This is the fourth in a series that’s going over what’s included in your WebFaction account. In today’s installment, we’re taking a closer look at the team that supports your account.
Above all, the customer support team is committed to communicating with you in a timely, accurate, and courteous way. If you have a question, a problem, or a suggestion, we want you to be able to trust that the customer support team will respond with care and respect. Whether you’re asking a question in the Q&A Community or opening a support ticket, WebFaction customer support is there to help you.
But the customer support team isn’t passively waiting to hear from you. The support team is connected to monitoring and reporting about the state of the WebFaction service, so many problems are resolved without your intervention. For example, if a network connection goes down or server needs to be rebooted, the support team is often notified about and can respond to the problem before customers are even aware of the issue, much less had a chance to submit a support ticket.
Yet having a monitoring system doesn’t mean much if there’s no one around when alarms start going off, so WebFaction’s support team provides 24-hour coverage every day of the year. The team is globally distributed, so even though it might be a weekend, evening, or holiday where you are, it’s usually just another work day for the support team member that responds to your request. With continuous coverage, you can expect that it won’t be long before you receive a response and that the support team member that responds to you is up to the task.
In addition to the customer-facing support team, our team of systems administrators is on hand and on call too. Their main task is to make sure your server is stable, secure, and up-to-date. For example, our sysadmins took the steps required to protect WebFaction servers from the POODLE SSL vulnerability discovered recently. Or, in the event of a major problem, like a hardware failure, the systems administrators step in to restore the server to a working state or migrate it to new hardware.
In a perfect world, software never has bugs, servers never crash, and network connections never fail. Unfortunately, we don’t live in that world, so that’s why we’ve put together a multitalented team to look out for you.