Jul 31

Great customer communication, Green Geeks

Category: Uncategorized

I’ve been hosting this site with Green Geeks ever since I started this site a few months back. I chose them because they are inexpensive, run Linux servers with SSH access (and not annoying bare bones shells) and they are an established green company. Now, any of us who know about hosting know that you generally get what you pay for. I wasn’t expecting anything spectacular or anything with this hosting, I just wanted good uptimes and shell access, nothing special. The fact that they pay for my domain renewal for as long as I’m a customer is a nice perk.

The reason I’m writing about my hosting provider is because they recently had a server go down for over two days. It was a rough time for them and I was frequently given solid status updates, above and beyond the usual “we’re working on it” messages, but actual substantial emails that informed us, as customers, what was wrong, what they were doing and whether or not they had a time frame of when it would be fixed. Not only that, the CEO of the company sent out an email, once the issue was resolved, which outlined what they’ve learned from the experience, how they fixed it, and how they are working to prevent this sort of thing from happening. And they are offering a substantial compensation for the downtime!

Now, I’ve worked in the web hosting world since 2001 and have dealt with all manner of server issues. I was on call for nearly 3 years of my life, 24/7, so I know what it’s like to spend my entire weekend working, barely sleeping, and generally being frustrated. See, a lot of server work involves hustling to get to work on the issue and then waiting while the limitation of the hardware kick in. Generally this is filesystem checks as running fsck on a 500+GB drive takes a long time! I also know what it’s like to work for awesome employers who take their customers’ needs to heart (thanks HCST) and what it’s like to work for companies that don’t bother notifying their customers of major changes, such as moving their servers 10 hours away. Regardless, I have to say that Green Geeks did everything from a customer standpoint perfectly. You’ve earned a loyal customer by taking a terrible situation, owning up to it, and keeping us informed.

1 comment

1 Comment so far

  1. Harriot Sanders August 25th, 2009 9:13 am

    It’s good to see that web hosting companies actually still do this. I think it’s time for me to switch to GreenGeeks. I am with a hosting company (that I’ll leave nameless) and they also had an FSCK issue, after 3 days of waiting for it to be fixed, they e-mailed us telling us they lost all the data. When asked what happened to their nightly backups, they claimed they got corrupted as well — I smell a fish somewhere.

    Thumbs up to GreenGeeks. I am going to switch over soon.

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