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JTL Networks Report Card
Contact Information

Tel: 1-877-765-2300
Email: sales@jtlnet.com
Website: http://www.jtlnet.com
Address: 240 North Fifth St., Suite 210
Columbus, Ohio, 43215, United States of America

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JTL Networks Web Host Interview
 
What is your name and position at JTL Networks?
Joel Lee, Chief Operations Officer at JTL Networks.
 
What is the history of JTL Networks?
JTL Networks Inc. (JTLNet) was founded in 1997 in Columbus Ohio by chief Operations Officer Joel Lee. With a focus on customer service, JTLnet has grown from a handful of clients to literally thousands of satisfied customers.
 
What do you offer your customers that are unique to your company?
What our customers appreciate and what separates us from the others is our approach to support and customer satisfaction. We bundle professional services with standard hosting to provide our clients with a stable environment that will allow their company to safely grow.
 
What is it that makes JTL Networks a competitive company in the hosting industry?
The thing that makes JTL Networks a competitive company is our dedication to support. Every time that you call you get to speak to a knowledgeable person who can solve your problem or quickly escalate your problem to one of our senior engineers. The web hosting industry these days has been categorized as a, “burn and churn” industry. The management and technical staff here are committed to change that stigma. Over the past year we have had an outstanding 98.7% customer retention rate. Out of the 1.3% that deactivated service during 2003, 76.3% reactivated service with JTLNet within that same year.
 
What new features have JTL Networks added for its customers in the past year?
JTLNet has added integrated virus and spam protection as well introduced The Zervex DSM (www.zervex.com) Online Control panel to our product offerings.
 
Where do you see JTL Networks and the web hosting industry in three years?
Within the next three years the web hosting industry overall will be become much more safe for the consumer. There are many tools available now to the consumer that prevent individuals/companies from using smoke and mirrors to misrepresent themselves. These tools that are currently available to the consumer are going to become more and more accessible. As the consumer becomes more educated the industry overall will become more refined and safe for the consumer as well as the professional web host.

Over the next several years JTL Networks will continue to offer a quality service at a reasonable price and take advantage of the “separation of the masses” that will be taking place. Our other main objective is to offer increased support to our reseller network to safely allow them to diversify their service offerings without experiencing increased support levels.
 
How many customers do you currently have?
There are currently 40,000+ domains hosted within our network with a reseller base of 600+ individual hosting companies.
 
Do you own your own datacenter?
Yes, JTLNET staff members maintain and operate our facility, software and network 100%.
 
If yes, where are they located?
Our primary datacenter is located downtown Columbus Ohio. All our staff including Administrative staff are also located within the same building as the equipment and servers.
 
What kind of back up power do you have?
We currently have a 500 Gallon Holt Diesel generator with 850 Kilowatts worth of capacity to keep our machines and critical network infrastructure running for 36 hours in case of power outage or flap. In case of extended (beyond 36 hours) outage we have refills available within a 2 hour window. The generator does a self test once per week and a representative performs a physical service check once per month to ensure maximum reliability. Testing and physical checks are performed twice per week and twice per month during the summer months when electric outages are more prominent.
 
Do you have multiple backbone connections?
Yes, JTLNET''s network is a completely transit free network meaning that all routes throughout the Internet are seen. JTLNet’s core network equipment is located in a carrier neutral facility where many Teir One Internet Service Providers have points of presence. This setup provides JTLNet with the ability to get very competitive pricing on Voice and Data services which are passed on to our clients. A few of the carriers that are located within our adjoining facility are; ICG, Time Warner Telecom, Ameritech, Cogent Communications and XO Communications. JTLNet’s network is powered by two Cisco 7513 routers running BGP to provide routing and failover. The connectivity is then passed of to a series of layer 3 switches that VLAN the network into segments.
 
What connections do you have?
Currently utilizing Time Warner Telecom and FiberNetworks Solutions.
 
Do you offer 24/7 support?
Yes, we offer 24/7 telephone and ticket system support.
 
Do you have technicians present 24/7 or 9-5 M-F?
Yes, technicians are present 24/7/365.
 
What is your average turn-around time on a support ticket?
Our average ticket response time is ½ hour. If the interval is longer the engineers on staff during that given shift are more than likely handling a larger issue that takes precedence. That unfortunately happens from time to time within this industry. It is company policy not to allow tickets to sit more than and hour without a response to the client.
 
Do you charge your clients for support? If so, please explain.
Shared Hosting - No
Reseller Hosting - No
Dedicated Hosting - We charge for level 2 and level 3 support which consist of custom software installations, machine restorations and problems directly caused by the client trying to install software etc.
 
Do you offer a money back guarantee?
Yes, we offer a thirty day money back guarantee on all product lines offered.
 
 



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