Know Your Hosting Customer Support and Services

Disclosure: HostScore is reader-supported. When you purchase through our links, we may earn a commission.

When considering web hosting services, understanding Customer Support and After-sales Services is crucial for potential buyers. These elements are pivotal in ensuring your website runs smoothly and remains accessible to your audience.

What Affects Your Experience with Hosting Customer Supports?

Let’s delve into the specifics of customer support and services in web hosting to provide a comprehensive overview.


  • 24/7/365 Availability: Web hosting issues can arise at any time, making 24/7 availability a critical aspect of customer support. Hosting providers that offer around-the-clock support ensure that users can receive assistance regardless of their time zone or the hour, which is essential for businesses and websites with global reach.
  • Immediate Assistance: One of the primary benefits of robust customer support is the assurance of receiving immediate help whenever issues arise. This can range from technical difficulties, such as server downtime or security concerns, to administrative tasks like billing inquiries or account management.

Technical Expertise

  • Knowledgeable Support Staff: The competence and expertise of the support team play a crucial role in resolving issues efficiently. Staff with in-depth knowledge of hosting technologies and common problems can provide accurate, helpful advice, reducing the time it takes to solve customer issues.

Communication Channels

  • Live Chat: Offers real-time communication with support agents, providing quick answers to questions or issues.
  • Phone Support: Allows for direct verbal communication, which can be beneficial for explaining complex issues or getting immediate assistance.
  • Email/Ticket Systems: Useful for less urgent issues or when detailed documentation of the support interaction is required. Response times can vary.
  • Self-help Knowledge Base: Many web hosting services provide extensive online resources that allow customers to troubleshoot issues on their own. This includes tutorials, guides, and answers to commonly asked questions.
  • Community Forums: Some hosting providers also maintain active community forums where users can share advice, solutions, and experiences. These forums can be invaluable resources, offering peer support and fostering a sense of community among users.

After-sales Services

  • Website Migration Services: Assistance with transferring your website from another hosting provider, often provided free of charge to new customers.
  • Backup and Restoration Services: Regular backups of your website data to protect against data loss. In case of any issues, restoration services help in quickly bringing your site back online.
  • Security Services: Includes monitoring for threats, malware scanning, and removal services to keep your website secure. Some hosts also offer SSL certificates to encrypt data transmitted to and from your website.
  • Performance Optimization: Assistance with optimizing your website’s loading times and overall performance. This may include services like content delivery network (CDN) access, caching solutions, and more.

HostScore Recommendations

How to Know If the Customer Support Is Good?

When choosing a web hosting company, always try to get as detailed information on their support system as possible.

For example, a web hosting company may say that they offer “24/7 support” but this can simply mean that you can submit a request to them for help anytime of the day. It doesn’t tell you WHEN support staff will get around to helping you.

Likewise, a ticketing system that promises you responses within “X” timeframe also doesn’t necessarily mean anything because most email or ticketing systems run by companies have automated responders today. Once your ticket is replied to by the autoresponder, your request for support is considered as “acknowledged”.

Ideally, talk to a customer service representative (using the live chat feature if they have one is fine) to get a feel of how the company’s response is like. This may help give you a general idea of what to expect in the future. I’ve noticed that companies with poor customer service often have front-line staff who are less concerned with customer’s real questions as compared to pressuring them to make a purchase.

Real Life Examples

Example: ScalaHosting offers additional server and website management at no additional fees. The hosting company also guarantees a 30-second initial response time with their live chat support.
Example: LiquidWeb guarantee a 59-second initial response with their phone or live chat support 24/7/365.
BlueHost support resources
Example: BlueHost maintain a huge knowledge base full with articles, guides, and answers to client’s frequently asked questions.

What If You Need Specialized Support?

Because web hosting companies often offer a wide range of products, it can be a challenge for them to be knowledgeable in every technology. If you want to know that they have the expertise you need, then it would be better to look for a specialized web host.

Take for example web hosting companies like WP Engine or Kinsta. These are web hosts that specialize in Managed WordPress hosting and can assure you that their technical support is directly skewed to help WordPress-based customers.

For potential buyers, the quality of customer support offered by a web hosting provider is a critical factor in the decision-making process. It not only affects the day-to-day management of your website but also its long-term success and reliability. Choosing a hosting provider with great customer support tailored to your needs can significantly enhance your overall experience.

More from HostScore

Article by Jerry Low

Jerry Low has immersed himself in web technologies for over a decade and has built many successful sites from scratch. He is a self-professed geek who has made it his life’s ambition to keep the web hosting industry honest. For latest personal updates and news, follow Jerry on Facebook and Twitter.
Photo of author