On any given day, even a routine one, we start receiving calls from our clients. Their websites are down, take a long time to load, or simply return hosting errors.

Around 15 or 20 websites were down, spread across 3 different hosting providers, almost simultaneously experiencing this problem. The first thing that came to mind was that it was a widespread issue, as it’s very unusual for several providers to suffer similar problems in such a short time.

How to Tackle the Hosting Problem

In these cases, we usually turn to the providers’ social media to see if we can find any information about the incidents. We visited one of their Twitter accounts and, indeed; they announced that there was a technical network problem and that they were working on it.

Some furious people took the opportunity to openly criticize them, inciting other clients to switch providers with very harsh statements.

Reality Eventually Prevails

Reality eventually prevails, and this provider resolves their incident. Meanwhile, the other two providers took several days and didn’t even communicate their problems publicly or privately.

What’s more, one of them charges an extra for “non-standard” technical support (as they claimed this case was).

In the end, it turned out that the most transparent provider, the one who was thrown to the wolves, was the most effective. And despite having an incident, they ended up resolving it as quickly as possible.

What is Most Important in Hosting?

Sometimes we believe that IT is infallible and that human errors can never occur. We make mistakes, and so do our providers.

The most important thing for us is that, even if there has been a failure, a technical incident, a hardware error, or anything of that nature, the provider responds. That we know work is being done on the incident, that the response is quick (even if the resolution time might be longer depending on the severity of the problem), but that we can guarantee someone is working on it.

Our clients perfectly understood the situation and stoically waited until the hosting team solved the problem and the websites were back up and running normally.

Choosing and managing hosting well is part of what we take care of in our web programming service.