Support Without Limits

No Limit Escalations is a Beautiful Thing

You might be wondering why any hosting company would offer no limit support ticket escalations. Most providers pose strict limits on mission critical tickets and even charge extra for them since they require access to top individuals at a moments notice. This can lead to delays, downtime, and a frustrating experience. Carbon60 has a better solution.

Because Carbon60 is more like your own in-house IT team, we foresee and manage problems so your sudden issues don’t even occur. And when they do, we’re on them fast, most likely before your even aware of them yet.

Fewer tickets and escalations mean smoother, problem free performance for you. And if there’s one thing you don’t want happening, it’s getting an emergency distress call from your clients at odd hours. Professional proactive issue management is a definite value add for developers and agency partners.

Fast, Professional Support Ticket Resolution

The best way to track and manage support requests is of course, the support ticket. But you may have found that these tickets aren’t responded to and solved within your SLA (or you may not have a clear response agreement with your hosting provider). Many times, tickets require escalation to a more senior technician – this is of course normal, but can be detrimental to solving issues quickly if escalation limits are imposed.  Even some of the biggest brands have unexpected incidents that need to be escalated fast to avoid long term outages.

Many hosting companies are not built for fast ticket resolution and have multiple layers of services desk personnel before your ticket reaches a knowledgeable person. Someone who is not only capable technically, but also knows your environment. As such, their process requires a large degree of triage at multiple steps, documentation, and clarification, all of which requires your time and slows things down.

Not at Carbon60. We not only respond quickly, we’re constantly monitoring your environment so that when failures or performance issues occur, we know about them long before you do. This is possible by our end-to-end hosting solutions coupled with our superior DevOps services and Technical Account Managers that intimately make us part of your IT team. By responding automatically, and with your expert TAM overseeing things, we make sure issues are managed fast and minimize business impact.  There’s no need for escalation in the first place, when it be can solved immediately.

But when you have sudden problems or you need unforeseen emergency changes to the environment (for legal reasons, marketing reasons, network difficulties, or a WordPress code change) your TAM gets them escalated immediately. And when tickets are outstanding, your TAM ensures that they get responded to efficiently by automatically escalating them when necessary.

The bottom line is that your time and client relationships are crucial assets to protect. Carbon60’s no limit escalation is a key part of our service model, helping you maintain a high quality of service, even when the unexpected happens.

The no limit escalation is just one more feature that differentiates us from other hosting providers you might be considering.

Learn more about the specific benefits of the Carbon60 WordPress for Enterprise.