6 tips: How to get faster and better support
Written by: Isabelle

Every customer would like to see their support ticket resolved as fast as possible. When contacting our support team you should include as much relevant information as possible. By doing this our support team will be able to solve your issue and give you a reply faster.

Tip!
We offer VIP support for all Pro Premium and Enterprise web hosting or as an add on service for any other service or product we offer.

1. Check knowledgebase and run diagnose

The first thing you should do when experiencing any issues with one of our services, is to check the knowledgebase for solutions. If you do not find the answer there, you can run a diagnose via the client portal. This will give you information on any issues with your services.

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2. Use descriptive title

If you did not find the solution to your problem in the knowledgebase or by running a diagnose, you should contact our support team.

The first information we receive regarding your problem is the title of your problem. Please try and describe the problem as clearly and precise as possible. Using titles as “Help! Everything is offline” or “Important!!!!” gives us no information on what the problem is regarding.

Use titles such as “Outgoing email is not working for any accounts” or “Disc space is full”. These titles will give our support team essential information on what the problem is regarding from the beginning.

3. Only give us information related to the issue

At times clients gives our support team an extreme amount of information when contacting us. Remember that the more unrelated information you give us, the more information our support team will need to read through and the longer time it takes them before they can start working on the issue.

In other words, the more information related to the issue, less time is spent scanning for relevant information.

  • Here are some examples of relevant information you should let us know:
  • What domain name is the problem regarding
  • Which service (website, email, DNS, database) is the problem regarding

Here are examples of relevant information you should include when you have issues regarding email:

Is webmail working?
Which email client are you using?
Which operative system are you using?
Is the issue regarding incoming-, outgoing email or both?
Is the issue regarding one specific email account or all the email accounts?
If the issue is only concerning one account, please state the account.
Have you received any error messages? What is the content of these?

4. Grant access and permission

To solve an issue our support team will often need to reproduce the issue. This requires a form for login. You should therefore give us access to the account if it is required to reproduce the issue or to solve the issue.

Sometimes it may be necessary to change configuration or the account to solve the issue. If you already know this when contacting us, you should give our support team permission to execute these actions. You will then save the time spent with us asking you for permission and waiting for your reply.

fast support

5. Use the same support ticket when updating your issue

If you need to update your support ticket with more information, you should use the same ticket code. If you send us a new support ticket, our support team will spend time collecting information from different support tickets regarding the same issue.

In case you have solved your issue before you have received an answer from us, we always appreciate if you update your support ticket so we can close it.

6. Priority support

All our Premium and Enterprise web hosting has VIP support included and will have priority support. You can easily upgrade your web hosting from Pro Start or Pro Medium if you would like to have the benefits of Pro Premium web hosting. Alternatively you can order VIP support as an add on service for any other service or product we offer for only 3€ per month. VIP support cover all services and products in your account.

Summary

When you have an issue with your web hosting or any other service at PRO ISP you should always check our knowledgebase first. If you do not find the solution to your problem here, try running a diagnose.

If you are still experiencing the issue, you can contact our support team via email, live chat and phone. Please provide relevant information, give us access and permissions to give our support team all the tools they need to solve your issue in one reply.

We include VIP support for all Pro Premium and Enterprise web hosting or as an add on service for any other service or product we offer.

PRO ISP supports computer studies
Written by: Isabelle

In 2017, PRO ISP started a collaboration with computer studies at Haugaland high school. The collaboration means lower prices for hosting used for education.

The students can quickly start learning

Rune Karlsen, lecturer at Haugaland tells us: “Using the services PRO ISP provide ensure that our students can quickly start learning how to manage websites. It is important for us that the data is stored securely, services provided locally and that the server host complies to Norwegian laws and regulations. We train our students to run both local and external server. They should have knowledge of options available and what is more cost efficient, outsourcing or running the services in-house.

Relevant services for the students

PRO ISP focuses on automation of our services wherever we can. We also focus on standardization and quality control. It is important for the students that the services they are using is relevant and prepares them for the IT-community they will later be a part of.

“We have an ongoing dialog with the companies who provides apprenticeships for our students. They provide guidelines for what the students should learn before becoming apprentices. It is our responsibility as lecturers to interpret the benchmarks in order to create learning objectives” Karlsen tells us.

PRO ISP was recommended

“We were recommended PRO ISP by Hatteland Solutions who also collaborates with them”. Karlsen also tells us they want their students to visit Hattelands data halls so they can see with their own eyes where the data is stored, and how security is safeguarded.

“When using PRO ISP we know our students data is stored in Norway and complying by the laws and regulations here. PRO ISP also offered our students their services for a very resonable price. It was also a bonus that the students could easily take over the hosting/website after they finished school.”

A successful collaboration

Lecturer Karlsen is extremely please with the collaboration between his class and PRO ISP. The entire process of creating domains for the students, installation of other services was all done easily. He tells us the students said our services was intuitive and easy to use.

“I recommend this type of collaboration for all computer studies. Our students learned how domain, hosting, cPanel, integration of email with MX, etc is all connected. We would say it was easier for our students to learn about the connection of different technologies when using PRO ISP. We are very happy with our collaboration and will hopefully continue this for years to come.”

School class in need of hosting?

PRO ISP offers special discounts on our web hosting solutions exclusively for schools. Teacher may contact us at sales@proisp.eu for more information.

Customer survey 2017 – See the results!
Written by: Isabelle

650 customers have participated in our customer survey for 2017 – thank you for your participation! The results of the survey are important information for PRO ISP when it comes to development and improvement. What works and what does not is up to our customers.

 

“Why did you choose PRO ISP?”

Knowing why our customers choose us, gives us information on how we stand out and differ from other competitors. We asked “Why did you choose PRO ISP?” and evaluated which words were most used. The word cloud is a visual presentation of the words most used by the 650 responses.

“How do you prefer to receive information?”

PRO ISP has several options on how to send information to our customers. What is important to us is that we use the options preferred by our customers and the options that ensures we reach as many as possible.

The graph below tells us our customers prefers to receive information from us via email, when it comes to both news and system service announcements. This is the same results we had for our customer survey in 2016.

 

“How do you prefer to contact us?”

Our customers can contact us several ways. By learning more how our customers prefer to contact us, we can improve these options and make them even more available. As shown below email and live chat is the preferred ways while phone and Facebook are less preferred. We had the same results from last year’s survey as well.

customer survey 2017

Is our customers satisfied with us?

Most important for us working for PRO ISP is that our customers are satisfied with us and the products we deliver. The customer survey contains a series of questions regarding how satisfied the customer is with us and our services.

customer survey 2017

Click the image for a larger version.

 

How would you review PRO ISP?

In addition to the customer survey you can review us anytime on Trustpilot. Here you can also see what other customers have to say about us and how they have reviewed us.

customer survey 2017

 

Summary

Knowing if our customers are satisfied is important to us here at PRO ISP. The summary of the customer survey tells us our customers are happy with both our products and our services.

Our focus forward will be as before; developing our products, optimizing communication between us and our customers and of course keep delivering high quality products and services.

WHD -World Hosting Days 2017
Written by: Morten Malde

From 27.-31. of march PRO ISP attended World Hosting Days (WHD) in Rust, Germany.

What is World Hosting Days (WHD)?

The fair is held at Europa-Park, Europes largest amusement park. Every year WHD grows in number of participants, seminars and companies attending. This years over 6500 people attended WHD and over 120 seminars was held. As many as 2500 companies from 84 different nations attended.

whd

Our providers

Most of the time PRO ISP spend at WHD is spent on meeting our providers and their contacts. We discuss current solutions and products as well as the future and what challenges lies ahead. This gives us information of future plans for our providers services and products.

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