To test the quality of cloud web hosting support provided by cloud hosting companies, we called multiple times at all hours of the day; after all, you never know when something could go wrong with your site.

We reached a score by ranking five separate criteria in help and support. A customer service representative needed to have a working knowledge of the hosting packages, rather than just directing us to various links within the company’s website.

In support calls, we looked to have problems solved and took away points if a company tried to push a sales agenda rather than focusing on the current issue. We also considered friendliness in our scoring. Personability, both over the phone and through live chat, is a major factor in customer support. Wait times were another large consideration; we measured the initial wait times and times between responses once a chat was established.

The fastest responding company was Webhostingpad. The wait times, on average, were just over 10 minutes. The longest we waited to reach a representative among all services was 50 minutes.

Testing the quality of the support staff was critical to our testing process because it often sets companies ahead of the competition. While many companies boast 24/7 support or quick response times, only few deliver. Oftentimes we found representatives were unavailable or could only direct us to answers on the website rather than provide us new information. Other times the staff only tried to push sales agenda, instead of helping us fix our issues.

Control Panel

We also tested these services for usability. To do so, we built a landing page for a business and added images, text and other content. A number of examiners tested the cPanels from each service. To do so, they downloaded apps, like WordPress and Joomla, to test the compatibility of the platform. We determined the usability scoring by testing the hosting platform through scoring the dashboard and proprietary site builder.