Mr. Blöchlinger, how long have you been a Hostpoint customer and how did you first hear about us?
I’ve been a Hostpoint customer since I started working for myself – which was in around 2012, so more than ten years ago. I first became aware of Hostpoint through advertisements, such as on posters and the radio. I can even remember the slogan: “Hostpoint – the data residence.” I come from the region myself and I like to support local businesses, so Hostpoint was naturally the only option for me when it came to finding a hosting provider.
Which Hostpoint products do you use most?
I mainly use the Smart and Standard web hosting services. I manage various small internet projects on my Smart hosting account. Several of my end clients also use Hostpoint hosting and domain products. Using the access right feature, I can access their DNS settings and other areas and easily manage them.
What does good support mean to you?
For me, it’s important that a support team takes time, listens to me, takes my concerns seriously and offers me a concrete solution (or at least a workaround). Ideally, it should also help me directly with implementation. As a customer, what I really like is when I’m spoken to in a friendly way and shown respect and courtesy on a phone call.
Can you tell us about a time when our support team was able to help you?
Yes, I’m in regular contact with Hostpoint support. The team often helps me resolve queries quickly, and sometimes I appreciate having a second opinion with more complex issues. One time, for example, my query was about a message from Let’s Encrypt stating it would no longer send expiration notifications in future. I wanted to make sure that the FreeSSL certificates for my Hostpoint domains were not affected.
Another example was a query about generating SSH key pairs and correctly registering them with Hostpoint. I was delighted that this exchange resulted in Hostpoint adding new guidance for customers!
I also remember a case where I had to set up a temporary landing page for a client without causing disruption to their existing WordPress site. It was something I’d never done before. The support technician helped me by sending me a detailed implementation plan via e-mail, and I was able to implement that successfully.
«I particularly appreciate courteous communication and a respectful approach towards me as a customer.»
Which channel do you prefer using to contact our support team?
In most cases, I’ll write an e-mail. WhatsApp is a handy addition, but I’d rather pick up the phone for urgent matters. I still prefer direct interaction, because the bit of small talk or technical chat you get makes you feel very well taken care of.
Who knows what things will look like in ten years’ time – maybe a Hostpoint AI will answer my phone calls? ;-)
What has been your experience with Hostpoint support to date?
Consistently positive. Unusually, several steps were required to fully clarify the SSH issue, because I had never worked with SSH before. However, a member of the Hostpoint support team quickly took me through the essentials of SSH during a call, which I really appreciated!
That’s why I would love it if Hostpoint offered occasional online webinars on various topics.
Finally, do you have any requests or suggestions for our support team?
A comment function for some posts in the Support Center would be handy. Also, it would be great to get a few video tutorials with step-by-step explanations and, of course, a “data center open day” sometime. ;-)
Info
Hostpoint support is available to all customers seven days a week from 8:00 am to 6:00 pm by phone, e-mail, WhatsApp or via the contact form. A lot of helpful information and instructions can also be found in the Support Center.
