Improving Hosting Support

Here at Lean Lab we do a lot of work behind the scenes to ensure our customer’s websites are secure, frequently updated and performing well. We have multiple forms of monitoring in place to raise an alarm if customer websites experience performance issues and we take immediate action. Much of this is invisible work that our end users are unaware of – we identify and resolve many potential problems before they impact website performance.

While we provide a high level of service to our customers we have admittedly done a less admirable job of communicating this work to customers. We’ve also not had an easy to find support process / portal.

Over the next few months we’re rolling out a number of changes to address these issues:

• Launching our new website & knowledge base portal (in development now)
• Providing a new support process based on a professional helpdesk system (complete)
• Defining support SLA (Service Level Agreements) for our Hosting / Care plan levels
• Improving our website hosting / care plan offerings and making these visible on our website so that customers know exactly what value they are receiving.
• Providing monthly Care Plan reports for customers that detail support work including WordPress core, plugin, theme updates, security & malware scans, uptime and incident monitoring, analytics, daily / weekly / monthly backups and custom work undertaken.

The above actions steps will be an ongoing, iterative process. Rather than taking months to complete and launch a fully completed brand new website and support system we are releasing smaller improvements early and regularly.

We’ve started this by introducing our improved support process.

Customers can now use the Hosting Support link in our menu to create a support ticket in our helpdesk. This provides a single point of entry for support queries and means all of our staff can respond to hosting / care plan requests in a timely manner.

We have a LOT more to do to improve our services and we’re excited about what is coming for our customers.

• Access to our extensive library of commercial WordPress plugin & theme licenses (already saving our customers thousands of dollars a year in license renewal fees!)
• Increasing improvements to our support processes and response times.
• A knowledge base and training portal
• Massive improvements in our hosting plans – we are bringing enterprise level hosting performance and features to our existing customers.

If you have any questions, please feel free to reach out to us via our Hosting Support or Contact page.