For example, let’s say you’re having a problem editing your website’s template. A problem arises, and because you’re dealing with the template, you assume it’s a scripting issue. So you quickly go to your web host’s website to file a support ticket. Once there, you don’t see the category you need, so you call them instead. After explaining the problem, they tell you it doesn’t seem to be a scripting issue at all, but that it’s actually a problem for your web designer. Frustrated, you get off the phone thinking that the web host has now “passed off” your problem because they didn’t want to help you.
Situations like this cause a couple of problems. The first is the confusing support tickets, and the second is the answer from the web host that you weren’t really happy with. But is the web host really to blame for this? While it’s easy to lay that blame at the feet of the person you think is responsible – in this case, your web host – they’re not really at fault.
While the categories of support tickets can be confusing, most of the time they do include just about every issue you could come across with your website. And if you don’t find what you’re looking for there, a simple call should help. But what if you’re unhappy with the answer, as in the example above?
In that case, a short call to your web designer will probably clear up the problem, but not every issue will be just like that scenario; and sometimes, you might not have anyone else to call. So what do you do in that case?
All you really have to do is check out the Terms of Service of your web host before signing up with them. The TOS will fully explain what the web host’s support staff will be able to help you with, and what they won’t, which can eliminate some surprises later on down the road. Another good rule of thumb to remember is that if the problem can’t be fixed through your control panel, your web host probably won’t be able to help.
Web hosts generally do their best to help their customers with issues regarding websites, but they can’t fix everything. If there’s ever an issue on your site, knowing what to expect in the way of support and what’s out of the web host’s hands can help get your problem fixed sooner, and with less frustration on your part.