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This is a hostgator review posted by jeff_s on 18 May 2006

I’ve been with HostGator as a reseller for over a year now. So far, so good!

*Service (uptime and performance) … A+
In a year, I think I have had less than two hours of downtime. (knock on wood…)

*Support:… B- ( sometimes A, sometimes C- )
I seldom ask “simple” questions.

I have noticed lately that support has been leaving tickets “On Hold” after giving a “try and see” answer, rather than rushing to “Close” the ticket. New policy? If so, it’s a good thing, and certainly improves my perception that support “cares” about a resoultion, even if it’s only for my psychological benefit.

Support is always very prompt. “A” for that. But sometimes more prompt than effective.

My biggest peeve is a support person not reading the question and therefore “answering” the wrong question or replying asking again for information that’s already been provided. Next would be receiving a wrong “answer” from someone obviously not qualified — just pass it up the line without offering a “guess”, please. But I have these same peeves with almost any technical support these days, and HG is certainly much better than others in this shared hosting industry. That’s how I ended up here.

System administration could/should do a much better job of proactive communication with your valued clients. An informed client is a happier client!! And proactivity would result in fewer support contacts, therefore saving HG money! Answer a question once, before it’s asked, instead of fifty times afterwards, yes?

Post a (pre-event) upgrade schedule and (post-change) change log/event log for each server. That could be done right here within these forums via a read-only category containing a thread for each server, for a quick, easy, tidy way to achieve this. You might have avoided two support tickets just from me in the last two days, had such a resource been available.

I’ve never yet had an account or script suspended (knock-knock again) and I fully understand the occasional need to do so for the greater good of the “neighborhood”. But after reading the many justifiably superheated threads here where someone was suspended without notice, I feel this is a case where HG should spare no effort to contact and inform the victim, rather than just letting him discover the suspension hours or days later — especially for an established client or for a reseller!

All in all, count me as a happy HostGator reseller.

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