C I Host expands its
"live-answer, no-wait" support to colocation customers
Same top level engineers who
work with higher end server customers will now support those with colocated
servers
BEDFORD (May 29, 2003) - You
can stop using the speaker phone as a way to keep on working while you are on
hold, and on hold, and STILL on hold, waiting for tech support to untangle your
Web site problems.
C I Host, in another
industry-leading move, is now offering "live-answer, no-wait"
technical support to all its colocation customers.
Until now, that level of
service was reserved for those who had higher end servers, usually large
companies. And in the Web hosting world outside of C I Host, that's still the
way it goes.
"We decided that we
wanted to give all of our customers the advantage of being able to talk to a
Level 3 or Level 4 Network Operations Center engineer, in person,
immediately," said Christopher Faulkner, CEO of C I Host. "This is a
huge leap above the service offered by our competitors, who continue to make
many colocation server clients wait on hold to talk to a lower level and less
experienced technical support person."
The expansion of this top
quality service and support is just one more of C I Host's efforts to provide
the best in customer service, whether it involves technical support, billing
inquiries or processing orders.
C I Host has made top
quality customer service a priority since it was founded. An aggressive quality
control program, monitored by Faulkner, provides immediate feedback on how well
or how poorly divisions, departments or staff members are performing.
Steps are taken quickly to
correct any problems. Each new development - from reseller programs to the
technical side of administering a Web site - is made with the customer as the
focus.
Such insistence on keeping
the customer at the center of the business has been the foundation of C I
Host's success in continuing to grow and maintaining one of the lowest churn rates
in the industry.
A survey taken in 2002 of
175,000 C I Host customers, in which 30,000 responded, showed that C I Host's
emphasis on putting the customer first is paying off.
Survey respondents gave C I
Host an average rating of 5.2 on a six-point scale, in which "5"
meant "satisfied," and "6" meant "extremely
satisfied."
Customers were asked about
their satisfaction level in the following
categories: overall
experience, customer service, scalability; latest technology, value, brand
name, overall performance, Web site design services and billing support.
"Our customers are our
most important resource," Faulkner said. "From their first contact
with us to the daily maintenance of their Web site and the growth of their
business, we want our customers to feel that they are in safe hands and that we
are there to help them in all their business endeavors."
C I Host offers four levels
of colocation, from Family Colocation that starts at $99 a month to Private
Data Vaults that starts at $1,900 a month.
All four levels give clients
a choice of having their server housed at the Bedford, Texas; Los Angeles or
Chicago data center. Within the past year, even as competitors have cut back or
shut down, C I Host has expanded its Bedford and its 18-month-old LA centers
and has added a full-service, state-of-the-art center in Chicago.
When a company has a
colocated server, that server is placed on a shelf or mounted to a rack at one
of the three centers and is powered by an uninterruptible power supply (UPS).
The server will be on a 100Mbps Ethernet segment, with a GigE segment available
for $100 a month above the normal cost, and connected to C I Host's core
Juniper m40e routers.
Clients can manage their
servers remotely by telnet, ftp, PCAnyWhere, SSH/Timbuktu or other programs,
and have 24/7 access to visit C I Host's data centers to work directly on their
server. C I Host offers free "remote hands" for server reboots and
monitoring notifications.
Because C I Host knows that
moving a server from one location to another can be a strain on a business,
anyone moving from a competitor will have the free use of a C I Host
"transition" server for up to 30 days. Clients using this seamless
method of moving will mirror all their
data on a C I Host server, change the DNS, ship their server to the C I Host
data center, then re-sync their data. This procedure ensures that the client's
site never experiences any downtime.
All four levels of
colocation offer the following services:
· Complete scalability to accommodate
your needs as your company
grows
· Multiple POEs (Point of Entry) for
fiber, electricity and generator
inputs - 100% uptime.
· Personal treatment - We know the needs
of the SMB and we cater to
that every need.
· Highest level of security to protect
your data
· 24x7 Live Answer (no wait time)
technical support
· Complete control of access to your data
· Private data center rooms
· Secure Cabling and Power Runs
· Your choice of Los Angeles, Dallas or
Chicago data centers
· Personal account representative and
toll-free support line that
will be answered directly
· Unlimited bandwidth capabilities
· Carrier-neutral facility
· Facilities coordinator on staff 24/7
for build-outs and private
bandwidth installations
· All exchange points and bandwidth
carriers monitored 24/7 to
protect against service
interruption to your facility
· Access to your equipment all day, every
day.
· Complete reports on bandwidth
utilization and port connection made
on a weekly and monthly
basis.
· Quality assurance area complete with
build tables, tools and
testing equipment
· Administrator on duty 24/7 for emergency
maintenance
· Ability to build-out private, 3,000 sq.
ft data center complete
with our personnel and
security
· Bar code inventory system for tracking
and securing your equipment,
complete with equipment
receiving and storage controls
· Closed-circuit video surveillance
· Authorized users have 24/7 unescorted
access
· Fast Ethernet (100 Mbps), and GigE
(1,000 Mbps) handoffs
· Custom power, cross connects, and
private interconnects
--About C I Host--
C I Host (www.cihost.com), is a Web hosting and Internet
solutions provider, domain name registrar (DNR) and application service
provider (ASP) serving 190,000 individual consumers and businesses in 182
countries worldwide.
C I Host creates
business-class Web hosting solutions for the small- and medium-enterprise (SME)
market, with the broadest portfolio of managed hosting and value-added services
in the industry. C I Host is accredited by ICANN to register domain names.
C I Host has been
consistently ranked among the Top 5 Web hosting companies out of 16,000 around
the globe by c|net's Ultimate Web Host List, HostPulse, WebHostsOnline.com and
HostChart.com. C I Host offers turn-key services ranging from initial domain
name registration to custom dedicated servers for e-commerce on today's Web.
The company offers innovative packages and services to the Internet community.
C I Host operates three
diverse data centers across the
All telco-grade, tier-1 data
centers are wholly owned and operated by C I Host and consist of redundant
diesel generator backups and a temperature-controlled secure environment with
fully redundant UPS capability. All server hardware is fully tested and
configured for optimal performance. Daily Web server backups and full fire
protection guard against any data loss. To deliver speed and reliability, C I
Host's servers are connected to two OC-12 fiber connections, five DS-3 and two
OC-3 lines from five diverse Internet backbones for a total of more than 2,000
Megabits of available bandwidth.
Editorial Contact:
Nancy St. Pierre
C I Host
(888) 868-9931 x 7006
nancys@cihost.com