TL; DR: From the simplest VPS setup needs to an ocean of more complex cloud computing questions, support technicians at KnownHost make themselves available 24/7 to ensure their clients’ websites are running smoothly. Since its founding in 2006, the host has leveraged strong, modern hardware and virtualization to position itself as a one-stop space for managed shared, virtual, cloud, and dedicated server hosting.
We all know what a nightmare it can be when a website isn’t operational — especially if that website is the cornerstone of your business. Not everyone has the server savvy to handle every tech issue that can arise in day-to-day operations, which is why managed services like those from KnownHost are such a boon to businesses operating in the cloud today.
Technicians at KnownHost work around the clock to anticipate clients’ needs, offer smart support, and troubleshoot any issues the sites they host encounter so business owners can focus on their work — knowing their website is running at peak performance.
“We want to be a partner in business, not just some random vendor that takes care of the web hosting,” KnownHost COO Daniel Pearson said.
Expertise in Virtualization Leads to Cloud and VPS Products
KnownHost’s founders met at Parallels, where they contributed extensively to Virtuozzo and Plesk before gravitating toward the managed hosting market and launching KnownHost in 2006.
The company built a solid core in the managed VPS market before capitalizing on the ascendency of cloud computing as an accessible, high-speed utility. KnownHost primarily focuses on cPanel management, but Daniel was sure to emphasize that the company also maintains DirectAdmin accounts for customers seeking extra simplicity.
In addition to offering high-performance shared, VPS, cloud, and dedicated hosting services, KnownHost prides itself on fully managing whatever issues might arise on a personalized, case-by-case basis.
“We want our clients to feel secure in knowing that whatever their problem may be, we can handle whatever they throw at us,” he said. “We really pride ourselves on the breadth of services we offer, and we really don’t like telling customers no. We really try to encompass everything a customer may need.”
Hosting in the 21st Century: Keeping Up With an Evolving Industry
KnownHost leaders are constantly on their toes to stay abreast of the latest technologies and trends in the industry, said Daniel, who has been in the hosting world since 1994.
“In the ‘90s to the early 2000s, it was all about the hardware — the race to the newest and the fastest CPU,” he said. “Now, hardware isn’t quite stagnant, but there hasn’t really been that glorious breakthrough to where if you buy this piece of hardware, you’re going to get a three-times speed advance.”
The rise of cloud infrastructure and computing has dominated conversations in the hosting industry over the last decade, Daniel added. KnownHost focuses on providing speed and premium features without charging a premium price point. The trend of premium accessibility, he said, is evidenced in the recent transition away from spinning disk drives and heightened adoption rate of SSDs, as the tech becomes more stable and affordable.
“It’s technology, so there’s always that kind of rat race of the latest and greatest and newest,” he said. “We definitely take feedback from our customers and look at what’s going to make their lives easier. What’s the next offering we can bring out that’s going to take a pain point away from them?”
Already in 2018, KnownHost released shared cloud and reseller cloud offerings, as well as a dedicated WordPress line to meet those customer inquiries.
“We’re working on additions to our cloud product line and focusing on some premium add-on services for our customers that will give them more flexibility,” Daniel said. “We’re also working on a premium management service. We’re all about more onboarding and bringing more things in-house.”
Customer Care as the Top Priority
In an ideal world, switching hosting services should not be a frequent occurrence. Understanding how daunting the process can be, KnownHost offers a full migration team to assist clients with their transition during the onboarding process.
“We want them to feel comfortable, at home, and know that whatever comes up, we can take care of it,” Daniel said. “There’s always going to be somebody in the office who can help them,”
Daniel, who also said he and other C-level executives will commonly respond to support tickets, mentioned empathy and the art of interpreting customer questions as key factors to the company’s successful managed services.
“We truly believe — and it’s more than a belief, it’s a fact — that you live and die by the customer,” he said. “You have to not only take care of their issues and provide them quality service, but you have be understanding of their position. If they get blocked by the firewall and think the sky is falling, you have to understand that, for them, the sky really is falling. They can’t get into their website.”
More Than a Job: KnownHost Techs are Passionate About Computing
Nearly every employee starts on the tech support floor, according to Daniel, and every hire must come into the job prepared to geek out about technology.
“It doesn’t matter if they’re a billing agent, sales agent, or management,” he said. “We’re really big on bringing them in and making sure they understand the customer side of the business. That has really helped us a lot on the sales process because every sales agent is just as capable as any tech on the floor. They’re able to identify customers’ issues and help them find what they’re looking for.”
In the company’s hiring practices, KnownHost intentionally seeks “technicians who eat, sleep, and breathe Linux — and enjoy this as a hobby as much as they do a job,” Daniel said. The practice helps foster an environment where colleagues inspire each other as KnownHost stays abreast of industry trends and innovation.
“We all share knowledge, and we love it when we find people who you can tell are hungry for it and want to take on more challenges,” he said. “In this industry — and I’ve been in it for a long time — you never stop learning.”
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