When you are in the market for hosting, a great price is only part of the equation. You also need to know that help is available whenever you need it. VIRTBIZ provides around-the-clock hosting support for all of the services we offer.
From our on-site NOC (Network Operations Center) we are constantly monitoring conditions such as network resources, facility health and environmental conditions. This ongoing review helps to ensure that the VIRTBIZ Hosting Support Team can proactively respond to any event. In many cases, our crew eliminates trouble before it happens.
Because of this, we have earned an A+ rating with the BBB. We also have many customers who have been with us for 10 years or longer. You can’t retain a customer base without great support.
Give VIRTBIZ a try and find out why our boutique service makes a difference.
Support tickets with lightning fast response.
We have engineered our support systems for maximum efficiency, with all support requests managed by our Support Ticketing System (STS). We ensure that each customer receives a fast and accurate response to their request. Our Support Team’s goal is to address customer tickets within 15 minutes.
To be clear, opening a ticket is the absolute fastest and most efficient way to interact with our VIRTBIZ Support Team. We encourage our customers to use our ticket portal so we can provide the user experience we strive for.
- VIRTBIZ technicians are standing by 24 hours a day, 7 days a week, 365 days a year.
- Our support team consists of VIRTBIZ employees operating from our DAL1 facility in Dallas, TX, USA.
- We never farm support out to a third-party or overseas contractor.
Furthermore, a phone call will never short circuit the support queue. This allows our Support Team to focus on providing the best possible level of service to all of our customers.
Tickets promote consistency for hosting support.
To be clear, opening a ticket is the absolute fastest and most efficient way to interact with our VIRTBIZ Hosting Support Team. We encourage our customers to use our ticket portal so we can provide the user experience we strive for.
Our team always gives open support tickets priority over inbound calls. In fact, calls requiring technician assistance are entered into our ticket system when the call is received so that it can be logged and addressed.
We have engineered our support systems for maximum efficiency. Accordingly, we manage customer support requests with our in-house Support Ticketing System (STS). This further ensures that each customer receives a fast and accurate response to their request.
Your ticket may be addressed by multiple technicians depending on complexity or shift schedules. We keep details and responses recorded in the ticket system. This allows our team to help without the need for you to repeat your story or re-explain what you need help with. Accordingly, we’re able to ensure continuous progress on your issue. This is in contrast to the two steps forward, one step back approach to requiring repeated call-backs.
Tickets encourage hosting support accountability.
When a ticket arrives, you can be assured it is reaching someone dedicated to your case. In this regard, you’re already at an advantage. But our ticket system takes things a step further. Each ticket is always subject to peer- and supervisor-review.
The VIRTBIZ Support team will never farm out our job. We will always handle our own support tasks. In the event that your issue needs input from a third party, we will let you know or we can interface with that party.
Service and Uptime Monitoring
In addition to using our own systems, we have also used many third-party monitors. We use and endorse Hetrix Tools for users who wish to have an independent monitoring service.
Use the Hetrix platform to monitor your websites and servers easily. You will be notified as soon as an outage occurs, so you can quickly find the cause and fix the issue in order to minimize the downtime for your business and clients. It’s easy and cost-effective. Get started for free right now!