roadsie Posted July 27, 2009 Report Posted July 27, 2009 Hi I'm looking to move my reseller account and you have very good reviews for your service and support. As I'm in Europe (UK specifically) my main concern is that if your service should go down for any reason the time difference would be a major factor in any response to a support ticket. The nightmare scenario is waiting all day for a response while customers are screaming at me for 8 hours because they have no email/ecommerce/website. I don't expect you guys to stay up all night but can you comment please? Is European support impractical for you? Any UK user experience would also be welcome. Thanks Quote
Tony Posted July 27, 2009 Report Posted July 27, 2009 We have around the clock support so if you make a ticket at 4am our time you will receive a response soon after. Quote
roadsie Posted July 29, 2009 Author Report Posted July 29, 2009 Hi Tony Thanks for your reply. Round the clock support is good especially if it's from real human beings. I'd like to ask about an aspect of branding using webmail. If I access webmail with a URL such as http://www.mydomainname.co.uk/webmail is it redirected to something like https://www.hawkhost.com:2096/roundcube/ thereby losing any branding of the hosted 'mydomainname' company or my company name as the reseller? No doubt the IP address could be used to access webmail (making it fairly anonymous to most users) but it would probably be blocked as a phishing site. Roadsie Quote
Tony Posted July 29, 2009 Report Posted July 29, 2009 The url used would be https://serverhostname:2096/ . We use anonymous server names and the SSL versions work without error as they each have their own SSL certificate. Quote
Fowler Posted August 26, 2009 Report Posted August 26, 2009 I haven't had to use support much but when i have, i have had responses within 15 minutes on all occasions. The replies you get are also helpful and worthwhile in my opinion. Quote
roadsie Posted August 27, 2009 Author Report Posted August 27, 2009 As a result of Tony's reply to my original query with the reassurance of 24/7 ticket support I've now signed up for a reseller account. The service so far is excellent and on the occasions where I've needed help (how-to queries mostly) I've found the replies to be quick and, as Fowler says, very helpful. I highly recommend HH. Quote
mistermartin75 Posted October 9, 2009 Report Posted October 9, 2009 I've been with Hawk Host for over a year now and I've always been very satisfied. Customer service is really customer service here, and I have never, ever been with such a transparent host. I would thus like to second roadsie en Fowler. Quote
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