What is your name and position with ManageMyServices?

My name is Nick Laws and I own as well as manage the day-to-day operations of ManageMyServices, having responsibility for all areas of our business including technical support, customer services, sales, product development and marketing.

Please tell us the year established and brief history of ManageMyServices?

ManageMyservices was established after over a year in development in late 2003.

What do you offer your customers that are unique to your company?

Our Customer Control Center has been fully designed and implemented by ManageMyServices and is likely one of the industry-leading server and account control platforms in the industry at the present time.

We also provide management and 24/7 monitoring with immediate response if the server becomes unresponsive included free with every server. All our technicians are level 3 qualified so issues are never passed around and get immediate high-level responses.

What is the most challenging aspect to offering Dedicated Server Hosting?

I believe there are two challenging aspects…

1. Keeping up with changing technologies – We are constantly having to re-evaluate our product portfolio in order to meet the demands from our customer base. 
2. Providing support to industry-leading standards – We constantly monitor the quality and responsiveness of our support and customer service teams in order to ensure we provide support which can be used as a benchmark for the industry. This means we have to constantly be looking for the best and the brightest in the industry.

What is it that makes ManageMyServices a competitive company in the Dedicated Server market?

Our prices are some of the most competitive in the industry at present when you consider that we include full management services and monitoring with every server as well as a free control panel.

What new features have ManageMyServices added for its customers in the past year?

We have introduced new hardware technologies for example new dual core offerings as well as quad-xeon offerings. We add features to our Control Center on a weekly basis to put more control in the hand of our customers, just this week we improved our monitoring and bandwidth display facilities. We have also invested heavily in the service we give customers, recruiting the best in the business to ensure we give customers the service they expect and deserve.

What would you say is ManageMyServices #1 asset to its customer base?

Our Control Center allows complete server control over almost everything you could possible need to customize and monitor as well as access to our 24/7 support group at the click of a button.

Where do you see ManageMyServices and the web hosting industry in three years?

I see the industry in general similar to how it is now.  I do not see grid technologies and virtual server technologies evolving too quickly although I do believe larger companies will begin to decommission their own datacenters and rely on outsourced “utility” providers more, especially as SAAS and Web Services become more prevalent. My predictions were proven recently with Oracle stating they plan to be datacenter-free by 2010.

I see ManageMyServices contributing to this change, providing the hardware and support as required. Our model is one of automation and that means we can quickly build customized solutions and deploy them to our racks which puts us at a competitive advantage to others in the industry.

How many customers do you currently have?

We are currently supporting 300+ customers with that number growing daily.

Do you offer 24/7 support?

Definitely, our customers need to know that if their server becomes unresponsive at 3am we’ll be there working on the issue before they have even got out of bed.

Do you have technicians present 24/7 or 9-5 M-F?

We have level 3 technicians present 24/7 handling issues via our Customer Control Center.

What is your average turn-around time on a support ticket?

Less than an hour for most issues, with reboots and outages handled within 5-10 minutes. Our internal policies state 1 hour maximum response time for and a 6 hour resolve time and it is rare that these metrics are not met.

Do you charge your clients for support?  If so, please explain.

No, we provide management services included with every server package we offer.

Thank you!
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