Check Pricing Note
I’m Dhruv here, I’m here to say a lots of things today via this letter. The question when writing this was not where should I begin but when should I! I believe it is the right time for us to express our plans regarding HostingSpell.
The recent events at HostingSpell gave me an enormous amount of experience and knowledge, not just that we learnt what we were doing right. but what we were doing wrong! Also, I got tremors in my left-hand thumb which are still prevalent! Anyways, we got to know that being the best comes at a cost and we paid that cost doubled with interest.
When a server goes down we receive many questions! The most fearful question I find is “My business is down, who is responsible for that?”. I have the answer! “We, HostingSpell is responsible.”.But we are professionals, we have terms & conditions in place to dodge this question and especially the answer! But think again, is this the right thing to do? I’ve learnt this from industry veterans so I guess in professional life it sounds correct. After all the customer is the one who chooses us because our pricing was quite low. So what do they expect? For that price, you can’t blame us! Well? feels like guilt when they (industry pros) implicitly do this and act otherwise!
I’m not sure about all of these. It sounds extremely ridiculous when I write all this stuff. We have handled customer with our best and yet again and again we come to the point lately where something happens and guilt arise. So, do we have a solution to fix this and get out of this loop? Yes! It has quite a simple solution actually. We have to match the price and product you get for that price. Of course, service (support) is the part of the product so that cost is included within, right? – In our case, it wasn’t. Imagine that you have a Shelby Mustang and you ride that beast to its best but during 1 year of usage you don’t perform a single servicing of that beast for a straight 1 year! And now that won’t feel like a beast anymore! Because service is the main part to make a beast, a beast, and a product a better product. Not a perfect example but for me, I love that car! Anyways, now we think that finally, the time has arrived when we need to correct that wrong thing.
We are going to increase the prices of possibly all the plans and products we have that require service part from us. Also, we will reduce the price where service is not the main part. We want to go through this because we want to expand our team, we want to resume support over call, deploying even better products and have a better and more efficient eco-system. Financially we see no gain because the margin stays the same and increment will facilitate our creed for the best support and services.
We really don’t want the situation where each and every single guy in our team has to solve 60 tickets per shift. Forget ‘The Decent’ you can’t even expect ‘Okay’ support in this situation. Forget about maintaining actual servers, fixing the main issues and handling live chats simultaneously. It only feels chaotic from our side and frustrating from the customer’s side. Instead, we can hire more experts in our team to ease up a little and work with good standards! So this increased price will do that!
But why? Because we have seen customers fighting in the communities to prove and vote for us to make us the best hosting provider, we daily receive hundreds of “Thank You So Much!”, “You Guys Are Awesome” & “Love HostingSpell!” messages at the end of solving the issue. We don’t want the same customer to rethink again what he or she said just for simple nonsense downtime during which we fail to offer better support.
So we are in favour of doing these changes for the better. Because in the end, we don’t want questions like “My business is down, who is responsible for that?”. – “HostingSpell, HostingSpell!”.
So, no more implicit trade-offs! Just solid products, infrastructures and teams. Pure as it gets!
With Love & Best Regard!
Dhruval S. Joshi, Founder, HostingSpell.