Customer Support Contact:

765.212.2290 office

chuck [at] vervemediagroup.com

You must request a support user account before you can
login and click to Open A Support Ticket

For personal support customers  who have forgotten your personal support phone number, please click the live support and request the number for your account.

Standard Support Policy:

Standard clients receive 24/7 email support and available live chat support. I do not guarantee phone support for standard clients. However, many issues clients have are simple and easy and can be handled by me while in the office.

Premium Support Policy:

Premium clients receive 24/7 email support and available live chat support. Also included is my personal support by phone. Each premium client that signs up with premium support will receive my personal contact number for 365 day support. I am the single point person who you will be in contact with at all times. If my company should grow to need more than me for support, I will keep the same philosophy for a single point support person.

What About Our Server Where Your Site Resides:

Our server is a dedicated server maintained 24 hours a day 7 days a week by a team of tech staff available to me at all times. I pay a great price to provide you with a trouble free experience. I do not use a reseller server or a shared server where your site can have vulnerabilities from other resellers or clients who can abuse the server. My clients are protected by being on my dedicated server with firewall protection.

To find out more about our hosting management, Please visit our hosting management partners data center information page at http://hivelocity.net/network-datacenter/data-center-tour

About Our Hosting Management Data Center:

Connectivity

Hivelocity.net's connectivity is comprised of multiple redundant Tier 1 back-bone providers. Through our partnerships with Global Crossing and Cogent we currently have 23 Gbps bandwidth capacity. Simply put, we have an enormous connection directly to the internet and the ability to serve any internet need one could dream up.

Redundancy

n+1 Diesel Generators, UPS, Battery Backup and DC power to provide conditioned power to the IP floor. Our redundant Cisco and Foundry routers utilize BGP4 protocol to provide redundant service through our multiple providers. All of our shared servers utilize RAID for maximum data availability.

Security

Network security is a priority and includes but is not limited to the following: Redundant firewalls that stop most attacks before they start. Each of our servers are loaded with an early warning intrusion detection system that is automatically updated each time a new security flaw is discovered worldwide. Physical security is also of the utmost importance to our network. We have in place many of the latest security measures, including: fire detection and suppression, 24/7 armed guards and closed circuit cameras monitoring every square foot of our facility.

My Support Philosophy:

Verve Media Group is owned and operated by a single point person. Although I use a number of people in the Muncie, Indiana area for programming and other functionality when needed, I am your main contact person for all of your website needs. I provide my clients with a personal and intuitive business relationship.

Although this can give clients the opportunity to take advantage of my personal time, I would rather have a relaxed personal relationship with all of my clients and provide them exactly what they need than to hand them off to an impersonal robotic system that can frustrate them and cause them longer resolve times.

Why is This Better for You?

If you have not yet experienced the challenges of big company support, you may not understand what I am offering. I have spent over 10 years in the web design and hosting industry. I have worked for companies and independently. Here is what happens when you try the support system of a larger company.

1. If you contact your sales person first, they need to begin a process of tracking down the right person who might know the answer to your question. They usually have to call you back and also suggest that you use their support ticket system.
   
2. If you contact support by chat they ask a number of questions just to get to know who they are talking to. They then try to evaluate your issue based on their point of view which is not geared around your specific site. The first level support has no idea what your site consists of and cannot answer any simple questions without a major update of site specific information. The chat usually ends in them telling you that they will submit a support ticket for 3rd level support and they will update your ticket when they find an answer.
   
3. If you call support you have a better advantage of them understanding what your issue is because you can weed through who you are and which site is yours a little faster. It usually ends the same way the chat does.
4. If you use their support ticket system, good luck. This is the slowest solution to any issue. You submit a ticket and they answer within hours or maybe days. If it does not provide the solution you then update the support ticket and wait for another answer. This could take a few days to find a solution.
   

When you use my personal support system here is a list of what happens for you.

1. When you call Verve Media Group you get me. I answer the phone. I know you. I built your site. I know what went into your site. I know what your needs are and have worked with you to provide a solution from day one.
2. When you chat live you get me. This provides the same benefits as calling the office.
3. When you email support you get me. Do you see a pattern here?
4. When discussing an issue about your website or something you would like to do on your website, there is nobody better equipped to support you than someone with my level of experience. I have spent years building my personal knowledge in many areas of web based projects and usually have a more sensable approach to your needs than a larger software company.
5. What happens when I don't know the answer to your question? AH, you think we have hit the road block. Not at all. I am a member of multiple networks of 1000's of designers and developers who all work on the exact same open source systems every day. We all help each other out daily. This may be a new concept for you and your business competitors but it is how the open source community has always functioned. This is why we make websites better than many software companies.
6. What happens if you can't reach me by email or phone? Just leave a message and I will get back to you as soon as physically possible. Your are my client. You are my income. You are important to me. In many ways you are more important to me than you would be to a larger company. Larger companies have many revenue streams. I have only Verve Media Group. This makes you a priority.
7. What happens if my company closes? If by some chance I should die, I have already put things in place for this company or my clients to be taken care of with no down time and seamless transition. Here's what happens when you're with a larger company that closes. You get put on a back burner until someone who cares does something about these websites on a server in the back room. Or, you get sold to another company who has no idea how the first companies proprietary system works. You find yourself looking for another company to save you from your desperate situation.

One of the greatest challenges between a client and a company is how to communicate the need and the solution. Tech people can try to support you but they don't always understand you. Once they think they understand you they spit out some type of solution that you don't understand and you are left with trusting that they know what they are doing.

Most of my clients are pleased and relaxed when they can communicate their need and I understand them. Better yet, they are ecstatic when they find out that most of what they need is readily available at my fingertips and I know how to communicate what that means for them.

Why Would I Say These Things?

These are all personal experiences and my knowledge of the industry for more than 10 years. Here is what one of my clients said to me after coming on board with Verve Media Group.

I understand why people look for larger companies to do business with. What usually happens is those people wind up spending thousands of dollars before they finally come back to someone like me and then get their needs met the way they expected from the beginning. Just ask Nate.