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Thanks for the Memories: Knowing When to Kiss Your Web Host Goodbye

One Woman’s Story

I think my moment of clarity came during my third day of customer support with my Web host. I had been a customer of this particular company since 1998 and had provided to them a steady stream of referrals over the years. My monthly hosting fee was $19.99. I knew it was too high and that hosting prices had come down, however, I was loyal to the company that got me started on the World Wide Web. Besides, I imagined that switching to a new host would cause serious amounts of down time and would be fraught with headaches. I also worried about selecting a new provider. What if the customer support was worse than what I was currently experiencing? As an e-business owner, I worried that changing hosts would somehow have a negative impact on my bottom line. Like a desperate girlfriend, my only thought was saving the relationship.

The first day of support was spent with the online chat service where “Bruce” admitted that he had no idea as to why I could no longer ftp any files to the server. As the webmaster for several small businesses, I knew that it was not my FTP client, WS-FTP Professional. I was transferring files using that client to several other servers with no problem. It was like “Bruce” didn’t believe me. During that first day, there were long periods of time when I simply waited for “Bruce” to get advice from other people and type suggestions that I had already tried and long since ruled out. I was glued to screen, minute after helpless minute, hoping for a higher tier support person to determine the cause. I downloaded new ftp clients, tried to transfer files using about 4 different applications, and none of them worked. I spent the remainder of the first day uninstalling the various FTP clients they so haphazardly recommended (and chasing down the various pieces of spyware that had come ‘free’ with these new pieces of ftp software), shaking my head in wonderment as to how this could occur.

The second day I ruled out any further online support. I was convinced that I needed to talk to a real “Bruce,” and inspire him into a solution for my problem with my feminine wiles. Fearing the worst, hours of being on hold and held hostage to my headset, I called anyway. I understand how customer support works, so I immediately asked customer support to escalate my issue. I was directed to a cheery fellow whose name escapes me, but whom I now refer to as “the dishonest one.” He listened to my problem, responded with a series of affirmative statements to the effect that he knew exactly the problem and precisely the solution. “You’ll be back in business within 24 hours,” he calmly assured me. Another day shot, I figured, but I would be back in business the next day. Or would I?

Day three came with no change for the better. As I entered into Day 3 Hour 2 of this Web hosting drama, I finally came to the conclusion I had been avoiding now for a good 74 hours - that perhaps this Web host and I were no longer right for each other. After all, we weren’t communicating, my needs weren’t being met, and I was frustrated. A breakup, I felt, was imminent.

In the end, I broke it off. Switching hosting companies was simple, quick, and the best thing I could have done for my online business. One of the best parts? I saved over $168 a year. Within two hours all of my files were transferred and within 12 hours my domain name change had propagated to the new server. I have more reliable service, better customer support, more disk space, and more email accounts. I now have free detailed web statistics that cost extra with my former provider.

What would it take to get your firm to switch hosting providers/managed Web services?
My sincere advice is to not wait until the situation is desperate to contemplate change. Don’t be afraid to recommend change to your boss or business partners. It could save money, improve quality of service and make you out to be the hero. You can find who we recommend as our personal favourite excellent hosts here.

Some reasons to switch include:
1) Web statistics – This is a big reason to switch if your current provider is not offering detailed stats. Many marketing managers and firms realize that they cannot analyze their sites effectively without them. The questions detailed statistics can answer are vital to any e-business, such as, “How many people are visiting? What pages/areas are they visiting? What search engines and Web sites are referring traffic? Are subscription-based Web directories paying for themselves?” Kiss your Web host goodbye if you can’t get detailed statistics.

2) Software availability – Add ons, such as bulletin/discussion boards can be helpful to the depth and available resources of your site. They can help keep fresh content and repeat visitors. Database storage or database-driven pages can be effective for all e-businesses. Streaming video may be needed and, with the right Web host, doesn't have to be cost prohibitive. Credit card acceptance, client-side common software support (FrontPage, WS-FTP, etc.) may be non-existent or may require additional investments with third parties. Depending on your business tools and Web development knowledge, this can be the deal breaker.

3) Cost - Some Web hosts charge unreasonable amounts to host basic Web sites. A "basic" Website should not cost more than $10 - 20 per month. If you are paying more than this for a basic Website, then you are paying too much. In fact, some web hosts will give you enough functionality to run a much more “advanced” website for this same amount! Some Web hosts charge for each e-mail account (box) - others include them at no charge. Other Web hosts charge monthly fees for Web traffic analyzing. Review your records to ascertain if there are any hidden costs you are paying your current Web host. Some Web hosts charge extra for performing backups or retrieving backups. In the current market, these hidden charges are not acceptable.

4) Performance – It’s true. Certain Web hosts overload virtual servers with numerous clients causing performance to suffer. If performance seems like a problem with your Website (and you’ve ruled out your own contributory issues such as trying to load a page with 1,200 high resolution photos), even over a broadband connection, then my recommendation is for a more ethical Web host or a dedicated server. Watch out for Web hosts who do not provide enough hardware and bandwidth to support Websites;

5) The “Biggie,” my personal deal breaker, Support. Through online research, I am now discovering that many Web hosts do not provide adequate support. It appears they assume that users are technical and the support staff are not patient with questions posted in layman terminology. Others require e-mail-only support and are slow to respond. Absolutely only use a Web host that offers 24/7 support. Around the clock support means that you have a wider market from which to choose a Web host. You can go international, save money, and get a top notch host.. If you are not your Web designer, then bring that person to the table when considering a Web hosting change. Your Web designer may be able to provide better service on the Web hosting service with which they have experience and familiarity.

6) Managed Services - Some hosts/designers provide comprehensive services such as regular and off-site backups (most hosts do only a daily back-up), guaranteed support response times, broken link checks, database administration, making sure the site remains in search engines, etc. Some provide limited marketing services including Web statistics analysis and making recommendations. Managed services can save a firm some time and make sure the site is maintained. If you have no one managing these services and your Web host does not offer managed services, then now may be the time to make a change.

What should you do before ending your relationship with your Web host?
Carefully consider your options. If you are still convinced a change would do your Website some good, then before you end your relationship with your current Web host there are some things you should do:
– Periodically review your hosts services against other hosting providers’ services. If you want to stay with your host, you can always ask for comparable services and pricing. If your host doesn’t need your business enough to meet your needs, then you’ll know it is time to move on;
– Check references on potential new Web hosts. Make sure the environments are the same;
– Review the software, for example, to determine if a Unix or Windows server is needed for your site (and don’t forget your Web designer’s expertise);
– Perform a backup, move the Website (typically using an FTP client), and test the site thoroughly at the new Web host. And last, but not least;
– Make sure that e-mail accounts are either transferred to that Website or, if e-mail is handled through an e-mail service or Exchange, that a new zone or MX record is created and the e-mail is routed properly.

Your Web presence is defined by your Website. The Web host should be transparent to your Web presence. It is unacceptable to have issues and disruptions due to your Web host when there are so many robust, economical, and highly recommended Web hosts out there. Don’t be hesitant to go offshore either. Some of the most reliable Web hosts are international and come highly recommended worldwide.