Customer Support Commitment

If you have had the opportunity to speak to any existing Rochen customers then probably one of the first things they mentioned was the level of customer support we provide and how our entire team goes above and beyond the call of duty to assist wherever possible. Whether you are new to hosting and need a helping hand or are a power user and need advice; we are here to help.

Where other hosting companies see providing customer support as a cost of doing business we see it as an asset which makes us shine. We have certified engineers (e.g. RHCE, CCNA) available 24 hours per day, 7 days per week - even on Christmas Day - no exceptions. You can be assured that if you need expert hosting advice we are going to be here for you anytime of the day or night.

My Rochen Customer Portal

Launched in November 2005, My Rochen is the brand name for our unique customer portal. Through My Rochen you can open, view and close support tickets with our technical support team 24 hours per day, 7 days per week. There will always be a certified engineer standing by to help and doing so with a friendly smile!

Since we have support staff based in the United States, Canada, Australia and the United Kingdom - our support coverage 'follows the sun' to ensure we are truly always reachable. This means you will always be able to get in contact with us through My Rochen and receive the support you expect at anytime of the day or night.

Not only can you obtain support through My Rochen, but to simplify the management of your account you can track all of your account invoices, securely update your credit card details, enable access to our customer forums and much more through this central account management system.

Staffed 24/7 by our team in the US, Australia, Canada and the UK.
Client Login:  https://my.rochen.com

Customer Forums

The Customer Forums is a place where you can come to interact freely with other Rochen customers, as well as our own engineers in a friendly and informal environment.

This comes in extremely handy where you may have an issue with your website which is not directly related to the web hosting service Rochen provide. For example, you might be experiencing a coding issue with a new PHP script or would like to consult other users regarding the design of a website you have launched. You can do all of this via our Customer Forums and in most situations you will find other Rochen customers are only too happy to help.

In addition to being a place where you can communicate with other customers and Rochen engineers, the forums also serve as the hub for our Knowledge Base (KB). The idea of the KB is to provide answers to many commonly asked questions regarding our services. Not only do we answer your questions, but the KB is full of interactive Macromedia Flash tutorials which show you step-by-step how to perform many common tasks with your Rochen web hosting account.

All service announcements and news are made available via our Customer Forums, so any service affecting issues are brought to the attention of our clients immediately. You can subscribe so you receive immediate notification via email when a new announcement is posted. All of our servers have their own announcements section, so you can subscribe to only receive notification of posts relevant to you.

Our Customer Forums have over 4,000+ Registered Members.
Visit the forums:
http://forums.rochen.com

Certified Support Engineers

Rochen not only wants to hire the best people to work for us, but we want them to stay with us for a long time. We have a strong internal culture and as any of our team will confess they all feel part of the Rochen family, as in fact do many of our customers.

One thing our entire team has in common is that we are dedicated to going above and beyond to help our customers, whether they are a large managed cluster client or someone just getting started online with a small personal website.

Excellent communication skills are absolutely required to work at Rochen, as we feel it is very important for us to be able to communicate clearly and effectively with our clients and other members of our team at all times, even in what can sometimes be a high stress environment. Our engineers hold Red Hat Certified Engineer (RHCE) and Cisco Certified Network Associate (CCNA) certifications as well as other third-party certificates.

Unlike many other web hosting providers, Rochen have a strict policy of not outsourcing any part of our support process - from pre-sales to after-sales support - everything is handled in house by Rochen's own team.

Many of our team hold industry recognized certifications.