I am working with the web hosting company as technical support. But as of now, I am engaged with some other duties like the system administrator. I have noticed that many of our customers are not updating their website, especially users of word press versions 1.5 and 2.5 on our servers.
They generate the ticket to support and ask why their website is suspended or have limited functionality. Being a support person, I inform them because of their poor website management, not updating website software timely and many more.
I really think customers should be informed about their responsibility.
Say "No" directly to customers, but in a pleasant way. Make them understand their responsibility.
I think web hosting providers should inform their customers before only and if they are blaming or asking to do same, charge them for that.
People should understand their responsibility towards their website. They should timely update their website with new software's, maintain an account with strong cPanel and Email passwords. Because of this majority of people can avoid suspensions, if they follow above terms.
I agree with all,
Hosting provider only offers hosting and support for said hosting, nothing more. I will love to charge fee for website maintenance.
This is not required and I know this problem is very common. It would be better to offer customers word press management as extra service. But every problem has opportunity to add value to it, by adding this as an extra service.
I agree with above comments. I know there is a lack of security awareness amongst customers of web hosting. Using poorly written scripts / plugs ins, using insecure password and not securing scripts and plug ins etc.
If you specially mention that you are fully managed shared hosting provider then you may need to take care of everything.
We do send notices to users, who have outdated scripts and there are too many scripts available for us to monitor. These will help our users to know that they are running an outdated script and result will be suspension. I know many people ignore these messages but we've to inform them.
Quote from: Trisha on September 05, 2016, 03:55:16 PM
I agree with above comments. I know there is a lack of security awareness amongst customers of web hosting. Using poorly written scripts / plugs ins, using insecure password and not securing scripts and plug ins etc.
If you specially mention that you are fully managed shared hosting provider then you may need to take care of everything.
We do send notices to users, who have outdated scripts and there are too many scripts available for us to monitor. These will help our users to know that they are running an outdated script and result will be suspension. I know many people ignore these messages but we've to inform them.
I agree with your reply. People are not aware about real password or how to secure their account or installation process. They blame hosting company and fail to follow their responsibility. If strict password is enforced then also, they have problem with that. They are not aware about their security, firewall update and depend on free services for such things, etc. Client pretends that they are right, even if they are wrong.
Firstly, make customers understand the need for upgrading for newer version, and how it is going to help them in daily business. Most of the business transactions would be easy with up-gradation.
See customer always expects a good service from the service provider. If the service provider is giving 100% customer satisfaction to their customers, then the customer is also ready to pay extra bucks for the same. Maintaining the customer's website is also one kind of service and if the service provider is giving 100% to that also then in all sense it's a positive sign for both the parties.