Web hosting service providers today offer many great deals to website owners in addition to hosting the website. There are many hosting firms domain registration UAE sector that offer domain registration services either as a complement or as a paid add-on to their hosting services. The hosting service itself may come with many additional benefits, one of which is 24/7 technical support.

But 24/7 doesn’t always mean that the website owner will get support any time instantly. That said, here are a few industry secrets behind hosting deals with 24/7 technical support.

Around the cloud support may not be what you expect

Many web hosts offering dedicated server hosting Dubai services may not explain the entire deal when they pitch a 24/7 technical support. The feature may mostly cover only basic support. The staff available for 24/7 support may only be qualified enough to handle the most basic technical troubles. 

For complex issues like a cyber-attack or if the website goes down, the 24/7 team would most likely escalate the issue to a queue for support from experts. These experts may not be available 24/7. The web owners would be relayed a message saying that the issue has been forwarded to a technician who will resolve it ‘as soon as possible’. The web owners may even have to wait for days to get a positive response, especially during weekends and holiday season even if they want the issue to be addressed immediately.

Understaffed support desk

Interestingly, being short-staffed is a common problem among bigger hosting providers. While they may have a 24/7 support team, they may not have enough staff to handle a lot of tickets. The web owner may have to wait for hours to get a response from a technician in this scenario as well, which means a resolution would be delayed further. 

Outsourced technical support

Many hosting businesses in the web hosting Dubai sector promise 24/7 support but lack the staff to respond to support tickets. Some of them instead outsource technical support which also saves their resources. This is also seen as a good approach by hosting companies who cannot afford to train and recruit their own in-house staff. But outsourcing may not always end up satisfying web owners who want their technical troubles resolved fast. 

The major risk of outsourcing technical support is the fact that there is a higher likelihood of communication problems arising between the owners and the support team particularly if the support team is located in a different country. Language barrier and misunderstandings would be there as well. In addition, the same support team could be tending to many different help desks, and may have bigger fish to fry when a web owner raises a ticket. 

Tips to avoid being in aforementioned scenarios  

• Make sure the 24/7 technical support team can address even complex issues immediately outside of office hours.
  
• Make sure they have experienced in-house support team.
  
• Enquire how long a typical response to a ticket would take. If even the sales representative takes too long to reply, you can expect a similar treatment from their support team.
  
• Test the response of the support team on inconvenient hours by contacting them. If there are swift responses, they can probably deliver on their promise of 24/7 support.
  
• Go through customer reviews and testimonials to get an idea of their technical support standards.