Customer Support

Since web hosting can be a confusingly technical service, especially with each provider offering so many features that users should understand, most hosting customers will come to rely on their host's customer support team. We found striking differences in the level of customer support offered by the various hosting services we reviewed. By examining both their wealth of resources (tutorials, FAQs, forums, etc.) and their response times for interactive help (chat, phone, etc.), we've compiled the most relevant customer service information for our editor's choices. See which ones came out on top.

Support Resources

Web Host Video/Flash tutorials Help articles Forums Knowledgebase Search feature in help center FAQs
ipage v_sign v_sign x_grey_sign v_sign v_sign v_sign
JustHost v_sign v_sign x_grey_sign v_sign v_sign Only for pre-sales questions
NetworkSolutions v_sign v_sign x_grey_sign v_sign v_sign x_grey_sign
Bluehost v_sign v_sign v_sign v_sign v_sign x_grey_sign
Webcom v_sign v_sign x_grey_sign v_sign v_sign x_grey_sign
inmotion hosting v_sign v_sign v_sign v_sign v_sign x_grey_sign
fatcow v_sign v_sign x_grey_sign v_sign v_sign v_sign
hostgator v_sign v_sign v_sign v_sign v_sign v_sign
godaddy v_sign v_sign x_grey_sign v_sign v_sign v_sign
HostMonster v_sign v_sign v_sign v_sign v_sign x_grey_sign

In addition to providing resources for you to learn independently, many web hosts provide phone, chat and email customer support. When evaluating web hosting support, the most important feature to consider is the relevance and timeliness of the team's response. We performed several customer support tests to give a better idea of the level of service provided by each web host.

Test: In order to evaluate the customer support of our top hosting services, we called each provider's phone support 8 times, contacted their chat 4 times, and sent one inquiry to their email support. Our goal was to determine the ability of each host to provide timely, helpful and friendly customer support.
Site Phone Support Chat Support Email Support
  Average Wait Time Longest Wait Time General comments Average Wait Time Longest Wait Time General comments Response Time General comments
ipage 2 minutes 6 minutes Short wait time with excellent customer support 4 minutes 12 minutes Satisfactory chat service with long wait times during off peak hours


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4 hours Response was relevant and helpful because it provided direct contact information for the representative who responded


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Justhost 1 minute 2 minutes Extremely short wait time and email support recommended with approximate hold time by phone N/A N/A N/A Within 1 hour Excellent email support


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NetworkSolutions 1 minute 1 minute Helpful, fast responses to questions that any novice web master might have N/A N/A N/A 1.5 hours Very helpful service that's willing to help you fix your problems and show you how to do so in the future


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Bluehost 1 minute 2 minutes Extremely short wait time with excellent customer support 1 minute 3 minutes It takes about 1 minute to make initial contact, but responses can be slow during the chat 'conversation'


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2 hours Response was sent within 2 hours, but never received. Follow up by phone recovered the lost emails


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Webcom 1 minute 1 minute Quick response, eager to look up the answer to any question you have N/A N/A N/A Within 2 hours Received a confirmation email moments after sending query. Fast response that was generally relevant to the issue at hand


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inmotion hosting 2 minutes 5 minutes Short wait time with satisfactory customer support 2 minutes 3 minutes Gentle pings tell you when you've received a response, but if you're on hold for too long the chat system automatically disconnects you


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4.5 hours Response was relevant and helpful because it provided direct contact information for the representative who responded


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fatcow 5 minutes 15 minutes Very professional phone service 4 minutes 8 minutes Excellent chat service


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3 hours Response comes via email that directs you to login to your support console. The response was highly relevant.


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hostgator 1 minute 6 minutes Shortest wait time, but inconsistent customer service 1 minute 3 minutes Informs you exactly how many people are ahead of you and how many chat representatives are working. Information is updated regularly


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57 minutes (from verification) Highly relevant and extremely quick response


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godaddy 6 minutes 14 minutes Helpful service with relatively long wait times N/A N/A No chat services available 3 days Extremely long response time, but GoDaddy gets kudos for post-reply follow-up


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Hostmonster 1 minute 2 minutes Extremely short wait time with excellent customer support 1 minute 3 minutes It takes about 1 minute to make initial contact, but responses can be slow during the chat 'conversation' 2 hours Email support is only for paying customers only, not general inquiries
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