A new web hosting support company

HostReview.com
Tuesday, November 18, 2003; 12:00 AM

17 November 2003, India: Indian company, Vanilla Networks Pvt Ltd, today launched its web hosting support service, armed with a comprehensive customer center and low prices which it claims will set it apart from its competitors. Until now, the company has been servicing only a limited number of clients as part of its pre-launch testing phase. The service, SupportResort.com, provides support services on behalf of web hosts and other companies who want to outsource their technical, sales or billing support. A wide range of other services are also available, such as server administration, server monitoring, server maintenance, and programming. Like other Indian web hosting support companies, SupportResort.com is able to provide its services at very low prices due to the lower cost of living and lower wages in India. SupportResort.com is in fact one of the cheapest support services on the market, with 24-hour support plans starting at only US$25 a month. Unlike other web hosting support companies though, SupportResort.com has built a comprehensive customer center, called "The Hub", to underpin its service. The Hub plays several roles including gathering information from client web hosts to ensure that SupportResort.com staff are properly equipped with the information they need to provide quality support to each host's customers. The Hub also provides client web hosts with 24-hour control over all aspects of their account, and includes other value-added tools such as a sophisticated server monitoring suite which can notify you via SMS if one of your servers has a problem. Chief Executive Officer, Mr Rangan C, says the new tools go beyond what any other support company is providing. "As far as we can determine, we are the first web hosting support company to provide a proper account management and tools interface to ensure that a structured approach is taken to meeting the needs of clients," said Mr Rangan. "We believe that customers will prefer the systematic nature of our approach, compared with the more adhoc methods which have traditionally been used by our competitors. "If you are a web hosting service then transferring your service to a support company can be a bit like handing over pieces of a jigsaw puzzle. With our online tools, we ensure that all the pieces of the puzzle are there." Vanilla Networks Pvt Ltd plans to expand quickly and is already seeking more staff to keep up with demand. "We are very fussy about who we hire," said Mr Rangan, "To this point we have employed only the top 1% of applicants. We insist on very strong English, a talent for customer service, and outstanding trouble-shooting skills. Of course too, all our staff have at least university-level information technology qualifications, and many of them have considerable web hosting industry experience and technical certifications as well, including qualifications like Red Hat Certified Engineer, Cisco Certified Network Administrator, and so on." Vanilla Networks Pvt Ltd will base its operations in an IT park in Kerala, India, which Mr Rangan describes as "the most IT-friendly state of India". The IT Park has state-of-the-art infrastructure, and is equipped with high speed Internet connections from premium Internet service providers. "If you are a web host who has used another support company and you have found their approach to be disorganized or unprofessional, or their staff to have poor skills, we encourage you to try us out, because we are committed to quality, accountability and a structured approach," said Mr Rangan. "We are confident that when client web hosts see the quality of our work, and the professionalism of our approach, they will see that their customers are safe with us. We have already had high praise from our existing clientele, who have been very impressed with the quality of our staff and systems. In time, we hope to build such a reputation for quality service, that some client web hosts will be proud to advertise that their support is outsourced to us."

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Contact: Rangan C, Chief Executive Officer, Vanilla Networks Pvt Ltd, media@supportresort.com .