“Customer service is phenomenal”
Jarrang is an agency specialising in fully managed email marketing campaigns. The fully managed approach Jarrang take, makes email marketing simple, producing maximum returns with the minimum of hassle.
ForLinux have been providing Managed hosting and support services to Jarrang since 2007.
Stafford Sumner, Managing Director says:
“When we were left in the lurch by our previous hosting provider one Friday afternoon, I rang a friend in a panic and he suggested I rang ForLinux. I spoke to the Technical Team leader, Russ, who began immediately investigating the problem and actually fixed the issue, that our then provider wouldn’t fix, that afternoon. At that point, I thought these guys are good and we signed up for a managed hosting solution on the Monday morning.
From the beginning ForLinux have integrated with us very well. The team are very visible and transparent in terms of what they are doing and who is doing it. I respect the service that the company provide & it is nice to finally find a hosting company that operates in the same way as we do, in terms of ethos.
The 24/7 Proactive Monitoring of our servers is very useful indeed, quite often the ForLinux guys come to us before we even know there is a problem. The technical team are extremely knowledgeable when it comes to the LAMP stack. They always go the extra mile and they seem to love the challenge of a technical problem! A couple of weeks ago I had an issue and Paul, one of the senior technicians, worked really hard to fix it even though it was not really within his remit.
Compared to other hosting providers, the service you receive is so much more personal. The phone is always answered by actual person, there are no automated systems or long cues to drive you mad. I know who to ask for depending on the problem because I have met the staff, which also really helps relations.
Another area that really stands out about ForLinux is the process used for identifying and escalating problems. With previous providers we have found that the first person you speak to can not always fix the problem but they are reluctant to pass the issue on, which can waste valuable time. At ForLinux, the first line support staff are very knowledge but they also escalate problems very quickly, they identify who is best suited to deal with the problem and, if needs be, pass it on. This means the issue get resolved much more quickly.
Ultimately, ForLinux enable us to provide a better service to our clients as their network uptime is so good, we can maintain excellent service levels. Having ForLinux support helps keep us moving without needing in-house expertise or needing to worry about what happens when someone is on holiday.
It sounds like a cliché but the Customer service really is phenomenal and, having experienced a lot of terrible service, we are happy to pay a premium price for it.”
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