What the Concierge Web Hosting Service Covers
As a member of Fiveleaf’s Concierge Web Hosting, you are always entitled to the top performance and security to which you’ve become accustomed. If ever anything is wrong with our hosting platform, it is our responsibility to address it. Shy of planned maintenance, we have not had any significant outages and have even sustained high performance through large traffic surges and brute force attacks on member sites. This is one of the several key factors that sets our hosting apart from the majority inferior shared-hosting platforms.
Your responsibility begins with your web application or site. The codebase (HTML/PHP/JS/Database/etc.) that makes your site unique and that you have brought into the platform is your responsibility. This is convention in web hosting and many other industries out there–for example the electric company is responsible for getting electricity to your home’s meter box, you are responsible for everything else. Similarly, in technical terms, our web platform has the responsibility to answer web requests from clients (visitors) and respond in an expected and predictable fashion based upon your code. Everything else we help with would fall under one of our other services, such as Software Development or Small & Medium Business Information Technology.
In the past, we have made ourselves immediately available to our Web Hosting partners to help resolve small—and big—unexpected fires, as well as make requested changes to the site/application. Because of the wildly-varying volume and frequency of requests, which makes for difficult or impossible resource planning, our policy on this needed to evolve.
To make a service request outside the covered scope of an existing product or service arrangement, such as web hosting, partners must now be part of an established Concierge Service Share. This allows for better resource planning to ensure those resources are always available to those who have reserved them and so additional resources can be brought on board based upon predictable revenue for those reserved resources.
Please note that projects are excluded from this policy because they are usually individually scoped out and allocated resources in advance (e.g. new site or web application development, large email migrations of ten or more user accounts, etc.).
Concierge Service Share
A Concierge Service Share (CSS) is a reservation of services (i.e. resources). It is an agreed upon service payment on a cyclic basis that establishes reserved resources specifically for you. Together we estimate your needs, based on historical averages if available, on a monthly basis. You then choose a CSS amount commensurate with those needs.
For being a CSS subscriber, you will also receive an automatic 5% discount on recurring invoices and all services contained within it. The CSS is designed to afford better resource planning on our end, and better expense planning, along with lower costs, for you. Thus, the aim is a CSS with the included discountthat adequately covers your needs on an average month.
Whether or not you decide to take part in a Concierge Service Share, we are happy to continue providing exceptional web hosting and other compartmentalized services. If you do not wish to have a CSS but do make requests, or make requests in great excess of your CSS, we ask that you please keep in mind those requests may be turned down or delayed as needed to tend to those who have reserved resources through a CSS. We are always grateful to work with our partners and always want to be in a position to help in timely fashion with high quality results.