service.

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