DIFFERENCE IN ROLES
C
by Douglas Hanna
Servers, operating systems, control panels, and programming languages are just some of the many things that web hosts (and their clients) have to work with on a day-to-day basis. When a product or service has such depth and breadth, so do the support roles around it. The problem that so many web hosts encounter, though, is how to define the different roles in support.
ompanies that have complex products and services (web hosts included) constantly have internal debates and discussions as to what level of support should be provided standard and, as an extension of that, what level of support should be offered as a premium upgrade (if any). Once they decide what level(s) of support to offer, the companies then have to decide what the particular levels of support should and should not include.
A majority of companies tend to use the terms “support”, “account management”, and “consulting”. There are variations of the terms within every industry and within many companies, but those seem to be the most universal terms.
The first step in deciding what level to offer as your standard service level is to ask yourself a few questions.
Start by considering your product or service. Do you offer standard, low-price shared hosting accounts? Or does your average client have three or four fully loaded dedicated servers with you? If you offer the former, chances are most of your clients don’t need high-end consulting or account management. If you offer the latter, account management is probably expected and consulting should probably be an option. It is just a matter of thinking of what you currently offer (and what will you offer in the near future) and to whom you cater.
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