Recently a member of the TIERRA Web Design and Hosting management staff was surfing the internet and came across a review of TIERRA that was less than flattering. Now take note that they based their entire review upon a lie, but not too allow our name to go tarnished, we sent them an email with that I am posting below for you to read. Sometimes you just have to respond to critics!
Email sent to review site
Dear Sirs:
We visited your site and was amazed by your comments:
“We have asked Tierrahosting support Top10 common questions.
We have no support request form that non-clients can submit, so we don’t understand how you could of attempted such a feat. Then to downgrade our support department for your lack of ability to perform such an impossible feat is truly unprofessional.
However, in an attempt to satisfy your organizations requests, we are going to answer your questions via this email:
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1. What can you tell me about your company history? How many years you are in business and how many customers you have?
ANSWER: TIERRA Web Design and Hosting began operations in 2006 and have been growing steadily ever since! Our organization was founded by Mr. Stokes, who is still the owner/operator and actually still participates in the capacity of our companies Boss and as the Lead Designer of our Design
2. What moneyback guarantee you offer? When it applies? I mean what should happen so I could request refund? (for example if server down for XX hours)
ANSWER: No gimmicks. No hassles. We’ll do what we promise. Our guarantees are based not on arbitrary facts or figures, but on our pledge to follow through consistently. Unlike some, we guarantee that we will live up to our guarantees! Visit our Guarantee’s Page for more information:http://www.tierrahosting.com/support/guarantees.php
3. What types of support do you offer? What is your support response time and how many staff members you have?
ANSWER: Our preferred method of support is via our Support Center (http://tierrahosting.com/support/ ) where clients can submit support tickets, review existing and previous tickets and research answers in our Knowledge Base. We also have live support available during regular business hours (CST). On average, when a client submits a support request via the Support Center, our staff is almost immediately responding. Providing our clients support is one of our top priorities at TIERRA Web Design and Hosting. Our number of staff members is maintained at a ratio that our number of hosted clients mandate. On average we have approximately one staff member per ten hosted accounts. Also, each design client can expect to work with a dedicated Design Staff employee.
4. Do you offer any discounts for yearly payments? Is there any bonus features I can get?
ANSWER: Yes discounts are provided for all our hosting plans that are pre-paid on an annual basis. We also offer discounts for semi-annual payments as well! You can learn more about our hosting plans and pricing at http://www.tierrahosting.com/webhosting/plans.php
5. What is your average uptime and can you issue partial refund if server will be down?
ANSWER: Your site states that our uptime is 99.965% and our independent auditors state a number slightly higher at 99.982%. Yes we do offer refunds and service credits and this information is explained on our Guarantees Page at http://www.tierrahosting.com/support/guarantees.php
6. Can I host multiple domains on 1 account (add-on domains) and how many domains can I park?
ANSWER: Why of course you can have add-on domains as well as parked domains too! A parked domain is an additional domain name that points to your main website. Parked domain names are useful if you use multiple domain names to access your website.
Unlike domain pointers, parked domain names can not point to their own website and can not be used for email. They simply point to your main website.
You may add as many parked domains as you like with any of our hosting plans.
7. Do you have reseller hosting packages? If so – how many domains can I host, can you setup private name servers.
ANSWER: Sorry, we do not allow reseller hosting on our servers.
8. How many email boxes I can create, is there any attachment size limitation?
ANSWER: Create as many email accounts as you need on your main domain as well as any domain pointers and subdomains. Email can be accessed through POP (which is method used by Outlook, iMail and nearly every other email client program out there), IMAP or the pre-installed Webmail systems we
9. Account Upgrades. Is there any fee for upgrades? What is the cost of additional resources?
ANSWER: We do not charge an additional fee for upgrading a client’s existing account. A client would simply pay for the difference for between the new plans and then the price of the new plan from then on.
Bandwidth overage is charged at a rate of $2.50/GB. Our hosting plans offering such large amounts of bandwidth the possibility of exceeding the limitations is unheard of!
10. What else can you tell me about your company and services? Why should I join?
ANSWER: With multiple state-of-the art data centers located in Dallas and Houston, Texas, TIERRA provides On Demand IT Infrastructure backed by complete redundancy in power, HVAC, fire suppression, network connectivity, and security. So if any of our data centers experiences a disruption for any reason, your eggs (or servers) are never in one basket.
We are a small company that is not looking to take over the internet and become the next GoDaddy! Instead, we have dedicated ourselves to providing unsurpassed customer service to ensure the end user receives a quality product at an unmatched value.
Our number one goal is client happiness. Secondly, we truly enjoy what we do. Web Hosting is exciting business to us. Web Design is truly amazing! To take a blank piece of the internet, fill it with some code and symbols and suddenly the entire world can see it . . . well if that doesn’t excite you, then your in the wrong business.
If you really want to join a family, to become a member of something different than all the rest, then TIERRA Web Design and Hosting is your answer. We like the fact that Mr. Stokes let’s us wear shorts to work and listen to our music while we go about our daily tasks. He understands that unhappy people don’t produce, as well, unhappy clients (or perspective customers) don’t purchase.
TIERRA Web Design and Hostinghttp://www.tierrahosting.com
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Should your organization be in need of any further information, please don’t hesitate to contact us. You can either reply to this email address or visit our Contact Us page for more information:http://www.tierrahosting.com/support/contact.php
Regards,http://www.tierrahosting.com http://www.tierrahosting.com/support/ http://www.tierrahosting.com/forum/ http://blog.tierrahosting.com
Sometimes you just have to respond . . . and I think we did a pretty good job of it!
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