Unmetered disk space and bandwidth are always good – and DreamHost provides a rather simple-to-understand guide to tell exactly what it means.
Every plan includes an SSL certificate – although it’s a Let’s Encrypt one which is already free of charge. Some may see this as a letdown but such a thing is admirable: security is important and making sure your clients are secure is respectable.
The customer support doesn’t only not have a phone line. It is also not 24/7, with Twitter and live chat being available only 16 hours a day. Considering that many other competitors have live chat available all around the clock, this can be considered a shortcoming.
The malware protection is very simple to install as it’s only a couple clicks away in your dashboard. However, it is paid and costs $3 a month. This is less than most of the other competitors but considering the price, it could be included.
Everything is pretty straightforward. Previously in this DreamHost review, I mentioned how transparent the pricing is – no increases, no tricks,
Since then, a little bit has changed, but not much. Now, you get one price, should you decide to pay monthly, another if you choose a yearly option.
The renewal fees are very simple. After your package runs out, you will be charged the same amount of money for the same period again.
DreamHost Customer Service
Customer support is very important and there is no other way around it. A good client service will help you solve your problems, give you extra knowledge and make your day just a little bit better. It is important to know whether DreamHost fits all of those brackets. This is what this part of the review is going to be.
Right on its website, we can see that DreamHost provides “24/7” support. Also, you can find the channels the host is working on. Here’s what they are:
- Live Chat
- Ticket/Email Support
In terms of transparency, it also has to be said that DreamHost includes social media support and does callbacks. However, the social media support mostly just directs you to their email and callbacks have to be paid for – $9.95 per one or $14.95 per month with three callbacks available.
Therefore, we will only do in-depth testing of live chat and ticket/email support. These are the two free and easily accessible forms of customer service.
Ticket/Email Service Evaluation
These two services are merged together because essentially, they are the same thing. For example, if you send in a ticket, you will receive a reply in your email and will be offered an opportunity to continue the conversation there.
In my multiple requests, it took from 10 to 20 hours to get a reply. It is worth noticing, that DreamHost promotes its customer service as “24/7”. With such reply speeds, you can’t really know whether it is true or not. Considering the host’s Twitter support works from 5AM to 10PM, it can be assumed that all of the agents are unavailable for that time period – including the ones working with tickets.
Regardless of that, DreamHost ticket/email support deserves praise. It reacted well to the multiple problems I’ve had and the questions I’ve asked. However, I wish the agents put more effort in their answers. Often I’ve been told a very simple answer or just got directed to one of the DreamHost articles. Those answers have not always been exactly what I needed and often I needed to do a follow up question. Although I’ve definitely had worse – at the end of the day, all of my problems (both real and fake) have been solved. If the service’s speed can be fixed – it’s a decent choice. Here’s hoping DreamHost improves.
Chat Service Evaluation
As usual, here I will be testing three main things – the three main pillars of a good chat support, if you will. First up, I will be looking into wait times. General availability is a very important measure, as there is no use of the chat support if it doesn’t work. Then, I will look into the knowledge of the chat service representatives. It comes without saying, the people on customer support should be knowledgeable and capable of providing expert help.
And finally, it is very important for the people in the chats to be courteous and familiar with the clients. This may come as a small detail but it is very important that a client would leave the chat feeling better than when he started.
With those things in mind, I fired up 10 chats in the various times of the week. Here’s what I found out:
First things first, it has to be said that the live chat is NOT available around the clock. It’s very close to that – the agents are available 7 days a week, 5AM-10PM PST time (Los Angeles, Seattle).
Harsh luck if there are problems with your website slightly later. As we’ve already established, ticket support as well as the social media people either take their time to reply or are not available all the time as well. Regardless of that, when the chat is available, you will have no problem getting some to talk to you. Every time it took less than two minutes to get connected to an agent. That is a great result but I would still like the chat service to be available 24/7. After all, they are only 7 hours short from achieving that. Why not?
For the second evaluation, I tested the knowledge of the agents. Personally, I thought that they have been performing really well. Chat agents are not expected to handle difficult, sometimes even code-heavy issues. That’s what ticket support is for. In terms of explaining the plans or directing me to the right articles, the DreamHost agents had no serious issues.
Finally, it was time to evaluate how did the host’s chat service perform in terms of human contact. I must say, that sometimes it felt like the DreamHost agents wanted to get everything over with and end the chat as soon as possible.