A Passion for Support: Idologic Backs its High-Performance Web Hosting Solutions with Solid Tech Advice

TL; DR: Idologic is committed to providing customers with a hassle-free, high-performance hosting experience. The company, which helps businesses achieve a wide range of tech goals, features a comprehensive suite of solutions, including virtual and dedicated servers, plus managed backups. With a future focus on leveraging the team’s DevOps experience to an even greater extent, Idologic aims to provide blazing-fast hosting solutions that lead businesses to online success.

If there’s one word to describe the mental state of a modern business person, it’s undoubtedly busy. Need proof? Just turn to the retail market: Consumers are expressing this perpetual busyness through the clothes they wear, the books they read, and the time management systems they adopt.

Imagine you’re a web designer who just started your own business. Sure, you spend some time channeling your creativity into sleek, user-friendly sites. But you’re also providing customer service to clients, managing finances, and marketing your services, among other business essentials. So when your client asks you to host the site you’re designing for them, your first thought is probably, “I’m too busy.”

That’s where Idologic comes in. The company is focused on delivering managed hosting for web designers or marketing agents who need to provide hosting for their clients, but don’t have the time or workforce to do so.

“Since Idologic launched mid-2007, the company has always been more focused on providing a specialized IT service to a subset of customers, rather than a generic cookie-cutter service to a broad audience,” said Juan Costa, Director of Operations at Idologic.

That hasn’t changed, though the hosting solutions have. “When we started, reseller hosting was the go-to option for marketing agencies and web designers who had to sell hosting,” Juan said. “Today, if they’re hosting 20 WordPress sites assigned to different clients, they likely won’t get enough power on a standard reseller account because sites now require more resources to run.”

That’s why Idologic now focuses on high-performance managed VPS, dedicated, and forum hosting solutions. The company’s goal is simple: to partner with clients and help them achieve a wide range of technological goals. With sophisticated managed support from a team of sysadmins and plans to bring additional services to market, Idologic is relieving customers of hosting responsibilities so they can be less busy and more productive.

Idologic wants its customers to think of the company as an extension of their staff — a partner, rather than a provider, offering a personalized, high-level service. “When you contact us, we know who you are,” Juan said. “You’re not talking to someone who’s not at all familiar with your account. You’re talking to someone who knows your project and the technology inside out.”

Personalized interactions go a long way in increasing customer satisfaction, as does a willing, can-do attitude. If you’re looking to expand your infrastructure, safeguard your data with a sophisticated backup solution, or prevent downtime through load-balancing technology, Idologic is there to help.

“We will never refuse a request,” Juan said. “If you need to achieve a particular technological goal and don’t know how to do it, we’re always going to have a solution — even if that means directing you to another company. For us, it’s more important that you achieve your technological goal than not.”

Juan said Idologic has invested heavily in its infrastructure — after all, it’s the backbone of the services the company provides. Idologic only works with premium colocation centers and buys premium underlying hardware to support its operations. Like personalized service, quality infrastructure is vital to the customer experience.

A few years ago, Idologic partnered with an academic client who required a multi-server setup to support his custom X-ray imaging software. The project proved exceptionally complicated, but the company didn’t hesitate to meet the client’s expectations.

“The level of involvement was well beyond the scope of service that you would typically receive from a hosting company, but that didn’t stop us,” Juan said. “That’s how we like to frame ourselves to customers: We go beyond a regular hosting provider, and even provide you with solid technological advice for whatever goals you may have.”

Juan said Idologic’s high-performance VPS and dedicated servers provide the reliability, redundancy, and security businesses need — plus the support required to ensure sites and applications are always up and running smoothly.

Both virtual and dedicated servers come with immediate 24/7 support and SSD storage on a 100% redundant network. They also include server analytics monitoring, which the company describes as “premium support at not-so-premium prices.” The service goes above and beyond tracking whether a server is up and running: It analyzes performance every few seconds and alerts a technician at the first sign of a problem.

In addition to virtual and dedicated hosting plans, Idologic offers high-performance forum hosting focused on speed, resilience, and reliability. Like the company’s other plans, forum hosting packages come with 24/7 support and service monitoring from a dedicated team of sysadmins.

Finally, Idologic’s managed backups ensure customers have safe and secure backups that make disaster recovery a breeze. When the company first started selling dedicated servers back in 2008, people would back up their data to another server in the same cabinet, but there was no off-site concept of any kind. Idologic knew that wouldn’t suffice, and developed robust managed backup services stored on separate hardware.

“Now, if we run into a customer who has backup solutions on their same server, we’ll say, ‘Hey, we noticed that you’re currently doing backups this way, but if you really want to protect your data, you might want to be running backups this other way,’” Juan said.

In addition to providing high-quality infrastructure and a white-glove support approach, Idologic only hires the best of the best when it comes to its support staff. From the very beginning, the company has never hired tiered support representatives: Every support person is a fully trained sysadmin who can handle low-level and high-level tasks alike.

“Whether you’re contacting us about a broken WordPress theme or your server being compromised, the person taking care of your ticket is fully equipped to help you,” Juan said. “We also only hire support representatives who are based in North America because we want to avoid any language barriers.”

Juan said top-quality support comes at a price in terms of human resources, but the company’s goal isn’t to cut corners. “We’ve never been a budget provider — our level of premium support justifies the price,” he said.

Those high-level support representatives are also adept at implementing complex solutions. “There are things that you learn when the team accomplishes something for the first time, for one specific customer,” Juan said. “This isn’t always true, but in some cases, you can build from an individual solution and turn it into an add-on product that you can offer to your client base as a whole.”

For example, the company is considering launching a load-balancing system based on the work it performed for an ad-tracking business. “If tracking software goes down for even five minutes, that’s a lot of precious data lost,” Juan said. “Our solution was to replicate the data to an original database and keep both databases in sync at all times between locations. Now we’re thinking of launching a boutique add-on based on that.”

The company is increasingly turning to automation to streamline repetitive tasks, which saves time, accelerates deployments, and increases productivity. One way Idologic accomplishes this is by using Ansible, an open-source automation language sponsored by Red Hat. “I’m always receiving suggestions from the team on how we should automate a task that doesn’t make sense to be done manually,” Juan said. “There’s a lot of underlying automation that supports our operations.”

For example, Idologic has developed a custom data analysis platform used internally to monitor server space. Like the load-balancing solution mentioned earlier, Juan said the team’s internal automation technology could potentially be of use to customers. “I envision a connection between some of our internal automation in how we could better assist customers in managing their own infrastructure,” he said. “For me, that would be a way to offer an extension of our high-level customer service.”

Solutions like these not only protect data; they save customers the time and headaches associated with disaster recovery. In our busy world, that’s immensely valuable.