Phone support? Think again!

award-winning-support

The power and clarity of the written word is undisputed. There’s a popular saying “if it’s not written down it doesn’t exist”. It’s widely used across many different aspects of business, and for very good reason; explaining complex issues in written form forces a certain clarity that cannot be delivered orally.

Imagine that you need help with a technical problem. Explaining the steps in writing is the perfect way to get the information across clearly and unambiguously. When mistakes and misunderstandings cause delays and cost money, this is the time when you definitely need to be as clear and unambiguous as possible. It’s the perfect medium for hosting service technical support.

Providing all support via email / helpdesk tickets has led Layershift’s support to be formally recognised as offering the best in Western Europe for the last 2 years running (2014 and 2015).

It’s clear that our support systems serve our customers’ needs extremely well. Even so, from time to time we get a pre-sales request asking why we don’t offer technical support via phone. We understand the apprehension; if you’re used to struggling through with other hosting companies who often take days to respond, only to provide inadequate assistance even when it finally arrives – the immediacy of phone support appears compelling. Even though waiting on hold wastes your time, and talking to the wall yields no results, it all seems like a good idea at the time… but truth is it’s not. Not at all. Here’s why:

5 reasons why we don’t leave our customers on hold

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Why Layershift Support is winning

The results are in, and what an amazing year it was! Great customer support is not just an aspiration at Layershift, it’s our passion – the core strand of our DNA. It completely defines us as a company, as a group of talented individuals, as a team.

For others, providing support for their product or service is an inconvenient cost. An overhead. A headache they have to live with. Most of their time is spent dreaming up ways to reduce the support burden.

The results are plain to see. How many support departments did you deal with during 2015? How many actually gave you a good experience? I’m willing to bet the majority spun you round in circles so many times they made you wish that you’d never even asked! This is what happens when support is not central to a company’s ethos. When support is a burden, support is bad.

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UK domains price increase

Nominet, the official registry for .UK domain names, has announced a substantial wholesale price increase for .UK domains (e.g. .uk, .co.uk, .org.uk, .me.uk, etc.) effective from the 1st of March, 2016. The increase exceeds our retail price so naturally, in common with most other registrars, Layershift will be forced to increase the registration / renewal fees for our .UK domains as well.

This price change is unexpected indeed, as Nominet has not increased domain registration fees for .UK domains since 1999. As Nominet is a not-for-profit company, we like many believe that the price increase is neither necessary nor justified. However, as the pricing is part of the company’s commercial strategy, it will be reviewed annually, meaning that the fees could increase every year from now on.

Beginning with the 1st of March, 2016, all .UK domain registrations and renewals will be charged at a flat rate of £4.75 per year (excluding VAT), or $6.99 per year for accounts charged in USD.

The good news is that you can also register your domain for a period of 1 to 10 years, at the same flat rate per year, so on the assumption that Nominet increase prices further at each of their annual reviews, registering or renewing your domain for longer registration periods will give you better value, in the long run.

By the way, our new price also remains one of the lowest in the UK. For example, lower than that announced by 123-reg (£6.99/year) and Fasthosts (£6.99/year).
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cloudControl customers migrate to Layershift

Earlier today, German PaaS provider cloudControl confirmed to their customers they are shutting down their servers at the end of this month. With less than 2 weeks to find a new hosting provider, cloudControl customers must act fast to find the optimal replacement for their needs.

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PHP 7 support and portable public IP addresses now available on Layershift Jelastic PaaS

We’ve just added 2 more great features to our Jelastic PaaS to help you to deploy and run your sites with maximum performance and efficiency.

PHP 7: Max performance, minimum cost

Hot on the heels of introducing PHP 7 to our Cloud VPS hosting plans, we’re happy to follow it up by announcing the immediate availability of  PHP 7 on the Layershift Jelastic PaaS as well.

Until now, our Jelastic PaaS was a great place to check your code for PHP 7 compatibility, via the Docker(R) based container images – available since the PHP 7 project launched its release candidates, but from today PHP 7 has graduated to a first class citizen of our Jelastic PaaS.

Why is PHP 7 so exciting? Besides an assortment of new language features to take  your productivity to the next level, PHP 7 offers substantial performance increases whilst also using less  memory.

Thanks to our unique auto-vertical scaling – where you only pay for resource consumption, not instance size – this means using PHP 7 saves money. I’ll say that again, very slowly:

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