Overview
We believe that without the proper systems, scaling a good customer experience is impossible. Flexibility is a key part of the Gearworx support philosophy and systems are a critical area where flexibility is absolutely essential. One of the real advantages we have over other hosting companies is that our systems are built for one specific task: Web hosting.

The focus we have with our systems gives us a tremendous amount of scalability and specialization when it comes to web hosting. One of the real advantages Gearworx has over other web hosting conglomerates is that our systems are built for one specific task: pure web hosting. As a result, we don’t have to accommodate the requirements of side businesses when designing our systems. The focus we have with our systems gives us a tremendous amount of flexibility and specialization when it comes to web hosting.

System Integration
We utilize industry leading systems technology from commercial vendors with hosting automation systems to provide a flexible, yet robust solution. This integration of information and control gives us incredible flexibility when serving our customers. Our systems provide the automation that helps us deploy web hosting accounts in a matter of few hours sometimes minutes! This creates efficiency which translates into faster service delivery and a dramatic reduction in the chance for human error. Not only do our systems provide the automation that helps us deploy web hosting account, but once your hosting account is in production, we’re able to monitor and identify problems all from within one system.

Making it easy for our hosting customers to do business with us is a goal within our support philosophy. We look for processes that could be made simpler or easier for our customers and when we find one, we make changes. Some of the best ideas for improvement come from our customers.

Support System	Benefit
Support Ticket Management System	Quickly route incident to the engineer that can solve the issue.
Tier III: Provides support to all escalated issues from Tier I or II staff, System related issues are addressed here, Administrators hands-on experience will be addressed either through our support helpdesk or phone means. Handle all billing related issues. Tier II: Provide support through our helpdesk, assist in troubleshooting control panel, database, email and partial script installation troubleshooting, successfully diagnose problems and present solutions. Tier I: Pre-sales & sales channel, provide basic company product line information.
Network Management Systems and Security updates and patches	Quickly make rule changes to customer network devices; roll back changes if necessary; make changes to servers as sought necessary.
Gearworx Client Area	Provide customers deep insight into their web hosting account; communicate status of open incidents; initiate changes to your web hosting account.