High-quality account management means your provider takes the time to fully understand your platform and your needs, maximizing the value you receive from your cloud hosting solution.
At Hyve, we place our customers at the center of every aspect of our services:
The account management team acts as the main contact point for our customers. We are there when customers need a discussion around their platform as a whole, to act as the connection point between customers and engineers, and to ensure their platforms are running smoothly and efficiently. Our customers are trusting us with a central part of their business, and we take that responsibility seriously.
Katharine Newman, Account Management Team Leader.
From the beginning of your experience, you will be assigned a named account manager, providing exceptional continuity in service. Our dedicated account management adds value in a number of ways, including providing a point of contact for support requests, proactive monitoring and optimization, and dynamic infrastructure updates and adjustments.
A point of contact for support requests
Many cloud providers do not offer a direct route to support with a named contact. Instead, when an issue arises, many of their customers report that they have to raise the issue through a confusing system, which is not promptly addressed, or are only able to talk to automated chatbots. If they are able to speak to someone, it is often a support agent without the ability or technical knowledge to actually resolve the issue. This can lead to a cycle of explaining their platform and the issue to multiple agents and raising multiple tickets, delaying or even preventing a resolution.
In contrast, at Hyve, if you need support, your dedicated account manager is just a phone call or email away. For out-of-hours urgent requests, you can raise a support ticket which is guaranteed to receive a response from a technical engineer within 20 minutes. The engineer will keep your account manager informed so you do not have to re-explain the situation.
This benefit is explained by one of our customers in a 5-star Trustpilot review:
They consistently assist me whenever I’m faced with tasks or challenges that I’m unfamiliar with, particularly when the matter involves the server. They respond promptly and ensure we are kept up-to-date regarding the resolution progress. Their demeanor is friendly, and they exhibit a high level of respect. Their dedication to addressing issues appears to be round the clock, especially for matters of high priority. This commitment delights me, as it reflects their genuine dedication to their work.
Proactive monitoring and optimization
Monitoring and optimizing your own cloud platform is time-intensive and technical, requiring significant in-house resources. It requires a deep understanding of your infrastructure design and resource usage – information which many providers make difficult to access or understand.
In contrast, our account managers work with our technical engineers to monitor your platform around the clock and keep you informed. Depending on the specifics of your platform, your unique requirements, and the levels of management selected, this can include various security monitoring measures, resource usage, and levels of traffic to your site.
Your account manager can configure your account to respond to this data however suits you. This could include load balancing to handle varied traffic, security alerts, or automatic scaling to meet resource needs. All of these options are flexible and can be discussed and updated as often as needed. Instead of having this information hidden or obscured, our commitment to dedicated account management means we are transparent and open with all customers, allowing you to make informed decisions about your platform.
Your account manager will also monitor for any opportunities to optimize your infrastructure. They may notice, for example, that you only use certain resources during your busiest periods, and there are times when these go unused. Based on this, they could suggest an elastic approach, where your resources can be automatically scaled up to an agreed level when traffic increases and scaled back down when it decreases, saving you money. This is just one example of optimization – find out more ways an MSP can optimize your infrastructure for maximum efficiency and performance.
The proactive service provided by our account managers is highlighted in this 5-star Trustpilot review:
Our Account Manager has been fantastic – keeping in touch and ensuring we have everything we need. We are extremely impressed and would happily recommend Hyve to anyone.
Dynamic infrastructure updates and adjustments
Your requirements are not static. There are a variety of reasons you may need adjustments to your infrastructure, for example, business growth, a change in your products or services, or a new area of operation. One of the biggest benefits of cloud infrastructure is its flexibility and scalability compared to traditional on-premise infrastructure, which is expensive and slow to update or scale. Dedicated account management allows you to take full advantage of this flexibility.
Whether you need your platform upgraded or your resources scaled, this can be achieved with minimal impact to you. If you know exactly what you need, you can simply raise a ticket through our MyHyve online portal, and your request will be actioned by your account manager. If you want to talk through your options, you can contact them directly to discuss the best route and make a plan to implement your required changes.
The simplicity of our management process for updates is highlighted in this 5-star Trustpilot review from one of our customers:
Tickets raised through the online portal are replied to promptly and any changes requested completed fully. I wouldn’t go anywhere else for a managed hosting service.
How can our dedicated account management elevate your hosting experience?
From support delays and missed optimization opportunities to the absence of the personal touch, cloud hosting without dedicated account management can cost you time, energy, and efficiency.
At Hyve, our account managers take the time to form a genuine partnership with you. This means understanding your platform inside and out, responding quickly whenever you need us, and proactively optimizing your infrastructure to ensure it performs at its best.
Find out how we could support you with an initial consultation – fill out our contact form and one of our cloud experts will be in touch.
