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Our Website - Httpzoom.com
CloudxtnyHost
Member, Host Rep
Hey Guys,
We've just had our name dragged through the mud by a client who was having bandwidth used from their server. After being directed to this forum he decided to go and use another which didn't cater to the lowend and its full of providers stating how "shocking" our service is. Such is life :-)
Can you guys as a community tell me if when looking at http://httpzoom.com/ if you'd consider the service you were viewing to be fully managed? Or any other thoughts you have on the level of service.
Thanks guys.
Comments
It makes me think "heroku", so to me, yes, it does.
I don't see the word unmanaged anywhere. I don't even see it in the TOS. As an experienced customer I'd assume it is unmanaged unless stated otherwise. An inexperienced customer may be justified in not thinking that way. You're not the only one vague about it though, that's something I've caught myself in recently.
Just add in there "self-managed".
"We currently accept: Paypal, Googlecheckout, Moneybookers, UK cheque, US check. Some payments may not be availble during sign up and contact will be required to activate the method."
Still not corrected that, I told support about it ages ago.
@jarland @kairus I'm thinking that is the best way to proceed.
@Ishaq I'll get the web guy on it.
I'm an existing customer of your and I'm well aware of your stance regarding support your low end plans, but looking at it as if I was a new customer it isn't clear what level of support you offer at all.
I didn't spot anywhere from homepage to purchase where the level of support was actually defined, but you do have plenty of text that suggests support is available, such as:
I could see how someone without much common sense might infer you offer a managed service from that.
Not very clear what level of support; however I'd be interested to see how much the providers bashing you are charging to support their clients
If they were thinking of Heroku then they wouldn't be looking for a VPS, nor do they cater for folks who exactly need support.
@httpzoom, I couldn't see the word managed anywhere, or unmanaged - A quick skim of the Terms of Service didn't help too much either.
Great, you know.. I would really proof read. Spelling mistakes are a big problem, it may drive customers away. Good luck
I decided not to be lazy and made the @ishaq change.
Changes have been made to ensure customer know they are self managed. Comments are welcome.
Well looking at the thread in question, there are two legitimate responses:
A. The client is lying.
B. You're providing terrible support even for unmanaged.
Now I'll give you the benefit of assuming that the correct answer is A, because it's really none of my business anyway. Just thought I'd give you a fresh perspective outside of that forum, which seems to be a pretty trashy place.
Jarland,
I'd not like to suggest the customer is lying, however with the amount of customers we have and the presence within this forum I'm not sure we'd get away with that kind of thing!
@httpzoom with this price range (£7.50/yr, £12/yr, £24/yr..) I would not expect managed service unless explicitely stated. Infact I would have some reservations with ordering service from you if you would say that it's fully managed for £12/yr. It would sound unserious. Some new, unexperienced hosts tryed it before and it never end well.
A bit offtopic as you're already here.. As it seems your DC finally started to roll up IPv6. When can we expect it..?
@jarland as their client I can't tell anything about "B" to be honest. So far apart from initial tun/tap activation request (it took 2 hours to have it enabled ) support wasn't needed. Their VPS "work".
@Spirit we are supposed to be in the BETA plan, however I've not heard anything from them so I'll bug them and see what is happening.
I quite like the design of the website, it's quite clear and looks quite professional, although the top bar seems a bit empty
Back on topic, the site doesn't look low-end at all, the only reference I can find is the user testimonial from "cheapvpsdeals.info"
I would never expect management unless it is expressly included. If you want to be really explicit you can have something like EcoVPS - "Are you pro? Then why pay for support".
I've now Added:
Self Managed
To the feature list and on mouse over it says:
What HTTP Zoom cover:
VPS Node errors
BackEnd VPS issues
Network Connectivity
We Do Not Support
VPS OS System (Reinstalls can be issued via control panel)
Software Installed on VPS
Any other internal VPS issues
Hopefully that now spells out everything
Have you removed 'support' from the sub-header?
VPS OS System (Reinstalls can be issued via control panel)
"WHO IS PINGING ME!?"
Software Installed on VPS
Any other internal VPS issues
Fixed.
You have to realize that you are providing a service to the customer and in return you expect them to pay you on a monthly/yearly basis. Going above and beyond for your customers regardless of them paying extra for a fully managed service will guarantee them as a customer for life.
@Nekki really i'm not sure I want to the support we provide in regards to the service we provide is good. If someone really needs our help we will also do things on a case by case or hourly basis.
@Jarland I'd love to but thats maybe getting a bit specific haha
Can you make me a video on how to IP tables?
This is taking too long do you have skype?
@stylexnetworks its also a sure fire way of going out of business as you costing yourself lots of support costs which the product doesn't provide.
The service HTTP Zoom provides is a very cheap VPS and limited support.
@httpzoom
No it does not. It all depends on how far you want to go, are you looking to stay small and gradually grow or you want to go big all at once?
You have to realize that as a company you are trying to gain reputation and create a brand as fast as possible. The better service you provide, the faster you can ensure your growth. Sure it will cost you money and man power now, but this business requires you to invest a large sum of money (depending on how big you want to go).
To simply abandon your customer is never good way, specially with the amount of competition these days.
Both extremely valid points. I'm witnessing first hand how going "above and beyond" is extremely difficult. That isn't to say that I won't continue to do it, but I understand it.
@stylexnetworks, please use another thread to further your agenda. The topic was about the website.
If you'd like to tell me how to run business' you are free to PM me and we can compare notes/success
@httpzoom
I wasn't telling you how to run your business.
Best of luck to you.
@jarland the only difference is this is our business and therefore only we understand the purpose and goals we have. lets get back on topic if thats possible
Maybe that's what caused the misunderstanding mentioned in the first post :-)