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What is your name and position with Brain Host?
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My name is Corey Hammond, and I am President of Brain Host.
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Please tell us the year established and brief history of Brain Host?
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Brain Host was founded in August 2010 on the principle that everyone should have access to reliable web hosting at affordable rates, as well as world-class customer support. Since our inception, Brain Host has continued to grow quickly. We just celebrated our 100,000 customer milestone in November 2011.
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What do you offer your customers that are unique to your company?
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One of the biggest barriers people face in trying to get online is not having the level of technical know-how to build their own website. We offer comprehensive website solutions, and our dedicated support team specializes in helping people without much technical knowledge get the most out of their web space.
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What is the most challenging aspect to offering shared web hosting?
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Ensuring that customers get the highest level of support possible. Our customers are our top priority, and we hold daily training sessions with our support team to make sure they stay abreast of all the changing technology in the hosting industry.
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What is it that makes Brain Host a competitive company in the Web Hosting market?
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Our dedication to providing the best customer support possible, as well as the fact that we use only the best in hosting equipment and hardware.
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What new features have Brain Host added for its customers in the past year?
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The most recent change is that now customers can register a domain only, without purchasing a hosting package. Last summer we completely re-vamped our website and sales funnel. We added new pages and videos, switched to a cleaner, sleeker design, and built in new functionality to create a better overall user experience. We also recently launched our personal website builder, which allows users to quickly and easily publish a personal website without needing to know anything about coding or web design.
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What would you say is Brain Host's #1 asset to its customer base?
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We provide very thorough training materials and resources for new and inexperienced website owners. Many of our customers have never had their own website before, and don''t really know how to get started or what to do with it. We''ve created a special training center that is filled with video and PDF tutorials that teach you how to do everything from updating content, adding new pages, and everything in between. We also provide free educational webinars to our customers, along with an extensive Knowledge Base of articles and guides. Our Customer Support team is very responsive and patient — we''ll take you by the hand and teach you how to turn your website into a success, regardless of your experience or skill level.
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Where do you see Brain Host and the web hosting industry in three years?
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The hosting industry is continuing to innovate and provide more robust and creative hosting options, such as all the developments we''ve seen with the cloud. Brain Host will continue to focus on innovation and providing the best overall customer experience possible.
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How many customers do you currently have?
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Right now we have just over 160,000 active customers, with more than 196,000 domains registered.
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Who are some of your famous clients?
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Since we specialize in shared hosting for the most part, the majority of our clients are individuals and small businesses.
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Do you own your own datacenter?
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No, we work with partners to utilize a co-managed solution.
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Where are they located?
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Chicago and Dallas.
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What kind of backup power do you have?
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We use 12 different power feeds, water reserves for the A/C, primary and hot-standby UPS, and backup generators.
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Do you have multiple backbone connections?
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Yes.
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What connections do you have?
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Our upstream bandwidth providers include Internap, Telia, Savvis, AboveNet, and NLayer.
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Do you offer 24/7 support?
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Yes – Customer Support is available 24/7 via phone, email, and chat.
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Do you have technicians present 24/7 or 9-5 M-F?
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Our technicians monitor our servers 24/7. Technical support is also available 24/7 through Customer Support.
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What is your average turn-around time on a support ticket?
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That depends. We offer a Priority Support upgrade, which will automatically designate your support tickets as "911 Status." These tickets are answered first. Standard support tickets are answered same-day, unless the issue is a complex one that needs to be escalated to a senior technician. In this case, we will let the customer know that someone is looking into their issue and get back to them as soon as possible.
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Do you charge your clients for support? If so, please explain.
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No – 24/7 customer support is available to all clients via phone, email, and chat at no additional charge. Online resources such as training videos, guides, and webinars are also available at no charge.
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Do you offer a money back guarantee?
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Yes – we offer a 30-day money back guarantee on hosting packages. Customers who are outside of the 30 days will receive a pro-rated refund for the remainder of their term.
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Thank you for your time and insight into Brain Host.
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