Our Commitment To Customer Service

Since I got my start online in 1998 I’ve always had my eyes on the web hosting industry.

Over the last decade I’ve seen a lot happen including massive buyouts by very large corporations.  This was the catalyst behind creating Name Hero as I felt many of the “good name” web hosts sold out and began lacking in customer service.

It doesn’t take more than a Google search to reveal some pretty concerning comments about some large brands out there.

We Strive For 10/10 Customer Satisfaction

I never want our reviews to look like the link above.  Personally, I like seeing the five-star review emails come in more than I do new orders. Click here to read our Shopper Approved Reviews.

I want to provide an exceptional web hosting experience; it’s very satisfying to see us making a change for a better throughout the industry.

With that said, when you sign-up with us here at Name Hero you can expect professional, quality, customer support 24x7x365 via telephone, live chat, and our ticket system.  All tickets are answered within 15 minutes with most problems solved within an hour tops.

Scope Of Technical Support

Given our knowledgeable Level III support team and ultra fast response time, we can sometimes be considered “Support Heros.”  While that’s what we’re going for, it’s important to note that somethings are simply outside the scope of our support.

Our support team will make every possible effort to help with issues, but sometimes we have to ask that you reach out to your software vendor.

WHMCS is a great example.  Given we offer a free license with our Corporate Reseller account, we receive a fair amount of support tickets daily asking for help with integrations / supporting their software.  Unfortunately since they have encrypted their files we can’t help much outside of seeing the software is installed and running as planned.

Thankfully though, they do provide full support for our Resellers, but they’re just not as fast.  It’s one of those things we all have to learn a bit of patience :).

Transparent Reviews

Each month, we make a point to publish feedback from our support desk.

I completely understand that Name Hero is not yet as branded as some of the other names in the industry such as Host Gator, Blue Host, etc.  We’re working hard on that, but we believe one way we can earn your trust (something we don’t take lightly) is to be completely transparent and open with our customers / potential customers:

Reflecting back on my own experience with web hosts, there is nothing worse than when a company isn’t upfront about their services.

On behalf of myself and our entire team here at Name Hero, we thank you all for your help in growing our business!  Our customers are our investors and how we can continue to offer quality, high speed, web hosting with the best customer service in the business!

If there is an issue you ever need me to personally address, simply ask for me in the helpdesk!