Prompt, efficient, and helpful customer support is the hallmark of any good web hosting company, and to that end, Heart Internet do deliver.
At least, they do to an extent.
The company’s ticket-based support system is better than many I’ve used in the past, with average response times clocking in at around an hour and the majority of issues resolved first time round. Only on two occasions did I require more than one back-and-forth with Heart’s tech support, and that was for a more complicated matter relating to domain names which I’ve covered above. Even then, problems were ironed out without a great deal of fuss, and I’m happy to report that the company did do a good job via ticket support.
One other strong aspect of Heart’s customer service offer is their vast Support Database, which at time of writing boasted over 1700 articles (trust me, for the sake of this review, I counted), covering just about every possible topic relating to web hosting and domain management.
The articles themselves are clearly written and easy to follow, which is useful since Heart’s customer service page states prominently that they want you to use this before you file a ticket.
Poor Customer Support
And that’s where the negatives start to creep in. The Support Database (similar to other hosting provider’s Knowledge Base) is certainly useful, though you get the feeling that it’s there as much as a barrier to stop you contacting customer support as it is to actually help you.
Indeed, the main support page in itself is very unfriendly in its tone, whilst the lack of phone, email, or even live chat support options only furthers my suspicions that Heart would rather not talk to their customers at all unless it’s to sell something.
If you’re at an intermediate or advanced level when it comes to managing web hosting and websites themselves, you’ll more than likely be just fine with the support database and ticket system.
However, from my own personal experience working with those who are just starting out on their hosting journey, I understand that it’s often a lot easier to have an expert on hand to talk you through things, making customer service just one more reason why I’m rather disinclined to recommend Heart Internet to newcomers.